PREFACE
This manual describes how to set up and use the Unified Contact Server (referred to
as UCS Administrator in the remainder of this manual).
1.
Who should read this Manual ?
This manual is intended for call centre supervisors and system managers. Call centre
supervisors will use UCS Administrator to monitor the activity and performance of their
call centre operatives (agents).
Phone calls from customers are sent to agents' phones via the telephone exchange.
This activity is monitored using UCS Administrator. Together these applications are
referred to as "The Contact@Net 230".
For supervisors, this manual explains how to:
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Logon to and logoff from UCS Administrator.
View performance indicators for agents and agent groups.
Assign agents to agent groups.
Monitor performance aspects of agents or agent groups, and the number of callers
in the queue in "real time". This means (for example) as agents logon or logoff,
begin and end calls, or perform any other work activity, you can view a
representation of these activities on your computer screen.
Generate a diverse range of flexible and focused reports relating to activity and
performance of the Contact@Net 230.
Set up and assign wallboards. Create the messages that will be displayed on the
wallboards.
System Managers are responsible for the maintenance of UCS Administrator.
For System Managers, this manual explains how to:
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Logon to and logoff from the UCS Administrator
Set up UCS Administrator. This includes setting up agents, agent groups, DNR
relations and other parameters.
Maintain the customer database(s). This includes archiving data regularly, to keep
the size of the database within acceptable limits. Also making regular backups of
the information, for data security.
View system information and make changes to it when necessary.
Tasks that are specific to the system manager are described in Chapter 9. "SYSTEM
MANAGER TASKS". System managers will need to refer to chapters 1-7 for general
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information.
Conversely, in some organisations the Supervisor may be expected to perform the
tasks that are associated with the System Manager role. Such individuals may be
given both Supervisor and System Manager passwords. If you are one of these
people, you should logon as a System Manager. This is because some of the settings
in the UCS Administrator application can only be changed by the person who is logged
on as System Manager.
Supervisor and System Manager logon procedures are described in Chapter 1.
"INTRODUCTION".
2.
What's in this Manual ?
This manual is divided into eight chapters:
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3.
Introduction provides a guided tour of the UCS Administrator, covering all the
major elements of the application.
The Dashboard describes the graphs that depict Contact@Net 230 activity and
performance.
Groups defines "Agent groups". Explains how to view, create and edit them. And
how to assign agents to them.
Agents defines "Agents". Explains how to view, create and edit them.
Monitors - UCS monitors facilitate a detailed view of many aspects of
Contact@Net 230 activity, from your entire call centre, down to an individual
agent, or agent group. You can also view the status of the queue in which callers
are placed while waiting for an Agent.
Wallboards explains how to set up wallboards and display messages on them.
Reports lists and describes all reports available in UCS. Explains how to generate
existing reports and how define new reports using the "Report Wizard". This
chapter also explains how you can set up a number of reports to be generated on
a regular basis, automatically. For example, you may want to generate a basic
report each night, but a set of detailed performance reports once a month. This can
be achieved using the Report Scheduler.
System Manager Tasks provides some extra advice for System Managers,
describing how to set up Contact@Net 230 for the first time. This chapter contains
information that is not relevant to call centre Supervisors.
Assumptions
The advice and procedures written in the chapters 1 to 7 of this manual are aimed
primarily at the supervisor. They are based on the following assumptions:
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1. The configuration of the ISPBX (internal telephone switch) is correct. This is the
job of the installation engineer.
2. The installation is complete and correct. All hardware and software components
have been installed and are interconnected correctly. This is the job of the
installation engineer.
3. Agents and agent groups exist. Agents have been assigned to agent groups.
Setting up agents and agent groups are System Manager tasks.
Only when these criteria have been met, will the Contact@Net 230 be fully functional.
4.
Related Documentation
As explained above, Contact@Net 230 requires the correct installation and
configuration of a number of software and hardware components.
System Managers will find information about setting up the UCS component of
Contact@Net 230 in Chapter 9. "SYSTEM MANAGER TASKS".
Installation engineers and System Managers should refer to the Contact@Net 230
Customer Engineer manual for information about other configuration and setup
issues, including the installation of the Contact@Net 230 Server.
5.
Terminology
Engineers may be familiar with the terms "on hook" and "off hook" being used to refer
to the status of phones. In this manual, the terms "pick up" (off hook) and "put down
(on hook) the phone" are used instead.
The term "call centre" is used to refer to the combination of hardware, software, and
the agents who work there.
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1.
INTRODUCTION
This section explains how to logon to the UCS Administrator and provides a guided
tour of the main areas of the interface.
1.1.
Supervisor logon
To logon to UCS Administrator as a supervisor, double-click on the
icon, if the
shortcut has been put on your desktop. If this shortcut is not on your desktop, click on
the Microsoft Windows Start button and select:
Programs > Unified Contact Server > UCS ContactCentre 230 Server > UCS
Administrator
The logon dialog is displayed.
Figure 1-1 Supervisor logon
1. Type your user name and password in the boxes Name and Password. When the
system is first installed, the Name is Supervisor and the Password box is left
blank. If the password have been changed, you must type the password into this
field.
2. Click OK.
To logoff from UCS, Click on File in the task bar and select Exit from the drop down
list.
1.2.
System Manager logon
To logon as a System Manager, double-click on the
icon, if the shortcut icon has
been put on your desktop. If this shortcut is not on your desktop, click on the Microsoft
Windows Start button and select:
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Programs > Unified Contact Server > UCS ContactCentre 230 Server > UCS
Administrator
The Logon dialog is displayed.
Figure 1-2 System Manager logon
1. Type your user name and password in the boxes Name and Password.
2. When the system is first installed, the Name is System Manager and the
Password is <blank>. If the password have been changed, you must type the
password into this field.
3. Click on OK.
To logoff from UCS Administrator, Click on File in the task bar and select Exit from
the drop down list.
System Managers can change login passwords for themselves, and other users. This
is described in Section 9.6. "Changing login Passwords for Supervisor and System
Manager"
1.3.
Guided Tour
This guided tour provides a quick overview of the main components of the system:
screens, icons and navigation tools; reports and monitors. It introduces:
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The main functions of UCS Administrator.
Some of the terminology that is used in this manual.
How to access particular "views" of call centre performance and display
information.
These topics are discussed in greater detail in subsequent chapters of the manual.
Where appropriate, cross-references to relevant sections are included in the guided
tour.
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Note: UCS Administrator enables you to view information about the Contact@Net
230 in a variety of ways. You can focus on any aspect of Contact@Net 230
performance you are particularly interested in.
When logging on to UCS Administrator, the initial "System Manager" view of
the user interface differs from that seen by supervisors. You can change the
"System Manager view" to the "Supervisor view," and vice versa. In order to
follow this guided tour, System Managers will need to:
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Click on the View menu on the menu bar. You will notice there is a tick by
the Explorer option. Select Explorer, so the tick disappears.
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Now click on the View menu again and select Shortcuts. Your screen
should now look like that shown below:
The left hand edge of this window has a row of shortcut buttons. By clicking on these
buttons you can perform various setting up, monitoring and reporting activities. These
shortcut buttons, and their associated functions, are each described in a separate
chapter of this manual.
In the figure above, the information displayed in the right hand pane of the window is
"system information". This information is of a technical nature and mainly intended for
the System Managers. If you need to know (or are interested) system information is
described in 9. "SYSTEM MANAGER TASKS".
Those who logged in as System Managers will notice an additional shortcut button the System button.
This button displays statistics about the system and its configuration.
Shortcut buttons
The shortcut buttons allow access to the most commonly used features of UCS
Administrator. The following table lists shortcut buttons and their functions.
Click this button
To see this information
An overview of the main performance indicators for all groups,
displayed in graph format.
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A list of agent groups. You to add agents to agent groups, and
remove agents from agent groups.
A list of agents. For each agent a graphical representation of
their activities, which is updated in "real time" is displayed.
Shows detailed information about various aspects of agent
group performance and system activity. Double-click one of the
group monitor icons to display information about that monitor in
a popup window.
Properties and settings of any wallboards that are connected to
Contact@Net 230. You can create, and broadcast your own
wallboard messages.
A list of the existing reports that have been created for your call
centre. Also options for defining and generating reports.
Each shortcut button is described in its own chapter, from the perspective of a Call
Centre Supervisor. The information in these chapters applies equally to System
Managers, who may wish to preform "Supervisor" functions in order to check and
maintain the system.
However, there are number of advanced functions that are performed only by a
System Manager. For example, changing settings that must also be effected in the
hardware, and other applications related to the Contact@Net 230. Or making changes
which, if not performed correctly, may cause the Contact@Net 230 to malfunction.
These "advanced" functions are described in Chapter 9. "SYSTEM MANAGER
TASKS".
1.3.1.
Changing views in UCS Administrator
You will use UCS Administrator to view the performance of your call centre in a
number of different windows. If all of these windows were open simultaneously, your
screen display would get quite crowded and confusing.
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You can open (and close) windows in a number of ways:
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Click on View in the menu bar and select Shortcut bar from the drop down menu.
You will notice that while the shortcut buttons are visible, there is a tick next to this
menu item.
To hide the shortcut buttons, click on View and then click on Shortcut bar again,
so the tick disappears. You can use this method to show or hide all of the screen
elements that are listed under the View menu (Shortcut bar, Explorer, or Monitor
only). Explorer view is described in 9. "SYSTEM MANAGER TASKS"of this
manual.
Try switching between views a few times, to familiarise yourself with the different
views that are possible.
There are three buttons in the toolbar that you can also use to view or hide certain
areas of the screen:
Show/Hide Explorer
Show/Hide System Monitor
Show/Hide Router Monitor
You might want to experiment with these buttons and menu options a few times to
decide which views you prefer to work with.
Viewing lists of agents and agent groups
Click on
. If your Contact@Net 230 has been installed and set up correctly, a list
of agents should be displayed in the right hand area of the window. In the Agents
window toolbar, there are four buttons you can use to change the view, and the level
of detail that is displayed. These buttons perform the same functions in all lists in UCS
Administrator.
If you hold your mouse over one of these buttons, a description of the button, or its
function, is displayed. This is true for all of the buttons on the toolbar. Try clicking on
the buttons that are listed below, to see which view you prefer.
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Displays the agents as large icons. Useful if you have a small
screen display (and not many agents).
Displays the agents as small icons.
Displays the agents as a list.
Displays more information about each agent.
1.3.2.
Standard Microsoft Windows Functions
Most Microsoft Windows style applications have a set of standard commands: Cut,
Copy, Paste, etc. Buttons for these commands are included in the Agents window
toolbar.
Delete: Select the item from the list that you want to delete and
click on this button.
New: Create a new item. If you're in the Agent window, a new
agent; if you were in the Agent Group window, you'd create a
new agent group.
Copy: Make a copy of the item that is currently selected.
Paste: Put the copy you have made into the list.
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Properties: Displays a popup, or dialog box, showing more
information about the selected item. You can view or edit this
information if desired.
You will find a toolbar similar to that in the Agents window, in most other windows
within the UCS Administrator application. Generally speaking, the buttons work as
described above. These commands are also available by clicking the Edit menu in the
UCS Administrator menu bar.
1.3.3.
About Agent Activities
References are made during this manual to:
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Agents logging in and out
Agents setting themselves ready (to receive calls)
Agents recording "call qualifications" when a call has been completed.
These activities are an integral part of the operation of the Contact@Net 230 call
centre. They are performed by the agent pressing sequences of keys on their
telephone.
The key sequences for "Login/Logout" "Set Ready/Not Ready" and recording call
qualification information, are provided in the Agent Quick Reference Card.
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2.
DASHBOARD
The Dashboard provides a number of graphs. Each graph shows an aspect of the
performance or activity of the call centre. The graphs are updated in "real-time". This
means that as calls are handled, by agents, the performance graphs in dashboard
view are updated accordingly.
For example: all agents are busy. No callers are currently in the queue and another
call arrives. The caller must be placed in a "queue" until another agent is available to
accept the call.
In Dashboard view, the "Queue Length" graph will immediately be updated to show
there is one caller in the queue. When an agent accepts the call, the Queue Length
graph will be updated, showing no callers in the queue. Click on the
button.
Figure 2-1 The Dashboard
The graphs displayed on the Dashboard are described below.
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Queue length
Figure 2-2 Queue length graph
This graph shows the number of callers in the queue. This is the number of callers who
are waiting for an agent. As an agent answers a queued call, the queue gets shorter;
as a new caller dials in and has to wait for an agent, the queue gets longer.
Maximum time in queue
Figure 2-3 Maximum time in queue graph
This graph shows the longest time that a caller who is currently in the queue has been
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waiting.
Agent call duration
Figure 2-4 Agent call duration graph
This is the average call duration (number of calls divided by total duration of all calls
today).
Total calls
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Figure 2-5 Total calls graph
This graph shows the total number of calls to a group (or groups) today.
Performance
Figure 2-6 Performance graph
This graph shows the following information for the day:
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The upper (green) column shows the "service level". Service level is defined as the
number of calls answered by agents within the defined service level time, stated
as a percentage of the total number of calls received.
The lower column (which is blue on your screen) in the graph shows the number
of calls answered. Note this figure does not include calls that were "abandoned"
(that is to say, when the caller puts down the phone before an agent answers).
Defining the service level time for an agent group is described in Chapter 4.
"GROUPS". Note also that "Group 1000" is included in this list.
In organisations where more than 1 agent group exists. The graphs show the
performance of both (or all) agent groups that are currently operating. In the graph
above, you can see that "Group 1000" are not very busy at the moment.
Agent status
Figure 2-7 Agent status graph
This graph shows the following information: For all groups, the status of agents is
displayed.
As you can see from the key beneath the graph above:
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The blue portion of the graph denotes agents in Group 1555 who are logged off.
The red portion denotes agents in Group 1555 who are logged on, but "not ready"
to receive calls.
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The green portion of the graph denotes agents who are logged on AND "ready" to
receive calls.
So in the example above, you can see that Group 1555 has 3 agents. Currently their
statuses are: 1 agent is "logged off"; 1 is "not ready" (to receive calls) and 1 is "ready".
As you can see, agent status information is displayed for each group. And once again,
you can see that "Group 1000" agents do not appear to be doing very much work!
By looking at this graph you can see the reason why: there are no agents in Group
1000 that are logged off, not ready, OR ready. So you can infer from this that there
are no agents in agent group 1000 yet! As no agents are assigned to Group 1000,
there is no queue, no calls, and therefore no agent performance information.
For this reason "Group 1000" does not appear in some of the graphs. Creating agents
and assigning them to agent groups is described in Chapter 9. "SYSTEM MANAGER
TASKS"
Assigning existing agents to agent groups is described in Chapter 4. "GROUPS".
2.1.
Customising the Dashboard
You can choose which of these graphs are displayed on the Dashboard. Maybe you're
just not interested in a particular graph.
To customise the Dashboard:
1. In the Dashboard toolbar, click the Properties button. The Configure dashboard
dialog is displayed.
2. You will notice the check box beside each graph is checked (there is a tick in the
box). This means that all graphs are included in dashboard view. If you don't want
to see a particular graph, click on that graph's check box, so that the tick
disappears. This removes the graph from the Dashboard. Click OK.
3. Now re open the Configure dashboard dialog and check the check box for that
graph again. When you click OK, the graph re appears on the Dashboard.
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Figure 2-8 Configure dashboard dialog
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3.
FLOORPLAN
The floorplan is used to give the position of the agents desk in the office as well as
information about the status of the agent (ready, not ready, logged off). So you can
see here in one glance all the activities that take place in your contact centre. For
instance if one of the agents is not responding although he is at his desk, you can take
action immediately.
Figure 3-1 Floorplan overview
3.1.
Create Floorplan
To create your floorplan, add agents to your floorplan. Select new from the Edit menu.
The following window appears. All agent extensions are listed in a pull-down menu.
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Figure 3-2 New extension screen with DNR list
Select the required agent extension from the list.
By selecting an agent extension also the name of the agent is know and will be
displayed on the agent frame.
Figure 3-3 Extension selection window if all agents are assigned
When all agent extensions are used, the pull down menu is empty.
Organize the floorplan frames according the office environment.
The moment the floorplan is created, the floorplan is active as wel.
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3.2.
Modify floorplan
After a floorplan is created you can modify the floorplan. It is possible to delete agents,
move them to another location on the floorplan or create new agents.
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Deleting
Right mouse click on the agent and select Deletefrom the menu. The agent will
disappear from your floorplan and is available again in the "new extension list" as
mentioned in the previous paragraph.
Moving an agent to another position
Select the agent with a left mouse click, hold and drag the agent to the required
location.
Adding a new agent
See 3.1. "Create Floorplan".
3.3.
Monitoring the floorplan
In the agent frame you see the name of the agent, his phone number, status of the
agent and the time this status is active.
The floorplan status symbols displays all possible agent statuses. For a complete
overview, see 7.2. "Router Monitoring".
The agent frame displays if the agent is ready, not ready or logged off.
Agent Ready
The ready status of the agents is shown as follows on the floorplan.
Figure 3-4 Agent ready
Agent Not ready
The not ready status of the agents is shown as follows on the floorplan.
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Figure 3-5 Agent not ready
Agent logged off
The logged off status of the agents is shown as follows on the floorplan.
Figure 3-6 Agent Logged off
3.4.
Floorplan Alarming
Besides monitoring the agents on the floorplan, you can also specify alarming.
The entered value is in minutes and is valid for all agents on the floorplan.
There are two types of alarming available for the floorplan.
Maximum Not Ready Time
By specifying a Maximum not ready time, the system will notify on the floorplan if an
agent exceeds the specified maximum not ready time.
Maximum Busy Time
By specifying a maximum busy time, the system will notify on the floorplan when an
agent is talking on the phone longer than the specified time.
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If an agent exceeds the maximum busy time, the Agent frame color changes from
green to red.
To set the alarm parameters, right mouse click on one of the agents and select
Properties from the menu. The following window appears.
Figure 3-7 Setting of agent alarms
Enter the required values in minutes and select OK.
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4.
GROUPS
Click on the
shortcut button, to view a list of agent groups.
Figure 4-1 Agent groups
The agents in a Contact@Net 230 call centre are organized into groups - Agent
Groups. By clicking on an agent group, a list of the agents in this agent group is
displayed in the right hand area of the window. (in the example above, _Group1500
has been selected).
You can view details about an agent group. You can add, or remove agents from that
agent group if you wish.
Note that this does not delete the agent. It only removes them from that agent group.
In this chapter, other options, settings and functions related to Agent Groups are
mentioned, but these are of a more technical nature and are described in detail in
Chapter 9. "SYSTEM MANAGER TASKS".
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Once agents have been assigned to agent groups you can monitor the agent groups'
activity and status (including: how many agents are logged in; how many calls are in
the queue; how many calls today/this week; how many agents are busy; who has
taken a 2 hour lunch break, and so on.)
You can generate reports based on agent groups as well. So when setting up agent
groups for the first time it is important to discuss with the System Manager:
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The hierarchy and organisation of your company
What information you wish to see on reports and when monitoring your workforce,
and/or your callers.
Refer to Chapter 8. "REPORTS".
4.1.
Adding and Removing Agents from Agent Groups
Right-click the mouse on the agent group to which you want to add or remove agents.
A popup menu is displayed, offering a number of options.
Select the option Assign. The Assign Resources to agentgroup dialog box is
displayed.
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Figure 4-2 Assign resources to agentgroup dialog box
You can see that Agents Bart, Christine and Andrew are already assigned to _Group
1500. Agent Douglas is not assigned to this agent group.
To assign, or de-assign an agent: double-click the mouse on the agent's name. The
Agent will move to the other column.
To move multiple agents from one column to the other: select the agents you wish to
move from one column to the other, by holding down the Shift key on your keyboard,
and clicking on each agent you wish to move. When all the agents you wish to move
from one column to the other are selected, click on the right or left arrow keys, to move
the agents to the right, or left column.
Click OK to close this dialog box when you have finished.
4.2.
Viewing Agent Group Properties
Click the Properties button to display the Group Properties dialog.
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Figure 4-3 Group properties dialog
This dialog displays the following information about the agent group:
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Name
The name of the agent group is displayed in the topmost field.
In the figure, above, the name is group 1500. You can change
the name if you like.
ACD Group DNR
This is the number used by external callers (customers) to
contact the group. Calls that are made to the group will be
distributed amongst agents who are members of that group
(and are logged in/set "ready" to receive calls). Do not change
the ACD Group DNR unless you have made appropriate
settings in the hardware/software as described in the
Contact@Net 230 Management manual.
Service Level time
Most call centers define "service" as the time a caller has to
wait before their call is answered by an agent. (This is
calculated from the moment the caller is queued, not including
any time they were listening to a greeting message). This is
true for Contact@Net 230. If the service level for this Agent
group is set to 40 seconds (as shown in the figure, above) all
calls that are answered within that time are considered "within
service level".
Service level is defined as "calls answered within service level
time, stated as a percentage of all calls". For example, if, in a
day, half of the calls are answered within "service level time"
then the service level for that day is 50%.
Service level is used as a performance indicator on monitors
and reports within UCS Administrator.
Non-ACD Call Limit When an agent logs in or out; sets themselves "ready" or not
ready" to receive calls, by picking up their handset and keying
in digits, this is recorded as a "Non ACD call". "Non-ACD calls"
appear on reports as "outgoing calls". This can make it difficult
to read the "useful" information about real outgoing calls. By
setting the Non-ACD call limit, you can "filter out" all outgoing
calls less than a number of seconds in duration. (Typically
those "calls" made by agents logging on, off etc., as described
above.) outgoing calls shorter than the time value you specify
here will not appear on reports. Longer outgoing calls, for
example, to friends or colleagues will be included in reports.
Enter a suitable time value in seconds. 10 seconds is long
enough for an agent to dial a code and prefix; not long enough
to make a personal call.
Alarm Settings
button
Displays a dialog in which you can define alarm settings for
UCS Administrator's performance monitors. Refer to the
subsection Alarm Settings below.
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Call qualifications
button
Displays a dialog in which you can define call qualifications.
These are codes that can be keyed in by agents after a call is
complete, as part of their after call work. These codes may be
set up to indicate, for example: a successful sale; a request for
more information from the customer; a complaint, etc.
The subsection Call Qualifications explains how to set up new
(or change existing) call qualifications.
Click OK to save your settings and close this dialog. Or click Cancel to close the
dialog and return to the original settings.
4.2.1.
Alarm Settings
Click on the Alarm Settings button in the Agent Group Properties dialog, to display
this dialog box.
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Figure 4-4 Router Monitor Thresholds dialog
You can view the performance of the call centre using monitors. The monitors show
the performance of the call centre using graphics and icons. Group monitors can have
"alarms" set up.
When certain performance thresholds are reached, the icon or graphic will change
colour. When the icon for a monitor is green, then performance is considered "OK".
When the icon turns orange in colour, this signifies performance is approaching
unacceptable levels.
When the icon turns red in colour, this indicates the performance level is
"unacceptable".
This method of indicating performance levels in group monitors is known as
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"alarming".
For example, in the figure above, the settings for the Queue Length monitor are:
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Green=70
Orange=80
Red=100.
So for this monitor, an acceptable queue length is "up to 80". While there are less then
80 callers in the queue, the icon representing that agent group is green. When there
are 80 callers in the queue, the queue length indicator turns orange. If 100, or more
callers are in the queue, the queue length indicator turns red.
For more information about monitoring and alarming, refer to Chapter 7.
"MONITORS".
Use the
buttons beside each value, to increase, or decrease the thresholds at
which alarming occurs.
You can set thresholds for the following alarms:
Queue Length
The number of callers waiting to talk to an agent.
Maximum Waiting
time (sec.)
The longest time (in seconds) that a caller currently in the
queue has waited to talk to an agent.
Ready Agents
The number of agents who are logged in and ready to receive
calls (as a percentage of the total number of agents in that
group. You cannot change the "green" (OK) value for this
alarm. UCS Administrator detects the number of agents in this
agent group and sets that as the "100% of agents" value.
Service Level
Threshold (%)
The percentage of calls that have been answered within the
defined service level time today. Again, the "green" value is
set at 100% (the maximum possible service level) and you
cannot change this.
Click OK to close this dialog when you are happy with the settings. Remember: these
settings only apply to the agent group you last selected. If you have more than one
agent group, you must set alarms for those, too.
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4.3.
Call Qualifications
These are codes that can be keyed in by agents after a call is complete, to provide
some information about the outcome of calls. These codes may be set up to indicate,
for example:
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A successful sale
A request for product information from the customer
A complaint.
Note: The codes mentioned below are for example purposes only. The codes used
by your organisation will almost certainly be different to those used in the
following examples.
The call qualifications entered by agents can be seen in the Call Qualifications report,
which is described in Chapter 8. "REPORTS".
This section explains how to set up new call qualifications or change existing call
qualifications.
To enter a call qualification, an agent has to press a sequence of keys after the call is
complete. (*31 0 ).
For example, if you look at the figure below, when a call is complete, an agent wishing
to record the call as "successful" would press the key sequence *31 0 111.
The key sequence "*31 0" tells Contact@Net 230 that a call qualification is going to
be entered by the agent.
In Figure 4-5 "Call Qualifications dialog", below, 111 is the ID of the call qualification
"Successful". A Call Qualifications report that is subsequently generated for this agent
group, would then record this call as "successful". A number of key sequences, also
known as "prefixes" are described in the Agent Quick Reference Card.
You must define your own IDs for call qualifications.
Note: The length of IDs is 3 digits. Ensure all of your IDs are 3 digits in length.
Click on the Call Qualifications button in the Agent Group Properties dialog, to
display this dialog box.
31
Figure 4-5 Call Qualifications dialog
To edit an existing call qualification, type directly over the text you wish to change. To
create a new call qualification, click the
button, and type the information into the
new line that is displayed.
Remember, call qualifications you specify only apply to this agent group. If you have
more than one agent group you must specify call qualifications for the others, too. This
allows you to have different call qualifications for each agent group.
Click Close to save your changes and close this dialog.
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5.
AGENTS
Here, you can view a list of all agents. You can make changes to an agent's details.
In this chapter, other options, settings and functions related to agents are mentioned,
but these are of a more technical nature and are described in detail in Chapter 9.
"SYSTEM MANAGER TASKS".
Click on the
shortcut button.
Figure 5-1 Agents list
For each agent listed, the following information is displayed:
Agent
The name of the agent. The short name can be up to 12
characters in length.
Full Name
The agent's full name. The full name can be up to 50
characters in length.
33
PIN
The Personal Identification Number used by the agent to
logon to and logoff from Contact@Net 230. If you change an
agent's PIN, remember to tell them! Refer to the Agent Quick
Reference card for more information about logging on and off.
Refer to Chapter 9. "SYSTEM MANAGER TASKS", for more
information about setting PINs.
Extension
The extension of the agent's phone, within your office. That is,
the number you would dial at your desk, if you wanted to make
an internal call to them. This will not be the same as the Agent
Group DNR (mentioned in the chapter Groups). The Agent
Group DNR is the number dialled by external callers
(customers) who simply want to talk to somebody in that Agent
Group. "Agent Group DNR" and "Agent Extension" are two
totally different numbers. Dialling either number will make the
agent's phone ring. It is important that you are aware of this
and do not confuse the two numbers.
5.1.
Creating (or editing) an Agent Record
To create a new agent record, click on
to the list.
in the Agent toolbar. A new agent is added
To edit an existing agent record, click on that agent, then click on the Edit button in
the task bar. The Agent properties dialog is displayed.
34
Figure 5-2 Agent properties dialog
Name and Full Name These have already been described in sufficient detail. You
can change these if you want. For example, when agent "John"
leaves and is replaced by "Patrick". You can enter a name of
up to 12 characters in length in the Name field and up to 50
characters in the Full Name field.
35
PIN
A unique code that identifies the agent to UCS Administrator.
when an agent logs on or off, they must key in their PIN using
the number buttons on their phone. This process is discussed
in more detail in the Agent Quick Reference card. The PIN can
be changed at a later date. You might want to do this if the
agent repeatedly forgets their PIN (you could give them a
memorable PIN like "999") The length of the PIN code is three
digits.
The main things to remember about PIN codes are:
1- All PINS should be unique
2 - All PINs must be 3 digits in length.
3 - When you create, or change the PIN for an agent, tell them!
Extension
A list of extensions that you can use for agents in this agent
group are displayed by clicking the icon by the Extension
number.
Global Status
Agent "status," can be one of the following: Logged on; logged
off; Ready (to receive calls) or Not ready.
Click on OK. The following window appears:
Figure 5-3 statistical data window
If the agent is a new agent and not performed any call handling, select Yes.
If the agent already exists and was involved in call handling and the old agent
36
statistical data should be available in reports for future use, select No.
If the agent already exist and was involved in call handling and the new agent must
inherit the statistical data from the old agent, select Yes. From that moment on the new
agent name replaces the old name.
5.2.
Deleting Agents
In the Agent list, click on the agent you wish to delete.
Click the
button. A popup is displayed asking you to confirm that you want to
delete the agent.
Click on OK.
37
6.
WALLBOARDS
6.1.
Introduction
This chapter describes how to set up and edit the messages that will be displayed on
your wallboard(s).
Wallboards can broadcast text information to agents. You can use them to display
messages that contain information about the activity and performance of your call
centre, combined with text you type yourself.
You could create the message, for example:
Queue length is currently [22]".
Where you type in the text: "Queue length is currently" and the queue length figure
in [brackets] (the information element of the message) is obtained from Contact@Net
230, each time the message is displayed on the wallboard.
This means that messages are updated dynamically. If the queue length changes to
23, the "queue length" message will read "Queue length is currently [23] " the next
time it is displayed.
Note: The [brackets] shown around the information element in the example above
are not displayed on the wallboard.
Note: Contact@Net 230 supports two types of wallboards:
Message Maker
Data Display.
The Message Maker wallboard has more functions and features than the Data
Display wallboard. In the remainder of this section, information and settings
that do not apply to the Data Display wallboard will be marked: (Not applicable
to Data Display wallboard).
6.2.
Starting a Wallboard
The wallboards should be listed in the wallboard window. For each wallboard,
information (type, width, height, etc.) is displayed.
To start (boot) the wallboard
A wallboard will display messages once it is booted. Before attempting to boot a
wallboard, make sure:
38
•
•
The wallboard has been installed and configured correctly
Messages have been set up for this wallboard (otherwise it will not appear to be
working)
Click on the wallboard you wish to start, so it is selected. Now right-click the mouse
and select Boot from the popup menu that is displayed.
To shut down (stop) a wallboard
To stop a wallboard that is currently displaying messages, select that wallboard and
right click, select Shut Down from the popup menu that is displayed. In a few seconds
the wallboard will shut down.
6.3.
Wallboard Terminology
The messages you create are stored in Wallboard Pages. Each wallboard page can
have one (or more) lines.
A line is a single message that is displayed on a wallboard.
A wallboard line contains free text (for example "Number of calls today for Agent
Group 1500 is:") and may also contain an information element (for example, the
information element "#calls" would display the number of calls. The information
element must be assigned to an agent group (in this example, you would assign this
information element to "Agent Group 1500".) While it is possible to have a wallboard
line containing only information elements, this will in most cases be pointless, as it will
result only in a number being displayed on the wallboard, with no narrative text! For
example:
•
•
Queue length message with free text: Agent Group 1500 Queue Length is 24
Same queue length message without the free text: 24
You decide which of these messages is best for your requirements!
A message line can contain more than one information element. You could create the
line:
Calls to Agent Group 1500:< #calls> Calls to Agent Group 1600: <#calls> etc.
While there is no limit on the length of a wallboard line, or the number of information
elements, it is a good idea to keep individual lines quite short. This makes it easier to
read the messages on the wallboard. This also makes it easier for you to make
changes at a later date.
39
If you are using long message lines and you notice problems with the wallboard
display (hanging up, taking a long time to display a line, or acting "unpredictably"), Try
splitting up any excessively long wallboard lines. Try this, and see if it works, before
calling Customer Support and telling them your wallboard is "broken".
The Data Display wallboard can display a single message line at one time.
The Message Maker wallboard can display two or four lines of text simultaneously,
one above the other. There are two versions of the Message Maker: one has four
horizontal rows (lines) on which text can be displayed; the other has only two rows.
Those using the Message Maker wallboard can choose from one of three font sizes:
Normal, Large and Extra Large.
If the large font is used, two or four lines can be displayed (depending on the version
of the wallboard used). If the extra large font is used, only one or two lines can be
displayed, as the extra large font occupies two lines of the wallboard. Lines on the
wallboard are numbered 1-4.
If you use the Extra Large font on a 4 line wallboard, the first line appears on "line 1"
of the wallboard; the second line appears on "line 3". You can see this in the following
figure. (Note, the wallboard graphics are not in proportion, this is only intended to
illustrate the wallboards available and the line numbering convention that you will use
(if you are using wallboards with more that a single line) to assign message lines to
specific lines on the wallboard.
40
Figure 6-1 Wallboard variants - (MM 4 line showing extra large font size on lines 3 and
4)
By experimenting with the wallboard and message settings of the Message Maker
wallboard you can create interesting and useful displays, to suit a variety of
applications. The possible variations for displaying messages are endless, and may
or may not be relevant to the work practices of your organisation. So no examples are
given here. Experiment, and find out what works best for you.
If you have more than one wallboard page assigned to a wallboard, the pages are
displayed in rotation (page 1; page 2; page 3; page 1; page 2; page 3, and so on). The
41
sequence continues until the wallboard is shut down.
Within a message line, you can assign message details to specific agent groups. A
message detail is, for example, {#calls}. By adding this detail to a message line, the
#calls (number of calls) for the agent group to which this message detail is assigned,
will be displayed in the message. So the (number of calls) information displayed in this
line relate to the performance of that agent group only.
Before you can use a wallboard, you must enter some configuration information about
the wallboard and create the messages that you want to display. The procedure for
setting up wallboards is described in Chapter 9. "SYSTEM MANAGER TASKS".
Note: It is assumed that your wallboards have been installed correctly, as described
in the Customer Engineer manual, and the wallboard manufacturer's
documentation. You are advised to read the Creating wallboard messages Guided tour section that follows, before starting to create messages.
Section 6.5. "Organising Your Messages", describes the process in detail. This
section assumes that you have an understanding of terminology and
techniques that are introduced in the guided tour.
6.4.
Creating Wallboard Messages - Guided Tour
In the following examples it is assumed that a wallboard has been installed as
described in the Customer Engineer manual and configured as described in Chapter
9. "SYSTEM MANAGER TASKS". If no wallboard icon is displayed in Wallboard view,
it is likely that the wallboard has not been installed and configured correctly. Talk to
your System Manager or a Philips installation engineer if this is the case.
In wallboard view, double click on the wallboard to see any messages that already
exist for it. If messages already exist, they will be displayed as shown below:
42
Figure 6-2 Wallboard messages
If your wallboard has just been installed, there may be less (or no) wallboard message
information displayed.
Read through the description that follows, before trying to create your own messages.
This describes the various elements of wallboard messaging and explains how to set
up a sequence of messages.
In Figure 6-2 "Wallboard messages", above. The wallboard messages are displayed
in the form of a "family tree" showing the elements described earlier:
•
Wallboard. The "wallboard" item in this "family tree" acts as a "parent," in other
words, a container for wallboard pages. Each wallboard page contains a number
of "lines". You can consider a "line" to be a carrier for one or more information
43
•
•
elements (e.g. {#calls}) and some text you type in (e.g. "number of calls today is")
By combining the information element and the text in a wallboard line, you can
create the message "Number of calls today is (for example) {25}" .
Wallboard page (WB Page). A wallboard page contains 2 or 4 lines. This
depends on other settings, which are described later in this section. (Not
applicable to Data Display wallboard). The Data Display wallboard does not
support this option and can only have one line per wallboard page.
A single line, that can contain a message. In the figure above, the first line has four
messages. The first message is:
"Group 1 calls received" :{#Calls}".
If you double-click any of these items, (or select them and click the Edit button) you
can view, or change the settings that apply to that item.
By selecting and editing the wallboard, you can see a dialog box, listing the settings
relating to the configuration of the wallboard.
This dialog box, and the settings are described in Chapter 9. "SYSTEM MANAGER
TASKS" (in the section Configuring Wallboards).
To create a new wallboard, click the New button. A new, empty wallboard record will
be created, which you can edit. To create a new wallboard page, click on a wallboard,
so it is selected.
Now click on the Add button.
A new wallboard page, named "My new WB page" is displayed.
If you select a wallboard page and click Edit, information about the wallboard page
you selected is displayed:
44
Figure 6-3 Wallboard page settings
Make the following settings:
Description
The name of the wallboard page. Ensure that the name is
memorable. "Agent Group Insurance sales statistics" is a good
name; "Newwallboardpage7" is not.
Display Duration
The length of time, in seconds, for which each line contained
in this wallboard page is displayed on the wallboard.
Click on OK to close this dialog box and save any changes you have made.
To create a new wallboard line, click on the "parent" wallboard page so that it is
selected.
Click the Add button. A new wallboard line will be added to the "family tree".
To view or change the settings for a wallboard line, select that line and click the Edit
45
button. The Edit Line dialog is displayed.
Figure 6-4 Line settings
Line numbers
46
(Not applicable to Data Display wallboard) Each line within
this message is listed in numerical order. The lines will be
displayed on the wallboard in this order. You can have 1 up to
4 lines, depending on the "Font Size" of the message (see
below). If you click on a message within the line (for example,
Calls today: {#calls}) you can edit the actual message. This
activity is described in the next subsection. Note that when
using the 2 line display mode and the extra large font, the first
(top) line of the display is "Line 1" (includes lines 1 and 2 of
the wallboard); and the second line of the display is called
"Line 3". (Includes lines 3 and 4). You will need to be aware of
this when creating, or editing lines. The Data Display
wallboard supports only single line messages. Data Display
users should ignore this field.
Font size
(Not applicable to Data Display wallboard) The Message
Maker wallboard can display text in three sizes: Normal,
Large and Extra Large. When text is displayed in Normal size,
two lines can be displayed simultaneously on this wallboard.
One line is displayed above the other. When text is displayed
in Large or Extra Large size, only one line can be displayed in
a message. The Data Display wallboard can only display a
single line of text in a message line and can only display text
using one font size. Data Display users should set the font
size to "Normal"
To create a new wallboard message, click on the "parent" wallboard line so that it is
selected. Click the Add button. A new wallboard message will be added to the "family
tree".
To view or change the settings for a message, select the message and click on the
Edit button. The Edit Detail dialog is displayed:
47
Figure 6-5 Message settings
Text
48
Type in the text that will be included in this message. This text
appears before the information element, which you define
later in this dialog box. If you wanted to send a message about
the length of the queue, for example, you would type
something like "Queue length is" here.
Text position
A typist would call "text position" an "indent value". If you enter
"1" in this field, the first letter of this message appears at the
left hand edge of the wallboard display. If you enter "2" the
whole message is displayed one character "indented" to the
right. If you enter "3" the message is displayed 2 characters
indented, etc.
You can set this value so that two information elements
appear on the same line. In the following figure, you can see
two messages: "Queue = 1" which starts on text position 1;
and "SL=85%" which starts on text position 9. (Incidentally,
SL stands for Service Level). If "1" was selected as the text
position of both information elements, they would be displayed
"on top of each other" on the wallboard. This is probably not
what you want to happen.
Foreground colour
(Not applicable to Data Display wallboard) Select the colour in
which you would like the message text displayed, from the
drop down list. Data Display users should leave this field
blank.
Background colour
(Not applicable to Data Display wallboard) Select the colour in
which you would like the background displayed, from the drop
down list. Data Display users should leave this field blank.
Display mode
The way in which the message appears on the wallboard.
Select the appropriate display mode from the drop down list.
Try out the different display mode settings to see which ones
you prefer. Note: The "Scrolling" mode works on line 1 only. It
does not work on lines 2, 3 or 4. If you select "scrolling" as the
display mode, for the first line, then all information items in the
line will scroll. It is not possible to have both scrolling AND
non-scrolling information items in line 1 simultaneously.
Information element This is the information part of the message. Select the
appropriate information element from the drop down list. If, for
example you were creating a "queue length" message, you
would select the "number of callers in queue" information
element.
49
Flashing alarm
(Not applicable to Data Display wallboard) Just as monitors
can be set up to "alarm" when a critical situation is reached,
you can apply alarms to wallboard messages. If, for example,
you want agents to be warned when the queue has an
unacceptably large number of callers (or whatever the
information element for this message is) check this box. Data
Display users should leave this field blank.
Alarm Threshold
(Not applicable to Data Display wallboard) The level at which
the Flashing alarm activates. If, for example, you want the
alarm to activate when the queue has more than 20 callers,
type "20" here. The alarm threshold relates to the status of the
information element. In other words, if this message contained
the information element "number of ready agents" and the
threshold is set to "20", the alarm will activate when there are
less than "20" ready agents. Note: this field can only be edited
if the Flashing Alarm checkbox is checked. Data Display users
should leave this field blank.
Buzzer alarm
(Not applicable to Data Display wallboard) This works the
same way as the flashing alarm, but it buzzes! Check the box
to set up the buzzer alarm. Data Display users should leave
this field blank.
Alarm Threshold
(Not applicable to Data Display wallboard) The level at which
the buzzer alarm activates. Note: this field can only be edited
if the Buzzer Alarm checkbox is checked. The buzzer is
designed to be heard very clearly above the noise levels in a
busy office. It is very loud and annoying. So when configuring
alarms, it is a good idea to set the threshold for the flashing
alarm at a "warning level" and the threshold for the buzzer
alarm at a higher, "emergency level". Data Display users
should leave this field blank.
Click on OK to save your changes and close this dialog box. Or click on Cancel to
close the dialog box without saving.
50
Note: The settings in this dialog apply only to the message you are configuring. You
must make these settings for each message, individually.
Figure 6-6 Wallboard text position settings
6.5.
Organising Your Messages
This section explains how to:
•
•
•
Set up wallboard messaging
Organise your messages into groups
Change the order in which messages are displayed.
6.5.1.
Setting up Messages
When you double click a wallboard in the list, the Wallboard Configuration window
is displayed.
In the following figure, you can see there is one wallboard - called "Wallboard1". The
wallboard contains two "WB-pages".
Line 1 of the first WB-page contains performance related messages, that contain
information elements ([#Calls] and [QueueLength]) for Group 1 and Group 2.
Line 2 contains "text only" messages. The second WB-page contains the "text only"
seasonal message "Merry Christmas and a happy new year".
51
Figure 6-7 Wallboard Configuration window
When you are setting up the wallboard for the first time, you must create (at least one)
wallboard page, containing a wallboard line, in which you can create messages. To
do this:
1. Click on the name of the wallboard you wish to set up. In the example screen
picture above, the name isWallboard: MessageMaker. The wallboard name is
now highlighted.
2. Click on the Add button, to create a new wallboard page. When you do this, the
new page is displayed in the hierarchy. It is named "My new WB-page".
3. Double click on the new wallboard page.
4. The Edit Page dialog is displayed.
52
Figure 6-8 Edit Page dialog
5. Type the name of the wallboard page and the display duration (length of time each
message in this page will be displayed on the wallboard) in the two fields on this
dialog. Click OK, to close the dialog box and save your changes.
6. Now you have created a wallboard page and saved the settings, you can add a
wallboard line to it. Click on the wallboard page so it is highlighted.
7. Click on the Add button, to add a line. The new line is displayed in the hierarchy.
It is named "line 1".
8. Click on the new line so it is highlighted.
9. Click on the Edit button. The Edit Line dialog is displayed.
53
Figure 6-9 Edit Line dialog
10. When a wallboard contains more than one wallboard line, the messages contained
in lines are displayed in numerical order. Line 1, line 2, line 3, and so on. You can
change the order in which lines are displayed, by changing the line number.
Font size is defined in the Message Settings dialog, described earlier in this section.
Remember, font size only applies to the MessageMaker wallboard. Data Display
users will notice this field is greyed-out and cannot be changed.
11. Now your wallboard line contains a line, you can add messages.
Click on the wallboard line so it is highlighted and click the Edit button. Enter
information into the Edit Detail dialog that is displayed. (The Edit Detail dialog is
described earlier in this chapter, in the Guided Tour section.)
6.5.2.
Organising Your Messages into Groups
In medium-sized or larger call centres it is likely that more than one agent group are
working. Suppose you want to create a set of messages for each agent group. The
54
messages are the same, but the information will be specific to each agent group.
For example: (Message 1): Agent Group 1 calls today = 200 (Message 2): Agent
Group 1 queue length = 15 (Message 3): Agent Group 2 calls today = 157 (Message
4): Agent Group 2 queue length = 12.
There are 2 methods to do this, which are described below:
Method 1 - Messages for all agent groups in a single line
1. Create a single wallboard line containing 2 wallboard messages for each agent
group.
2. When you have created this hierarchy, edit the messages. Assign the first two
messages to the first agent group; the second two messages to the second agent
group, using the Select Agent Groups button (described in the following subsection
- Assigning messages to Agent Groups).
The messages in each line will be played in rotation until the wallboard is shut down.
55
Figure 6-10 Organising messages (method 1)
Method 2 - Messages for each agent group in a separate line
1. Create 2 wallboard lines, each containing only the messages for one agent group.
56
Figure 6-11 One message line per agent group (method 2)
2. When you have created this hierarchy, edit the messages for each agent group.
Assign the information element of first two messages to the first agent group; the
second two messages (in line 2) to the second agent group, using the Select Agent
Groups button (described in Section 6.6. "Assigning Messages to Agent Groups").
3. The message lines will be displayed in numerical order (the messages in line 1 first;
the messages in line 2 second).
To change the order in which the lines are displayed for each agent group, rename
"line 1" as "line 2" and vice versa. When you close and re open the Configure
wallboard dialog, these changes will be effected.
Until you close and re open the Configure Wallboard dialog box, the information
57
displayed here does not change.
6.6.
Assigning Messages to Agent Groups
As explained earlier, a message normally contains some information about an aspect
of contact centre performance (the information element) and some text you type in
yourself.
For example: (Text you type in) "Calls received today =" (information element)
"{number of calls today}"
You must choose the agent groups for which this information will be obtained. To do
this, you assign the message to an agent group or agent groups.
Select the message you want to assign agent groups to. In the Edit Detail dialog, click
on the Select Groups button to display the Select an Agent Group dialog, shown
below.
Figure 6-12 Assigning messages to agent groups
58
This dialog shows all of the existing agent groups.
The left column - Available groups - lists the groups that are not assigned to this
information element in this message.
The right column - Selected Groups - lists the groups that are assigned to this
information element in this message.
To assign an information element to an agent group, double-click on that agent group,
in the Available Groups column. The agent group moves to the Selected Groups
column. When this message is displayed on a wallboard, it will include information
about the selected agent group (or groups) only.
Example: A call centre has 2 agent groups, called Group A and Group B.
Today, there have been:
100 calls to Group A and 200 calls to Group B.
You create the message: Calls today = [#calls]
If you assign this message to Agent Group A, the wallboard displays the message:
Calls today = 100
If you assign this message to Agent Group B, the wallboard displays the message:
Calls today = 200
If you assign this message to Agent Group A and Agent Group B, the wallboard
displays the message:
Calls today = 300
(the calls to Agent Groups A and B combined)
Click OK to save your changes and close this dialog box.
59
7.
MONITORS
The graphs described in Chapter 2. "DASHBOARD" provide you with an overview of
Contact@Net 230 performance and activity.
Sometimes you may want to take a more detailed look at the activities of specific
agents, or agent groups; caller activity, etc.
Monitors allow you to do so. To view monitors, click the
button.
The Monitoring window is displayed.
This window offers 2 types of monitoring:
Click on Router monitoring to view, in real time, the activities of individual agents, or
agent groups.
Click on System monitoring to view a log of incoming calls/activity on the system.
Alternatively you can click on the appropriate view/hide system (or router) monitor
button in the toolbar.
7.1.
Alarming of Monitors
Before looking at the monitors, you should be aware of alarming. Alarms can be set
up so that you will be notified when, for example, a queue reaches an unacceptable
length, or the number of working agents goes below a certain level.
Take a look at the figure below. You can see there are three ready agents. This is not
a problem, so the number of ready agents is depicted as a green horizontal bar.
(Green = OK).
However, the Service level (50%) is below the acceptable level, so it's alarm has been
activated. To "alarm" this critical status, service level is now depicted as a red
horizontal bar. (Red = BAD).
As a situation approaches an alarmable level, the monitor appears orange (Orange =
CAUTION).
The procedure for setting these alarm levels is described in Chapter 4. "GROUPS".
7.2.
Router Monitoring
Router monitoring enables you to view the status and activity of agent groups. You
60
can open two monitors simultaneously, if desired. The second monitor will be opened
in a new window.
To close a monitor window, click on the appropriate view/hide (system or router)
monitor button.
The following figure shows the router monitor for _Group1555.
Note: The names of agent groups and agents shown in this section are for example
purposes only.
Figure 7-1 Router monitor
The following information is displayed in the darker blue area of the router monitor:
Group
The name of the agent group being monitored in this window.
If more than one agent group exists, you can select another
agent group by clicking on the
and selecting from the list
of agent groups displayed. Details of the agent group you
selected will then be displayed in this window.
Status
Day or night. While the status is "Day" calls will be received by
Contact@Net 230 and distributed to agents; when the status
is "Night" calls will not be accepted by Contact@Net 230.
Calls today
The number of calls to this agent group today.
61
Queue Length
The horizontal bar that is displayed shows the length of the
queue as a fraction of the maximum queue length.
The actual number of callers in the queue is displayed to the
right of the horizontal bar.
Max Waiting
The horizontal bar shows the "in queue time" of the oldest
waiting caller. The actual time, is displayed to the right of the
horizontal bar.
Ready Agents
The number of agents in this group who are currently logged
in and set "ready" to receive calls. The horizontal bar
represents the number of agents logged in and set ready,
compared to the number of agents in that agent group. In the
picture above, the horizontal bar completely fills the white box.
This signifies that all of the agents in this agent group are
logged in and "set ready". The number of "ready" agents is
displayed to the right of the horizontal bar.
Service level
Most call centres define "service" as the time it takes for an
agent to answer their phone when it starts ringing. This is true
for Contact@Net 230. If the service level for this Agent group
is set to 9 seconds, all calls that are answered within that time
are considered "within service level". This graph shows the
number of calls answered within the defined service level time,
as a percentage of all calls received by this agent group,
today. The percentage of calls answered within "service level
time" is graphically represented by the horizontal bar, and
shown as a numeric value to the right of the horizontal bar.
Service level is set up in the Agent Group Properties dialog.
This procedure is described in Chapter 4. "GROUPS".
By clicking one of the three left most buttons in the light blue part of this dialog, you
can see different aspects of the agent group's performance:
To view agent activity
62
To view the status of the queue
To view performance graphs (a subset of those described in
Dashboard view).
7.2.1.
Agent activity
Agent Activity view is shown in the previous figure. Each agent in the agent group is
represented by an icon. The icon will change in colour and appearance to show the
current status of the agent. The icons are listed and described below:
Agent is logged off
Agent is logged in and "ready" to receive calls
Agent is logged in but switched "not ready"
Agent's phone is ringing
Agent is talking to a caller
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Agent is performing "After Call Work".
After a call is completed, agents are allowed a period of time in
which they can perform any follow-up activities that are related
to the call. The agent will not be "ready" to receive calls until
this period is over. Unless they manually set themselves ready
before this period has expired. After Call Work time is defined
by the Installation Engineer, during the setting up of the PABX.
Setting up the After Call Work period is described in the
Contact@Net 230 Customer Engineer manual.
For each agent the following information is also displayed:
Agent
The agent's name
Time
Time since the agent logged on (or time since the agent status
last changed. For example, how log they've been "in a call" or
"waiting for a call" or "set absent")
Calls
Number of calls handled by this agent
Status
An agent can be in one of the following "states":
- Logged on
- Ready
- Not Ready
- Logged off
An agent can change their status by keying sequences of
numbers on their phone keypad. These sequences are listed
in the Agent Quick Reference card.
Since
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Time in hours and minutes since the agent's status last
changed.
Extension
The agent's internal telephone extension.
Status
The status of their internal phone extension. Free or busy. (It
is possible that an agent is set "ready" but phoning their friend
in the next office)
Queue Status
Click on
to view the queue status monitor for an agent group.
Figure 7-2 Queue monitor
This monitor shows the number of callers who are currently waiting for an agent to pick
up their phone. For each person in the queue the following information is displayed:
•
•
The agent whose phone is ringing
How long the agent's phone has been ringing.
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7.2.2.
Performance Graphs
Click on the
button to view performance graphs
The graphs displayed here are a subset of those described in Section 2.
"DASHBOARD".
7.2.3.
System Monitoring
System monitoring provides a detailed of record of system activity in a list, or log,
format. The system monitor has three "tabs": System, Calls and Events.
By clicking on any of these tabs you can view a log of that activity since the last time
UCS Administrator was started.
Figure 7-3 System monitor showing the calls tab
To view or hide the system monitor, click on the view/hide system monitor button, in
the toolbar. These monitors are mainly for use of System Managers and Installation
engineers.
They are described in detail in the Contact@Net 230 Customer Engineer manual.
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8.
REPORTS
UCS Administrator enables you to define and generate a variety of reports about the
activity and performance of the Contact@Net 230 call centre.
You can save the reports you define and generate them again later. You can set up
your reports so they are generated automatically at pre-defined times.
For example: Suppose you define and save 20 "End of month" reports. You can
schedule them so they are automatically generated, at the end of each month
Defining, generating and scheduling reports are described in the following sections.
The reports are described individually at the end of this chapter.
8.1.
Defining and Generating Reports
There are two distinct processes involved in printing a report:
1. Defining the report. This involves defining the parameters for the report. These
parameters include: The agent group, or groups to be included in the report, the
range of dates for the report (this week, last week, 12/10/99, today, and so on).
You must choose an output medium (this means you must decide whether the
report will be printed, saved as a file, published as a web page, etc.). Finally, you
must give the report a name. Once the report has been defined, you can save it.
2. Generating the report. Once the report has been defined, named and saved, you
can generate it. The report will be generated in the output medium you (or whoever
defined the report) chose.
To define a new report, you will use the Reports Wizard.
To generate existing reports based on Contact@Net 230 activity and performance
you will use the Reports window.
To guide you through the process of defining a report, the Reports Wizard displays a
sequence of dialog boxes. In each dialog box, you provide information about the
report you want to define. When you generate the report, the information you provided
in the dialog boxes is used to extract the appropriate data from the database.
Once it has been defined, a report can be viewed in a number of ways:
1. Previewed on screen. Either as text or as a graph. While the report is previewed
on screen, you can make more changes to it. Refer to the subsection Previewing
Reports, later in this chapter.
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2. Saved as a file to be viewed or printed later. Files can be saved in Microsoft Word
format, or Excel spreadsheet format.
3. Published to an internet address, as an HTML file.
4. Sent as an email.
5. Printed.
8.1.1.
About Time Periods Quoted on Reports
Many of the reports depict performance "elapsed time" in some way. This could be,
for example, the time it takes for an agent to answer their phone. Or the time a caller
was waiting for the phone to be answered. It is important to understand that times for
what appear to be the same thing may be different, depending on the report. Take the
example of "Time an agent takes to answer their phone" against "Time a caller is
waiting for their phone to be answered."
For a particular call, you might expect these two "time" values to be the same. But the
values are different. A caller is considered to be "waiting" as soon as their call is
connected to the Contact@Net 230.
Before the agent's phone begins to ring, maybe the caller has to listen to an
announcement message ("Welcome to our company. You call is placed in a queue").
Imagine the caller waits in a queue for, say, 20 seconds before an agent is available
and the agent's phone begins to ring.
The agents phone is ringing for, say, 10 seconds, before they answer the call. So a
report that includes this call and talks about "call waiting time" may quote a value of
30 seconds (the time the caller was waiting for an answer).
A different report mentioning the same call, from the perspective of Agent response
time, will quote "10 seconds" for the same call (the time the agent took to pick up their
phone once it started ringing). You should be aware of these differences when
reading reports, and comparing "performance" figures on reports with the data shown
on monitors (and other reports) as the apparent conflict of information may be
confusing.
The following diagram shows the stages of a call, from a reporting perspective. Where
appropriate, these "stages" are used to describe the values that appear in the various
reports.
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A
B
Queued
D
C
Ringing
Call waiting time
Connected
E
After Call Work
Talk time
Figure 8-1 Stages of a call
Between points A and B, the caller is connected to the Contact@Net 230 (maybe a
"welcome" message is played to them during this time) and they are waiting in a queue
for an available agent.
Between points B and C an agent has become available and their phone is ringing.
The period between points A and C is referred to as "Call waiting time".
At point C, the agent answers their phone.
Between points C and D the agent and the caller are in conversation. This period is
referred to as "Talk time".
Point D is the time at which either the caller or the agent put down their phone, ending
the call.
Between points D and E, is called "After Call Work time" (ACW time).
This is time allocated for the agent to complete any tasks that may be associated with
the call (paperwork, sending an email, making enquiries etc.)
Note: A certain length of "After Call Work time" is set by the installation engineer for
each agent group. During ACW time, the agent is set "not ready". At the end
of the allocated ACW period, the agent is set "ready" again. Agents may set
themselves "ready" before the end of the ACW period, by pressing the key
sequence defined in the Agent Quick Reference card.
8.1.2.
About "Non-ACD Calls" in Reports
When an agent logs in or out; sets themselves "ready" or not ready" to receive calls,
by picking up their handset and keying in digits, this is recorded as an outgoing call.
Outgoing calls appear on reports. This can make it difficult to read the "useful"
information about real outgoing calls.
69
By setting a Non-ACD call limit, you can "filter out" all non ACD calls less than a
number of seconds in duration. (Typically those "calls" made by agents logging on, off
etc., as described above.) Non-ACD calls shorter than the time value you specify here
will not appear as "outgoing calls" on reports. Longer outgoing calls, for example, to
friends or colleagues will be included in reports.
Enter a suitable time value in seconds. 10 seconds should be long enough for an
agent to dial a code and prefix.
8.2.
Previewing Reports
When you choose "preview report on screen" as the output option, the report will be
displayed on screen. This is useful, especially for large reports, as you can check that
the correct information is included in the report, before printing it out.
While a report is previewed on screen, you can make some additional changes to the
format and layout. A portion of a "previewed" report is shown below.
Figure 8-2 The "report preview"
Note the row of buttons on the toolbar:
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Figure 8-3 Report preview buttons
These buttons are described below:
Click the printer button to print the report
Click the magnification button to toggle between a small, and
magnified view of the report
These buttons enable you to: view a single page of the report;
view 2 pages and view multiple pages. The report should be 2
or more pages in length in order to obtain any benefit from
changing views. If you select the "view multiple pages" option,
a pop up menu is displayed, from which you can choose the
multiple pages view you prefer.
The first column in the body of the Figure, above, is Hour.
For each hourly reporting interval (08:00, 09:00, etc.)
performance figures are provided. In the example above,
these performance figures include:
- calls offered
- full
- no agent
- abandoned
- answered, etc.
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If you click the Aggregation button, you can change the reporting interval to one of
the following values:
Quarter hour
Figures are provided for every quarter hour e.g. 08:00, 08:15,
08:30, etc.)
Hour
Figures are provided for every hour
CalendarDay
A day in a month. For example "14".
WeekDay
A day in a week, for example "Wednesday"
Month
Figures are provided for every month. This is more useful for
annual reports
When you select a new aggregation value, the previewed report will immediately
update itself, accordingly.
Displays the report in the form of a chart.
Displays the report in the form of a column graph
Exports the report in Word, or Excel format. When you
click on the button, a drop down list is displayed
offering the appropriate exporting options for this
report. If you choose to do this, you will be prompted
to specify the name and location of the output file.
Some reports are not suited to all of these exporting
options. Inappropriate options are "greyed-out". You
cannot select them.
Close
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Click on this button to close the report.
Note: When you view a report in chart or column format, the chart (or column) is
displayed in a new window. If you close the window, these changes are not
automatically saved.
You cannot save and subsequently re generate a report in chart or column
format. The next time you preview or generate this report by selecting it from
the list of reports, it will be displayed in the original report format.
If you prefer to distribute reports in chart, or column format, you must preview
the report, select the desired view (chart or column) save them separately each
time. Reports that you "preview" in graph and column format do not appear in
the Report list.
The buttons listed above are not appropriate to all of the report types. Buttons that
cannot be used on a particular report are "greyed-out". This prevents you from trying
to use them.
The following table lists the buttons that CAN be used to make changes to each type
of previewed report.
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Report type
Buttons/functions that can be used to change a previewed report
Print
Magnif View Aggregatio
y
Page n
s
Show as Show as Export to
chart
columns Word/
Excel
Call Traffic
Analysis
X
X
X
X
Summary
X
X
X
Router
Traffic
Analysis
X
X
X
X
Agent
X
Performance
X
X
X
Agent Traffic X
Analysis
X
X
X
Abandoned
Calls
X
X
X
X
X
Call
X
Qualification
X
X
X
X
Event log
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Table 8-1 Usable buttons for report previewing
8.2.1.
Scheduling Reports
As a supervisor, you will probably be expected to generate certain reports on a regular
basis. For example, at the end of the month, you may need figures for all agent
groups' performance on a daily basis, and reports summarising the activity of the
entire Contact@Net 230 on a daily and weekly basis.
Maybe every 3 months, you need to generate a more detailed set of reports for the
accountants, or annually, a complete set of reports for shareholders or directors.
You can schedule a report to be generated on a particular date and time, and at
regular intervals. So you could schedule all the "end of month" reports in the example
above, to be printed at 00:01 on the first of the month.
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Note: Generating large batches of reports is best done while the Contact@Net 230
is not busy (this is likely to be during evenings or weekends) as report
production may impair the performance of the Contact@Net 230.
The impact of report production on "system" performance depends on the size
of your call centre and the amount of report information being generated.
8.3.
List of Reports
The following reports are available:
Report
Call Traffic Analysis
Brief description
Overview of system traffic during the day.
Summary
Comprehension of the most important performance indicators.
Router Traffic
Analysis
Agent Performance
Offers extensive insight into routed calls.
Offers insight into the performance of the agents.
Agent Traffic Analysis Detailed agent traffic and status information.
Abandoned Calls
Analysis
Offers insight in the number of abandoned and aborted calls of
queued callers.
Event Log
For use of System Managers and mainly Installation Engineers
when testing, or analysing system performance and related
issues.
To choose the report you want to generate:
Click on
. The Reports window is shown.
75
Figure 8-4 List of existing reports
This window lists the reports that have already been defined. Double-click on the
report you wish to generate. If the report you want to generate does not appear in this
list, then you must define it. The next section - Defining reports using the Report
Wizard - explains how to do this.
8.4.
Defining Reports using the Report Wizard
This section provides general advice on using the Report Wizard to define reports. It
is intended to provide an overview of the report definition process. Specific
descriptions of individual reports, including example printouts, are provided at the end
of this chapter.
8.4.1.
To Define a New Report:
Click on the
displayed.
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button in the Reports toolbar. The Report Wizard dialog box is
Click on Next to continue (or click on Cancel, to cancel and close the dialog box.) A
new dialog box is displayed, in which you are prompted to select the report you want
to define.
Figure 8-5 Report Wizard dialog box
Click on the
button and select the report from the drop down list. When the desired
report is displayed in the menu box, click on Next.
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Figure 8-6 Select report type dialog
Note that the information you must provide varies, depending on the report you want
to define.
78
Figure 8-7 Choosing an agent group
You are now prompted to choose the agent group you want the report based on.
Select the agent group and click Next.
79
Note: If you accidentally click Next and want to change a setting you made earlier,
you can. Click on Back, one or more times, until the setting you want to change
is displayed. Change the setting and click on Next one or more times to resume
the report definition. Now specify the date, the period or the date range of the
report. Click on the appropriate radio button.
Figure 8-8 Defining the date range of the report
Select the required reporting period.
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Note: About Report period
Before you select one of the report periods, please note this important point:
There are two ways to specify the dates, or date ranges that a report will
encompass:
1. Relative. Examples of relative date range are: "Today," "This week," "Last
month" etc. If, on, say 20 February you define a report for "today" it will print
the figures for February 20. If you generate the same report (for "today") 1
week later. It will print the figures for that day - February 27. So you can define
a report for "today" one time and use it later.
2. Absolute. You specify a date, or date range for the report. For example, you
define a report for the date range January 1, 2000 to April 1, 2000. If you
generate that report 1 week later, the figures for January 1, 2000 to April 1,
2000 will be printed, again. If you want to generate, for example, an "end of
month" report every month, you should define that report with the relative date
range "last month". You can then generate this report whenever you want. If
you generate this report on February 1, the figures for January 2001 ("last
month") are printed. If you generate the same report on June 1 2001, then the
figures for May 2001 ("last month") will be printed.
Do not use absolute date ranges unless:
1. You do not plan to re use this report, and just need the figures for a specific
date range.
2. You plan to generate exactly the same report, for the exact date range you
specified, at a later date.
If you choose Other Period, you must enter the start and end dates in the format:
mm/dd/yyyy. For example, 16th September 1963 would be typed 09/16/1963.
Click on Next.
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Figure 8-9 Setting the office hours
Office Hours
You are now prompted to enter the office hours for the report. There are two reasons
for doing this:
1. If you don't specify office hours and your call centre is closed in the evenings, your
report will include a lot of unnecessary information. (For example: "Between 00:00
and 00:15 there were no calls; between 00:15 and 00:30, there were no calls" and
so on, until your call centre opens at 9:00 AM. You probably don't want this
information).
2. If your call centre works on a shift basis, for example, 3x8 hour shifts, you may
want to report on the activity on a "shift by shift" basis. Enter the office hours in
the 24 hour clock format: hh:mm. For example, 3:30 PM would be typed 15:30.
If you want to obtain a report for the full 24 hours, enter From: 00:00 and To: 23:59
(although normally it is advisable to produce reports for "office hours" only, as
explained in point 1. above.)
Aggregation
For some reports you have to specify an aggregation.
82
Example:
If you select "Hour", all calls or events are lister on one line in slices of an hour.
Be aware that for a daily report (report period "Today" or "Yesterday") an aggregation
of a hour is a good value. If you create a monthly report (report period "Last month")
with an aggregation of an Quarter, a report of 30 pages is produced. For that type of
reports it is recommended to select "weekday" or "calenderday"
Select Next.
Figure 8-10 Selecting the output medium for the report
You are now prompted to select the way in which the report will be generated.
Note: Before generating a report, your terminal must be connected to a printer. Even
if you don't actually want to print the report on paper at this time. Unless a
printer is connected, an error message will be displayed, asking you to connect
a printer.
As you can see in the figure, the report can be generated in a number of ways:
83
Preview on screen
The report is displayed on screen. It's a good idea to preview
reports, as it gives you a chance to check they are correct,
before printing them.
Printer
The report is printed at the printer, which you must be
connected.
Send as email
The report is saved as an HTML file and emailed to the person
whose email address you specify. (You will be prompted to
specify an email address if you select this output option.)
Publish as web page Saves the report, in HTML format. Click on the
icon and
navigate to the location where you would like to save this
report. A report name will be generated, so do not enter one
yourself. Ask your System Manager, or contact Philips, if you
need more information.
Be aware that when the report is generated a htm file will be
placed in the selected directory. If you produce the same
report again on a later date, this file will be overwritten. So
save the produced htm file to a save location after the report
is produced.
Select the output option you want from this list and click Next.
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Figure 8-11 Specify a name for the report
In the next dialog box, you can type a name for the report, if you wish. UCS
Administrator will create a "default" report name for you, based on the type of report,
the date range and the output medium you chose.
For example: If you define an Agent Performance Report, for agent group
"Group1555" with the relative date range "last month" that is to be generated as a web
page on an internet, or intranet site, UCS Administrator creates the following report
name: "APR group 1555 last month web"
If you decide to change the report name, make sure the new name is unique and will
identify the report in future. "Agent Group report" is not a good name. Especially if
there are 2 or more agent groups in your call centre, or if you expect to make another
report about agent groups at some point in the future. The naming convention you use
depends on the variety of reports you want to generate; the size and organisation of
your call centre. Think 6 months ahead: imagine trying to track down, or re use, a
report you defined 6 months ago, and trying to remember if it was "Agent1" or
"Agent1A" or "AgentNew" or whatever.
Make sure you choose a memorable, meaningful name for the report. Click Finish.
The report you have specified will be saved in the format you requested and included
85
in the list of reports, that was described earlier in this section.
To generate the report once it has been defined and saved, double click on the report
in this list. If you chose to send the report as email you will be prompted to enter the
email address of the recipient. In order to send reports as emails, an email account
must be set up, and assigned to Contact@Net 230. This is mentioned in more detail
in Chapter 8 - System Manager tasks.
Each report is described in greater detail in the following subsections. All of the reports
are defined by entering information in 5 dialog boxes, and using the buttons Back,
Next, OK and Finish to move between the various boxes and generate the report.
For each different report, the report wizard will prompt you for slightly different
information.
To avoid unnecessary repetition, screen pictures of the dialog boxes are not included.
A list of the prompts in each dialog box - that is, the information you must provide
about the report - should be enough help.
At the end of each report description, there are examples of the report, in both text and
graph format. The information that appears on the report is explained in detail. Where
appropriate, graphics and equations are provided to illustrate how the values on the
report have been calculated.
8.5.
Call Traffic Analysis Report
This report shows call traffic information for the whole system, that has been routed
through "starter lines" (ask your System Manager, or installation engineer about
starter lines) Call traffic information includes:
•
•
Number of offered calls to the entire Contact@Net 230 for the defined report
period.
Average, maximum and total call durations for each hour.
8.5.1.
Creating the Call Traffic Analysis Report
Open the Report Wizard and enter the following information in the five dialog boxes
that are displayed. To aid clarity the dialog boxes are numbered "Reports Wizard (1)
to (5)" in this section. These numbers do not appear on your screen.
Report Wizard Splash Screen
There is no information to enter in this dialog box. Click Next.
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Report Wizard (1) Select the report type
Select Call Traffic Analysis Report from the drop down list. Click Next.
Report Wizard (2) Select the date range for the report
Select the timespan of the report from the list. Possible options are:
•
•
•
•
•
Today
Yesterday
Last Week
Last month
Other period - if you choose this option you must enter the start and end dates in
the format: mm/dd/yyyy. For example, 16th September 2001 would be typed 09/
16/2001.
Click Next.
Report Wizard (3) Office hours
For reasons explained in the section - Reports Wizard, you need to define office
hours. Enter the start and end times in the format hh:mm. Click Next.
Report Wizard (4) Report output
Select the desired output medium for the report, by clicking on the appropriate radio
button. For more information about report output, read the section "Reports Wizard".
Click Next.
Report Wizard (5) Report name
Choose a name for the report. Ensure that the name is meaningful, and memorable
(you may want to use this report again in 6 months' time) Click Finish.
87
8.5.2.
Example Call Traffic Analysis Report
8.5.3.
Explanation
For each starter line, the following data is included in this report:
Time
The report shows incoming calls for each hour of the "office
hours" that are defined for this report. In the example report on
the previous page, office hours are 08:00 to 18:00.
Calls offered
Number of times customers called this number.
Routing Duration
The average, maximum and total duration of calls, from the
time the call arrives at the PABX, to the time an agent answers
the call.
Call duration
The minimum, average and total duration of incoming calls.
This is calculated as the time span between the call reaching
the Contact@Net 230, until the moment the agent who took the
call puts their phone back "on hook" and the call is finished.
Note: call duration does not include the agents' ACW (after call
work time).
Total
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The total number of incoming calls during the reporting period.
8.6.
Summary Report
This report provides information for all starter lines and agent groups. The figures for
each agent group are displayed individually. If there is more than one agent group in
your call centre, the total figures for the call centre are displayed at the end of the
report.
8.6.1.
Creating the Summary Report
Open the Report Wizard and enter the following information in the four dialog boxes
that are displayed. To aid clarity the dialog boxes are numbered "Reports Wizard (1)
to (4)" in this section. These numbers do not appear on your screen: If you experience
any difficulties with reports, you may like to read section 8.4. "Defining Reports using
the Report Wizard".
The Reports Wizard
Report Wizard Splash Screen
There is no information to enter in this dialog box. Click Next.
Report Wizard (1) Select the report type
Select Summary Report from the drop down list. Click Next.
Report Wizard (2) Select the date range for the report
Select the timespan of the report from the list. Possible options are:
•
•
•
•
•
Today
Yesterday
Last Week
Last month
Other period - if you chose this option you must enter the Start and End dates in
the format: mm/dd/yyyy. For example, 16th September 1963 would be typed 09/
16/1963.
Click Next.
Report Wizard (3) Report output
Select the desired output medium for the report, by clicking on the appropriate radio
button. For more information about report output, read the section Reports Wizard.
89
Click Next.
Report Wizard (4) Report name
Choose a name for the report. Ensure that the name is meaningful, and memorable
(you may want to use this report again in 6 months' time). Click Finish.
90
8.6.2.
Example Summary Report
8.6.3.
Explanation
The body of this report is split up into several sections:
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Generated
The time and date on which this report was generated. In the
example report, the time/date of production was 3:45:30 PM on
12th November 2001.
Reporting on
The date, or range of dates, for which summary figures are
included in the report.
System
If your Contact@Net 230 has been configured with "starter
lines" calls to each starter line will be listed under the heading
"System" in the report, as shown in the example.
For each "starter line" the number of calls are listed, showing
minimum, average and maximum call duration. Talk to your
System Manager, or the installation engineer if you want to find
out more about "starter lines".
Router
The name of the agent group to which the following
performance figures relate.
For each agent group, the information listed below is displayed.
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Calls offered
The number of incoming calls to this agent group in the defined
reporting period.
Full
The number of calls that were rejected or overflowed because
the queue was full. (Queue length is defined using OM
commands by the installation engineer.)
No agent
The number of calls for which no agent was available.
Abandoned
The number of calls that were "abandoned" by callers. This
means that the caller put down their phone before an agent
answered their call. The Abandoning time field on this report,
shows the minimum, maximum and average times that callers
waited before abandoning their calls, in minutes and seconds.
FROM the time the caller was connected to Contact@Net 230,
TO the time they put down their phone.
Answered
The number of calls that were answered by agents. The
Response time field on this report shows the minimum,
maximum and average times it took agents to respond to these
calls. FROM the time the caller was connected to
Contact@Net 230, TO the time the agent answered the phone.
(This includes any time the caller spent in a queue. But it
DOES NOT include any time the caller was listening to an
announcement message. Talk to your installation engineer or
System Manager to find out if this affects your call centre.
Call Duration
Shows the minimum, maximum and average length of calls to
agents. This is calculated as the time FROM the agent
answering the call TO the time when the agent, or the caller,
puts down their phone at the end of the conversation.
Callback
Callback is not supported in this version of Contact@Net. This
value should always be "-".
Abort
Abort is not supported in this version of Contact@Net. This
value should always be "-".
Time out
The maximum time a call can remain in the queue,
unanswered by an agent, before the call is rejected or
overflowed.
Service level
Many call centres define "service" as the time a caller is waiting
before an agent picks up the phone, including any time the
caller spent in a queue before an agent was available to take
the call. This is true for Contact@Net 230. If the service level
for this Agent group is set to 20 seconds, all calls that are
answered within that time are considered "within service level".
On this report, "service level" is the number of calls answered
within the defined service level time, stated as a percentage of
all calls received by this agent group, today. For example, if
there are 100 calls and 50 are answered within the defined
service level time, then the service level is said to be 50%.
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This information is displayed for each agent group. Total figures for all agent groups
are displayed at the end of the report. (On the above example the "total" figures are
displayed on page 2 of the report, which is not included in the screen picture.)
Total figures will be the sum of figures for all agent groups. A call that is routed to an
Agent group via a starter line will be recorded as a call to the Starter line AND as a call
to the Agent Group.
8.7.
Router Traffic Analysis Report
This report shows statistics of all calls to the selected agent group. The call figures are
broken down by hour, during the specified office hours.
8.7.1.
Creating the Router Traffic Analysis Report
Open the Report Wizard and enter the following information in the six dialog boxes
that are displayed. To aid clarity the dialog boxes are numbered "Reports Wizard (1)
to (6)" in this section. These numbers do not appear on your screen.
If you experience any difficulties with reports, you may like to read the section 8.4.
"Defining Reports using the Report Wizard".
Report Wizard Splash Screen
There is no information to enter in this dialog box. Click Next.
Report Wizard (1) Select the report type
Select Router Traffic Analysis Report from the drop down list. Click Next.
Report Wizard (2) Select the agent group for the report
Choose the desired agent group from the drop down list. Click Next.
Report Wizard (3) Select the date range for the report
Select the timespan of the report from the list. Possible options are:
•
•
•
•
•
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Today
Yesterday
Last Week
Last month
Other period - if you chose this option you must enter the Start and End dates in
the format: mm/dd/yyyy. For example, 16th September 1963 would be typed 09/
16/1963.
Click Next.
Report Wizard (4) Office hours
For reasons explained in the section Reports Wizard, you may wish to define office
hours. Enter the start and end times in the format hh:mm. Click Next.
Report Wizard (5) Report output
Select the desired output medium for the report, by clicking on the appropriate radio
button. For more information about report output, read the section Reports Wizard.
Click Next.
Report Wizard (6) Report name
Choose a name for the report. Ensure that the name is meaningful, and memorable
(you may want to use this report again in 6 months' time) Click Finish.
95
8.7.2.
Example Router Traffic Analysis Report
8.7.3.
Explanation
The following data is included:
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Report for
The agent group on which this report is based.
Generated
The time and date on which this report was generated.
Reporting on
The time and date range on which this report is based.
Abandoning time
Minimum, average and maximum times that callers waited for
an agent before putting down their phone and "abandoning"
the call. This is calculated from the time that the caller was
connected to the Contact@Net 230, to the time they put down
their phone.
Call duration
Minimum, average and maximum lengths of calls. This is
calculated as the time from an agent answering their phone, to
the time that the agent, or the caller, puts down their phone.
Abort time
Abort time is not supported in this version of Contact@Net.
Hours
The "date range" you specified when creating this report is
divided into hourly increments, according to the "office hours"
you specified. For each hour (or any time increment you
subsequently select) the following information is displayed:
Calls offered
The total number of incoming calls to this agent group, in this
hour.
Full
The number of calls that were aborted because the queue was
full (queue length is defined using OM commands by the
installation engineer.)
No agent
The number of calls that were aborted because no ready agent
was available (all agents "Not Ready") at that time.
Abandoned
Number of calls withdrawn by the caller before being answered
by an agent.
Answered
Number of calls answered by an agent.
Response time
The minimum, average and maximum response time for
answered calls, that is the time elapsed from the moment the
call was received by Contact@Net 230, until the moment an
agent answers.
Call back
Call back is not supported in this version of Contact@Net.
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Abort/Time out calls The number of calls that were not answered by the system
within the defined maximum queue time.
Service level
The percentage of calls answered within the defined service
level time for this group.
Totals
Total figures for the reporting period are listed at the end of the
report. Use this report to locate peak hours and to safeguard
response times during these hours.
8.8.
Agent Performance Report
The agent performance report offers insight into the performance of individual agents.
8.8.1.
Creating the Agent Performance Report
Open the Report Wizard and enter the following information in the five dialog boxes
that are displayed. To aid clarity the dialog boxes are numbered "Reports Wizard (1)
to (5)" in this section. These numbers do not appear on your screen. If you experience
any difficulties with reports, you may like to read the section 8.4. "Defining Reports
using the Report Wizard".
Report Wizard Splash Screen
There is no information to enter in this dialog box. Click Next.
Report Wizard (1) Select the report type
Select Agent Performance Report from the drop down list. Click Next.
Report Wizard (2) Select the agent group for the report
Note: Selecting the agent group is only used to select the agents that are assigned
to this agent group.
If more agent groups are created and agent are working in more than one
agent groups. the information in this report is the total calls to all agent groups
in relation to the displayed agent. This means that not only the calls from the
selected agent group are listed but calls from all agent groups.
Choose the desired agent group from the drop down list. Click Next. Report Wizard
(3) Select the date range for the report
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Select the timespan of the report from the list. Possible options are:
•
•
•
•
•
Today
Yesterday
Last Week
Last month
Other period - if you chose this option you must enter the Start and End dates in
the format: mm/dd/yyyy. For example, 16th September 1963 would be typed 09/
16/1963.
Click Next.
Report Wizard (4) Report output
Select the desired output medium for the report, by clicking on the appropriate radio
button. Output options are listed and described in the section Reports Wizard. Click
Next.
Report Wizard (5) Report name
Choose a name for the report. Ensure that the name is meaningful, and memorable
(you may want to use this report again in 6 months' time) Click Finish.
99
8.8.2.
Example Agent Performance Report
8.8.3.
Explanation
The following data is listed for each individual agent of the selected agent group:
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Agent
The name of the agent.
Logon Time
The earliest time that the agent logged on during the report
period. If the reporting period covers more than one day, the
earliest time they logged in during the entire period is
displayed. If a dash (-) is shown, the agent was already logged
in before the report period.
Available time
The cumulative amount of time the agent has been logged on
and ready to take calls. This figure is calculated as total
reporting time minus the time the agent was logged off or
switched not ready.
Routed Calls
The total number of group calls that were routed to the agent.
This figure includes calls that were not answered by the agent
(and were subsequently abandoned by the caller, or
transferred to another agent, or aborted).
DDI Calls
Calls to the individual agent extension, that are not routed via
Contact@Net 230 are referred to as DDI calls. DDI calls would
be, for example, private calls from a friend or colleague.
Outgoing
The number of calls made from the Agent's extension.
Response time
The time it takes the agent to answer a routed call. This time is
measured from the beginning of ringing until the moment of
answer. The average response time and the maximum
response time for the whole reporting period are listed.
Call duration
The length of routed calls measured from the time an agent
answers until either the agent or the caller puts down their
phone. This figure does not include any DDI calls.
Not answered
The number of routed calls not answered by the agent. So by
deducting this number from the "routed calls" value above, you
can calculate the number of calls that the agent answered.
(This figure can be obtained from the Router Traffic Analysis
report.)
8.9.
Agent Traffic Analysis Report
The agent traffic analysis report offers detailed information regarding the activities and
performance of each agent in an agent group.
8.9.1.
Creating the Agent Traffic Analysis Report
Open the Report Wizard and enter the following information in the sequence of dialog
boxes that are displayed. To aid clarity the dialog boxes are numbered "Reports
Wizard (1) to (6)" in this section. These numbers do not appear in the Report Wizard
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dialog, they are intended to guide you through the report definition process:
Report Wizard Splash Screen
There is no information to enter in this dialog box. Click Next.
Report Wizard (1) Select the report type
Select Agent Traffic Analysis Report from the drop down list. Click Next.
Report Wizard (2) Select the agent group for the report
Note: Selecting the agent group is only used to select the agents that are assigned
to this agent group.
If more agent groups are created and agent are working in more than one
agent groups. the information in this report is the total calls to all agent groups
in relation to the displayed agent. This means that not only the calls from the
selected agent group are listed but calls from all agent groups.
Choose the desired agent group from the drop down list. Click Next.
Report Wizard (3) Select the date range for the report
Select the timespan of the report from the list. Possible options are:
•
•
•
•
•
Today
Yesterday
Last Week
Last month
Other period - if you chose this option you must enter the Start and End dates in
the format: mm/dd/yyyy. For example, 16th September 1963 would be typed 09/
16/1963.
Click Next.
Report Wizard (4) Office hours
For reasons explained in the section Reports Wizard, you may wish to define office
hours. Enter the start and end times in the format hh:mm. Click Next.
Report Wizard (5) Report output
Select the desired output medium for the report, by clicking on the appropriate radio
button. For more information about report output, read the section Reports Wizard.
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Click Next.
Report Wizard (6) Report name
Choose a name for the report. Ensure that the name is meaningful, and memorable
(you may want to use this report again in 6 months' time) Click Finish.
8.9.2.
Example Agent Traffic Analysis Report
Figure 8-12 Agent Traffic Analysis report
8.9.3.
Explanation
Each report has a header and a body part. The header contains the following
information:
•
•
•
•
The type of report
The agent group
The reporting period
The date of generation.
The following data is listed for each individual agent of the selected agent group. The
figures are divided into hourly increments for the defined "office hours" and "date
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range":
Agent
The name of the agent.
For each agent the following information is listed:
Total offered
The number of incoming calls, both routed and DDI.
DDI
The number of Direct Dialled Incoming calls (i.e. private calls).
Routed
The number of calls that have been routed to the agent via the
Contact@Net 230.
Routed answer
The number of answered routed calls.
When the duration of a call is longer than the selected
aggregation, the call will be listed in more aggregation slices.
The total number of calls will not be affected.
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Outgoing
The number of calls initiated by the agent.
Ready time
The total time the agent was logged on and ready for calls or
in a routed call, during the entire reporting period.
Idle time
The total time the agent was logged on and ready for calls (but
not in a routed call) during the entire reporting period.
Routed call time
The total time the agent was in a routed call (talk time).
DDI call time
The total time the agent was in a DDI call (talk time).
Outgoing call time
The total time the agent was in an outgoing call.
Note: The total call time is displayed, even if the call exceeds the end of the "hour"
(or other aggregation value that you choose while previewing the report) in
which it is listed.
8.10.
Abandoned Calls Analysis Report
The Abandoned Calls Analysis report shows the number of calls that were abandoned
by the caller while they were in a queue.
8.10.1. Creating the Abandoned Calls Analysis Report
Open the Report Wizard and enter the following information in the sequence of dialog
boxes that are displayed. To aid clarity the dialog boxes are numbered "Reports
Wizard (1) to (5)" in this section. These numbers do not appear on your screen: If you
experience any difficulties with reports, you may like to read the section 8.4. "Defining
Reports using the Report Wizard".
Report Wizard Splash Screen
There is no information to enter in this dialog box. Click Next.
Report Wizard (1) Select the report type
Select Abandoned Calls Analysis Report from the drop down list. Click Next.
Report Wizard (2) Select the agent group for the report
Choose the desired agent group from the drop down list. Click Next.
Report Wizard (3) Select the date range for the report
Select the timespan of the report from the list. Possible options are:
•
•
•
•
•
Today
Yesterday
Last Week
Last month
Other period - if you chose this option you must enter the Start and End dates in
the format: mm/dd/yyyy. For example, 16th September 1963 would be typed 09/
16/1963.
Click Next.
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Report Wizard (4) Report output
Select the desired output medium for the report, by clicking on the appropriate radio
button. Click Next.
Report Wizard (5) Report name
Choose a name for the report. Ensure that the name is meaningful, and memorable
(you may want to use this report again in 6 months' time).
Click Finish.
8.10.2. Example Abandoned Calls Analysis Report
8.10.3. Explanation
Each report has a header and a body part. The header contains the following
information:
•
•
•
•
106
The type of report
The agent group on which the report is based
The reporting period
The date of generation (the date on which the report was generated)
After
The time, in minutes and seconds, after which calls were
abandoned. From the caller's connection to Contact@Net 230,
until automatic disconnection.
Abandoned calls
The number of calls where the caller put down their phone
before an agent answered.
8.11.
Call Qualification Analysis Report
This report lists the call qualifications that have been used by agents in the specified
agent group, during the reporting period.
Note: Call qualification information is for overview purposes only. The report does not
associate the qualifications with actual calls.
For example: Imagine two call qualification codes exist for an agent group
called "Sales". The codes are: 100 = Sale 200 = No sale
During a reporting period, an agent enters call qualifications for 30 "sales" calls
and 70 "no sales" calls. This is all that will appear on the report. It is not
possible to find out exactly which call is associated with a particular call
qualification. In this example, call qualifications tell you whether the agent is
making "enough" sales or not.
You can set up call qualifications to suit the business functions your call centre
performs. (read the section "call qualifications" in the chapter Agent Groups for more
information.)
8.11.1. Creating the Call Qualification Analysis Report
Open the Report Wizard and enter the following information in the five dialog boxes
that are displayed. To aid clarity the dialog boxes are numbered "Reports Wizard (1)
to (5)" in this section. Note that these numbers do not appear on your screen. If you
experience any difficulties with reports, you may like to read the section 8.4. "Defining
Reports using the Report Wizard".
Report Wizard Splash Screen
There is no information to enter in this dialog box. Click Next.
Report Wizard (1) Select the report type
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Select Call Qualification Analysis Report from the drop down list. Click Next.
Report Wizard (2) Select the agent group for the report
Choose the desired agent group from the drop down list. Click Next
Report Wizard (3) Select the date range for the report
Select the timespan of the report from the list. Possible options are:
•
•
•
•
•
Today
Yesterday
Last Week
Last month
Other period - if you chose this option you must enter the Start and End dates in
the format: mm/dd/yyyy. For example, 16th September 1963 would be typed 09/
16/1963.
Click Next.
Report Wizard (4) Report output
Select the desired output medium for the report, by clicking on the appropriate radio
button. Click Next.
Report Wizard (5) Report name
Choose a name for the report. Ensure that the name is meaningful, and memorable
(you may want to use this report again in 6 months' time) Click Finish.
108
8.11.2. Example Call Qualification Analysis Report
8.11.3. Explanation
Each report has a header and a body part. The header contains the following
information:
•
•
•
•
The type of report
The agent group where the report is generated for, if applicable
The reporting period
The date of generation (the date on which the report was generated).
For each agent in the agent group, the following information is listed:
Agent
The name of the agent.
Call qualification
code
The name of the call qualification. This will depend on the call
qualifications set up for your call centre.
109
Frequency
8.12.
The number of times this agent used this call qualification,
within the defined reporting period.
Event Log Report
This report is used by installation engineers to analyse system activity.
8.12.1. Creating the Event Log report
Open the Report Wizard and enter the following information in the four dialog boxes
that are displayed. To aid clarity the dialog boxes are numbered "Reports Wizard (1)
to (4)" in this section. Note that these numbers do not appear on your screen.
Report Wizard Splash Screen
There is no information to enter in this dialog box. Click Next.
Report Wizard (1) Select the report type
Select Event Log Report from the drop down list. Click Next.
Report Wizard (2) Select the date range for the report
Select the timespan of the report from the list. Possible options are:
•
•
•
•
•
Today
Yesterday
Last week
Last month
Other period - if you chose this option you must enter the Start and End dates in
the format: mm/dd/yyyy. For example, 16th September 1963 would be typed 09/
16/1963. Click Next.
Report Wizard (3) Report output
Select the desired output medium for the report, by clicking on the appropriate radio
button. Click Next.
Report Wizard (4) Report name
Choose a name for the report. Ensure that the name is meaningful, and memorable
110
(you may want to use this report again in 6 months' time!)
Click Finish
8.12.2. Example Event Log Report
8.12.3. Explanation
The event log report lists the "events" that have occurred across all agent groups,
within the defined reporting period and office hours. The following "Events" will be
listed in this report:
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Agent status forced to "Not ready"
Usually this means they were logged in and
set ready, but for some reason, didn't
respond to a call within a defined period of
time Contact@Net 230 then sets the agent
"not ready. Note that this only happens to
calls that are routed through Contact@Net
230. Unanswered calls from a friend, or a
colleague ("DDI calls") will not cause the
agent to be set "not ready". The time an
agent's phone is allowed to ring before they
are "set not ready" is set up by the System
Manager or a Philips installation engineer.
(Ask if you are interested.)
Agent logs on/Agent logs off
The moment an agent performs a log on or
log off action.
Agent sets themselves "ready" (or "not The moment an agent performs a ready or
ready")
not ready action.
Agent Group is switched to day or
night.
The moment the ACD group is switch to
night or day.
Each report has a header and a body part. The header contains the following
information:
•
•
•
The type of report
The reporting period
The date of generation (the date on which the report was generated).
The body of the report contains the following information:
112
Date/time
The date and time at which the "event" occurred.
Event
A description of the event. All possible event types are listed
earlier in this section.
8.13.
Scheduling Reports
You can "schedule" reports so they are generated automatically, at regular intervals.
If you are responsible for generating a number of reports monthly, or annually, this can
save a lot of time. To schedule a report:
1. Click Reports from the Explorer view or Shortcut bar to display the Reports list.
Right click the first report you want to schedule and select Properties from the
popup menu that is displayed.
2. The Report Properties dialog is displayed. The following figure shows the
properties dialog for the SUM(mary) Yesterday report - (that will be output as an)
Email). The other tabs on the Report Properties dialog contain information that
was entered during the report definition process. The tabs will vary, according to
the which report you are viewing. So they are not described here.
Figure 8-13 Report Scheduling tab
3. Click on the Schedule tab, to display the scheduling properties for this report.
4. Decide when, or how often, you want this report to be generated. Select the
appropriate radio button (or type in the time/date).
5. Click OK to save your settings and close this dialog. Once you have scheduled a
113
report, scheduling information is displayed in the reports list window.
114
9.
SYSTEM MANAGER TASKS
This chapter lists and describes the tasks a System Manager must perform to set up
and configure the Contact@Net 230 system.
At the end of the chapter, a number of "database maintenance" tasks are described.
You will need to perform these tasks regularly, in order to ensure the integrity of the
database.
Depending on your experience and role in your organisation, you may need to discuss
some, or all of these issues with the PABX engineer.
9.1.
Setting up Contact@Net 230
When setting up the Contact@Net 230 for the first time, you must perform the
following activities:
1. Configure the DNR relations
This means entering the PABX settings in UCS Administrator.
2. Set up agents
This involves editing a "record" of each person who will work on the Contact@Net
230 call centre. The record includes their name, their telephone "extension" and
the PIN code they use to identify themselves when they log in to the system.
3. Set up agent groups
At least one agent group must be set up. Agents must be assigned to an agent
group.
4. Set up starters
If they are applicable to your configuration.
5. Set up any wallboards
Installation is described in the Customer Engineer manual.
6. Set up an email account for sending reports
This is optional: if you don't intend to use the email option described in the chapter
8. "REPORTS", you don't need to do this.
When Contact@Net 230 is first installed, the installation engineer will set up a number
of telephone numbers (DNRs) for agent and agent group use, within Contact@Net
230. These activities are performed using an Operational Maintenance (OM) terminal
115
and relate to settings in the PABX. (Installation is described in the Contact@Net 230
Customer Engineer manual).
If these activities have been performed, records of agents and at least one agent
group will be generated by the system when you logon for the first time. Assuming the
system-generated agent and agent group records exist, your call centre will be
working. When agents login and set "ready" to receive calls, any incoming calls will be
distributed among them.
Note: To switch an agent's phone "ready" lift their handset and key in the "ready"
prefix.
Replace the handset.
A full list of prefixes for switching absent and present; logging on and off, etc.
is provided on the Agent Quick Reference Card.
You will be able to: monitor the agents' and agent groups' activities; generate reports
and broadcast messages on any wallboards that you have installed.
For more information about the configuration procedure refer to the Contact@Net 230
Customer Engineer Manual.
9.2.
Agents
If you click on the
button, you will see the agents for a group are listed in the right
hand area of the window, as shown below. The agents in this example have been
"created" by the system.
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Figure 9-1 An agent group, with system-created agents
Note: When the system is first installed and activated, records of all the agent
"extensions" will be created automatically, as agents logon and set themselves
"ready" to receive calls.
Assuming all of the installation activities have been performed, no further action is
necessary by you. However, you may want to "customise" these settings (for example,
to add the actual names of the agents who are working at these extensions to the
agent records).
For each agent in the group, a record similar to the following is created:
117
Agent
Let's take the first agent _Agent 15550, as an example. The
underscore _ that precedes the name signifies that this agent
record was automatically created. The name, Agent 15550,
tells us two things:
First; the agent is part of group 1555.
Second, the "Rank" of the agent is 0.
"Rank" is a method of uniquely identifying the agents in an
agent group for reporting and monitoring purposes. This value
equates to the "Rank" settings used to uniquely identify agent
extensions, which are set up in the Operational Maintenance
(OM) terminal. (Refer to the customer engineer manual) for
more information about using OM commands to set up
Contact@Net 230.
Note that the second and third agents listed have the Agent
names _Agent15551 and _Agent 15552. Without the rank
suffix, the agent group would consist of three "Agent 1555"s. In
this case, monitoring of individual agents would be impossible.
Full Name
The full name of all agents that have been created by the
system is "System Created at (date of creation)"
You may want to change this to "Fred" "Jane" or whatever your
agents happen to be called. But if you work in a call centre that
employs temporary staff and has a high staff turnover, you may
prefer to leave the names unchanged.
Extension
As explained above, the extension is a combination of the
group DNR (the number that customers dial if they want to talk
to an agent from this Agent group) and the "Rank" of the agent.
You may want to type the internal extension of the agent in this
field, for more accurate monitoring of individual agent activity.
However, if you are only interested in the performance of
Agent groups, and not individual agents, you may prefer to
leave this unchanged.
118
9.2.1.
Setting up Agents
You can create, view, or edit agent records.
Note: Setting up agents and agent groups is an activity that should be performed only
by the UCS Administrator
Settings in the UCS Administrator relating to agents and agent groups must be
reflected in the hardware and settings of the telephone exchange. Within UCS
Administrator, changes must also be made in the DNR Relations dialog box. DNR
Relations are described later in this chapter.)
In some organisations, Supervisors may be expected to change settings as well as
performing monitoring and reporting. If this is the case at your organisation, you are
advised to logon as a System Manager, to perform these tasks. This is because the
System Manager has "access to all areas" of the system. Logging on as a Supervisor
will prevent you from making the necessary changes in the DNR Relations dialog
box. (Those supervisors who are not responsible for performing the System Manager
role do not need to concern themselves with these settings, so they are "protected"
when logging on as a supervisor.)
An agent is created automatically, by performing a logon (lifting the agent's phone
handset, keying the logon prefix and replacing the handset) on an agent that has been
set up in the PABX switch. As soon as you have done this, you can see the "new
agent" listed in Agent view. You can create Agents manually, by creating new agents
and editing the agent records. See the Chapter "Agents" for more information. Once
agent extensions have been set up in the PABX switch, you can see a list of agents
that have been automatically created when you login to the UCS Administrator.
Agents that have been "created" in this way will have an Agent name in the format:
_Agent15000
Look at the agent name that has been automatically generated:
_Agent
Tells you that the agent has been created by the system.
1500
Tells you that the agent has been assigned to Agent Group
DNR 1500.
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0
Tells you the rank number of the agent extension. The rank
value is used to uniquely identify agents in the switch. If more
than one agent has been automatically generated,
subsequent agents will be named: _Agent15001
_Agent15002 and so on.
Name
"created by the system on (date and time)".
The term "agent" refers to an individual who works in the call centre. Every agent must
have their own agent record. The agent record consists of information that UCS
Administrator needs in order to uniquely identify agents and to monitor their work
activities. While an agent is logged on, any activity on that extension will be associated
with that agent.
Note: If you need more agent extension numbers or if you wish to create more agent
groups, contact Philips for advice.
9.2.2.
Editing Agent Records
As explained in the previous section, automatically generated agent records should
already exist.
For each agent record, you must enter information about an agent.
In the Shortcuts bar click on agents (or in the explorer bar, clicking on the Agent icon
works too). You will see a list of all the "agent" records.
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Figure 9-2 Agent list
To edit the first agent record: Select the first agent in the Agent properties dialog.
Click on the Edit Properties button in the Agents toolbar or click on the Edit menu in
the taskbar and select the Properties option from the drop down list.
The Agent Properties dialog is displayed.
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Figure 9-3 Agent Properties dialog
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Agent Name
The name of the agent.
Full name
The full name of the agent.
A unique code used by the agent to login. When an agent logs
on, they must key in their PIN using the number buttons on
their phone. The PIN can be changed at a later date. The
length of the PIN code is three digits. The 2 main things to
remember about PIN codes are:
PIN
1. Each PIN must be unique. Two agents with the same PIN
code is not good. UCS Administrator won't stop you from
creating an agent record with a PIN that is already used by
another agent. But agents who share a PIN in this way will
never be able to logon at the same time. And any reports or
monitoring of those agents is likely to be inaccurate
2. All PINs must be 3 digits in length.
Extension
the internal telephone extension of the agent's phone.
Global Status
Displays the Agent's "status." This can be one of the following:
- Logged on
- Logged off
- Ready (to receive calls)
- Not Ready (to receive calls).
Note: Although it appears possible to reset the Agent's "status" remotely using this
button, don't do it!!! This may cause conflicts in report data.
9.3.
Setting up Agent Groups
Note: The agent group DNRs must be set up in the PABX and assigned for use by
Contact@Net 230, before they will work. Appropriate settings must also be
made in the DNR Relations window of UCS Administrator.
The procedure for setting up "DNR Relations" is described later in this chapter. This
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section also describes how to set up the monitor alarms and call qualifications codes
that apply to an agent group.
9.3.1.
Creating Agent Groups
In the Shortcuts bar, click on
Agent Groups. In the Agents pane task bar, click
on the New agent group icon (blank sheet of paper) An icon representing the new
agent group appears. Click on the new agent group to select it, then right-click. A
popup menu is displayed offering a number of options. Select the Properties option.
The Agent Group Properties dialog is displayed.
Figure 9-4 Group properties dialog
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Agent Group Name
Enter the name of this agent group. You might use the number
callers must dial to call this group (as shown above). Or you
may prefer to use a more descriptive name, for example "Car
insurance enquiries". The agent group name will appear on
reports and monitors, so you are advised to choose a name
that is unique, memorable and meaningful to people within
your organisation.
ACD Group DNR
The DNR is the extension that callers must dial in order to
speak to an agent from this agent group. ACD Group DNRs
are set up by the PABX administrator, or the installation
engineer. This is not a "User Task". As a rule, you should
specify a DNR that has been set up in the PABX. NEVER try
to "create" your own extension number without checking first
that appropriate settings have been made in the PABX. Ask
your PABX administrator for more information. Or refer to the
Contact@Net 230 Customer Engineer manual for more
information.
Service Level time
This is the time from when a caller is connected to
Contact@Net 230, until the time an agent answers the call.
Records of calls answered inside, and outside the defined
"service level" time are one of the benchmarks used to
evaluate the performance of agents and agent groups. In the
Dashboard graph, the service level is displayed as: calls
answered within the service level time for this agent group,
stated as a percentage of total calls to this agent group. So
enter the appropriate service level time (in seconds) in this
field.
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Non-ACD Call Limit
9.3.2.
When an agent logs in or out; sets themselves "ready" or not
ready" to receive calls, by picking up their handset and keying
in digits, this is recorded as a "outgoing call. outgoing calls
appear on reports. This can make it difficult to read the "useful"
information about outgoing calls and prefix calls. By setting the
Non-ACD call limit, you can "filter out" all outgoing calls less
than a number of seconds in duration. (Typically those "calls"
made by agents logging on, off etc., as described above.)
Outgoing calls shorter than the time value you specify here will
notappear as "outgoing calls" on reports. Longer outgoing
calls, for example, to friends or colleagues will be included in
reports. Enter a suitable time value in seconds. 10 seconds is
long enough for an agent to dial a code and prefix; not long
enough to make a personal call.
Alarm Settings
Click on the Alarm Settings button in the Agent Group Properties dialog, to display
this dialog box.
Figure 9-5 Router Monitor tresholds dialog
Group monitors can be set up so you will be alerted when certain "unacceptable"
performance thresholds are reached.
When a performance indicator on a monitor is green, then performance is considered
"OK". When the indicator turns orange in colour, this signifies performance is
approaching unacceptable levels. When the indicator turns red in colour, this indicates
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performance is "unacceptable".
This method of indicating performance levels in group monitors is known as
"alarming".
For example, in the figure above, the settings for "queue length" monitor are:
Green=70 Orange=80 Red=100
So for this monitor, an acceptable "queue length" is "up to 80" . Until there are 80
callers in the queue, the "queue length" indicator in that agent group monitor is green.
When there are 80 callers in the queue, the queue length indicator turns orange. If
100, or more callers are in the queue, the queue length indicator turns red.
For more information about monitoring and alarming, refer to Chapter 7.
"MONITORS".
Use the
buttons beside each value, to increase, or decrease the thresholds at
which alarming occurs.
You can set thresholds for the following alarms:
Queue Length
The number of callers waiting to talk to an agent.
Maximum Waiting
time (sec)
The longest time (in seconds) that a caller has waited to talk
to an agent, today.
Ready Agents
The number of agents who are logged in and ready to receive
calls (as a percentage of the total number of agents in that
group. You cannot change the "green" (OK) value for this
alarm. UCS Administrator detects the number of agents in this
agent group and sets that as the "100% of agents" value.
Service Level
Threshold (%)
The percentage of calls that have been answered within the
defined service level time today. Again, the "green" value is
set at 100% (the maximum possible service level) and you
cannot change this.
Click OK to close this dialog when you are happy with the settings. Remember. These
settings only apply to the agent group you last selected. If you have more than one
agent group, you must set alarms for those, too.
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9.3.3.
Call Qualifications
Click on the Call Qualifications button in the Agent Group Properties dialog, to
display this dialog box.
Figure 9-6 Call Qualifications dialog
"Call Qualification" are codes that can be keyed in by agents after a call is complete.
These codes may be set up to indicate, for example: a successful sale; a request for
more information from the customer; a complaint, etc.
This section explains how to set up new call qualifications or change existing call
qualifications. In order to enter call qualifications, an agent has to press a sequence
of keys after the call is complete. (*31 0 ).
For example, if you look at the figure below, when a call is complete, an agent wishing
to record the call as "successful" would press the key sequence *31 0 111 The key
sequence "*31 0" tells Contact@Net 230 that a call qualification is going to be entered
by the agent; in Figure 48, 111 is the ID of the call qualification "Successful".
A Call Qualifications report that is subsequently generated for this agent group, would
record this as a "successful" call.
A number of key sequences, also known as "prefixes" are described in Agent Quick
Reference card.
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You must define your own IDs for call qualifications.
Note: The length of IDs is 3 digits.
To edit an existing call qualification, type directly over the text you wish to change.
To create a new call qualification, click the
new line that is displayed.
button, and type the information into the
Remember, call qualifications you specify only apply to this agent group. If you have
more that one agent group you must specify call qualifications for the others, too. This
allows you to have different call qualifications for each agent group.
Click Close to save your changes and close this dialog.
9.3.4.
Adding, and Removing Agents from Agent Groups
Right-click the mouse on the agent group to which you want to add or remove agents.
A pop-up menu is displayed, offering a number of options. Select the option Assign.
The Assign Resources to Agent group window is displayed.
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You can see that Agents Bart, Christine and Andrew are already assigned to _Group
1500. Agent Douglas is not assigned to this agent group.
To assign, or de-assign an agent, double-click the mouse on it. The Agent will move
to the other column.
Click OK to close this window when you have finished.
9.3.5.
Set up Starters
It is possible to configure the contact centre in such away that when customers dials
extension e.g. 1000 a different announcement is played than when the customer dials
extension e.g. 2000. All calls to 1000 and 2000 are handled in the same agent groups.
1000 and 2000 are entry points in the telephone exchange. to monitor how many
times customers dials these entry points, you can create starter lines.
It is also possible to give one entry point more space in the queue than other entry
points. Also calls to one entry point can have queue priority over other entry points.
Note: The entry point numbers must be set up in the PABX and designed as "NonMember" groups, with Call Forwarding on Night to the agent group.
The number to which these calls will be forwarded is the ACD Group DNR of an agent
group. This allows you to set up two or more numbers that callers can use to talk to
the same agent group.
You can find out more about starter lines by reading the Contact@Net 230 Customer
Engineer manual.
To be able to generate report information concerning these entry points you must
create starter lines. Each starter line represents an entry point.
To add a new starter line (or edit an existing starter line):
1. Logon as a System Manager.
2. In explorer view, expand the Modules list, to view the starter lines.
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Figure 9-7 Explorer view, showing starter lines
1. You can see, 2 starter lines have already been created. To add a new starter line:
click the
button. A new starter line is added to the list. You will need to edit this
starter line.
To edit a starter line:
double-click on the starter line in the list. The Edit properties dialog is displayed:
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Figure 9-8 Starter line properties dialog
Enter the following information in this dialog box:
Starterline Service
The name of this starter line. Use an understandable name.
Access number
The number that external callers use to contact this starter
line. (This is the number they will be told to dial, in order to
contact your call centre via this entry point.)
Note: the starter line number must be set up in the PABX, with the correct properties
assigned to it. (These properties are: Call forwarding when night, forward calls to
agent group ACD DNR; starter line set in "night" mode)
If this activity has not been performed yet, refer to the Contact@Net 230 Customer
Engineer manual.
Click OK to save your changes and close this dialog box.
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9.3.6.
DNR Relations
For each agent DNR and agent group DNR telephone number in Contact@Net 230,
settings must be made in the PABX. These settings must also be recorded in the DNR
Relations dialog, in UCS Administrator.
To see the DNR Relations dialog:
1. Click on the Tools menu in the taskbar and select Configuration. The
Configuration window is displayed. This window has a number of tabs.
2. The Administrative Notestab is currently visible. Click on the PABX Integration
tab.
3. When the PABX Integration information is visible, Click on the DNR Relations
button. The DNR Relations dialog is displayed.
Figure 9-9 DNR Relations dialog
Here there are three agent extensions (1000, 1001, 1002). They are all part of agent
group 1555.
Note: DNR Relations can only be changes, added or deleted when you are logged in
as user "Configurator". This user is password protected. the password is
known by the PABX engineer.
To edit a member DNR, type over the information that is displayed.
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To create a new DNR, click on the line that starts with a * and type in the agent
extension, group extension and the matching rank number.
Member DNR
Enter the telephone number of the agent. You should enter
their "internal" extension number.
Group DNR
Enter the ACD DNR number of the agent group to which this
agent is assigned.
Member number
Enter the rank number of the agent here, as defined in the
PABX.
Click on Close to close this dialog and save your settings.
9.4.
Wallboards
9.4.1.
Setting up Your Wallboard
Click the
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button. The Wallboards window is displayed.
Figure 9-10 Wallboards window
The wallboards should be listed in this window. For each wallboard, information (type,
width, height, etc.) is displayed.
To Boot (start) the wallboard
A wallboard will display messages once it is booted. Before attempting to boot a
wallboard, make sure:
•
•
The wallboard has been installed and configured correctly
Messages have been set up for this wallboard (otherwise it will not appear to be
working)
Click on the wallboard you wish to start, so it is selected. Now right-click the mouse
and select Boot from the popup menu that is displayed.
To shut down (stop) a wallboard
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To stop a wallboard that is currently displaying messages, select that wallboard and
right click. If the wallboard is currently "booted" (running) you will be able to select the
option Shut Down from the popup menu that is displayed. If you cannot "boot" a
wallboard, it is probably a good idea to try shutting it down, first.
To view or edit the properties of a wallboard in the list
Select the wallboard and click on the button. OR right click on the wallboard and
select Properties from the pop-up list that appears. (The next section describes how
to edit these settings.)
To add a wallboard to the list
Click on the
button, to create a new wallboard.
Now click the Edit button to edit the properties of your wallboard (or wallboards).
Configuring Wallboard properties
The Wallboard properties dialog contains information about the wallboards that are
connected to Contact@Net 230.
The settings you make in this dialog must reflect the configuration of your call centre.
If you are in any doubt about these settings, talk to your Philips' installation engineer,
before proceeding.
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Figure 9-11 Wallboard Properties dialog
There are three "tabs" on this dialog. In the figure above, the General tab is showing.
To view, or edit the settings of other tabs, click the name on the tab you wish to view
or edit. You can change the Wallboard Name if desired, by typing the new name
directly over the existing name.
If you have several wallboards it may be an idea to name them according to their
geographical locations. For example, "Main entrance" "Coffee machine" "Agent Group
1's office" etc. If you only have 1 or 2 wallboards you may not feel the need to do this.
Note the field Wallboard type.
Currently, there are two types of wallboard that can be used with Contact@Net 230:
•
•
DataDisplay
Message Maker.
The technical specifications and the procedures for setting up each type of wallboard,
and setting up messages are quite different. For this reason they are described in
separate subsections:
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Check which type of wallboard you are using and read the instructions in the
appropriate subsection.
9.4.2.
Configuring the DataDisplay Wallboard
General tab
The following information is displayed on this tab:
Wallboard type
Select DataDisplay from the drop down list.
Width
Enter the width of the wallboard, in characters.
Height
Set to 1. You cannot change this value.
Connection type
The wallboard is connected to the Contact@Net 230
computer, via a Serial connection. You cannot change this
value.
Click on OK to save your changes, or on another tab if you want to make more
changes to this wallboard's settings.
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Serial Properties tab (Data Display)
Figure 9-12 Serial Properties tab
The following information is displayed on this tab. (Note that most of the technical
information will be known by the person who installed the wallboard):
COM Port
Enter the number of the COM port on the Contact@Net 230
computer, to which this wallboard is connected.
Baudrate
Set to 1200. You cannot change this value.
Databits
Set to 8. You cannot change this value.
Address
Enter the "address" of the wallboard.
Parity
Stop bits
Host PC
Select the No Parity setting from the drop down list.
Select 1 stop bit from the drop down list.
Enter the host computer name.
Click on OK to close the dialog box, or click on another tab to make more changes.
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IP Properties tab (Data Display)
IP Properties tab is not applicable to the Data Display wallboard.
9.4.3.
Configuring the Message Maker Wallboard
General tab (Message Maker)
Figure 9-13 Message Maker General tab
The following information is displayed on this tab:
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Wallboard type
Select Messagemaker from the drop down list.
Width
Enter the width of the wallboard, this is either 16 or 21
characters. Check the documentation that was supplied with
the wallboard, for the correct width value.
Height
Enter the height of the wallboard. "Height" is the number of
lines of text that can be displayed simultaneously on the
wallboard. The height will be 2 or 4 lines of text. The Message
maker can be configured to display fonts (text) in Normal,
Large and Extra Large sizes. If you choose Extra Large font
size, then only 1 line of text can be displayed. Setting font size
is described later, in the section Creating wallboard messages
(Message Maker).
Connection type
The wallboard is connected to the Contact@Net 230
computer, via either a serial connection, or connected via a
TCP/IP connection. Select the appropriate connection type
from the drop down list.
Click on OK to save your changes, or on another tab if you want to make more
changes to this wallboard's settings.
Serial Properties tab (Message Maker)
The following information is displayed on this tab.
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Note: most of the technical information will be known by the person who installed the
wallboard
COM Port
Enter the number of the COM port on the Contact@Net 230
computer, to which this wallboard is connected.
Baudrate
Enter the speed at which data is transmitted to this wallboard,
in Baud.
Databits
Enter 8 here.
Address
Enter the address of the wallboard.
Parity
Select the No parity setting from the drop down list.
Stop bits
Select the 1 stop bit setting from the drop down list.
Host PC
Enter the host computer name.
Click OK to save your settings, or click on another tab to make more changes.
IP Properties tab (Message Maker)
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Figure 9-14 IP Properties (Message Maker)
The following information is displayed on this tab:
IPAddress
Enter the IP address of the wallboard.
Portnumber
Enter the number of the port to which the wallboard is
connected.
9.5.
Explorer View
Explorer view has been designed with System Managers in mind. System Managers
may prefer this hierarchical view of the system, as it is similar to other Microsoft
Windows Explorer type applications. But then again, maybe not!
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Figure 9-15 Explorer view
Explorer provides a view of the entire Contact@Net 230. You can view or edit
information about the Contact@Net 230, by clicking on the icon that represents that
item. The view of the Contact@Net 230 includes the following items:
•
•
•
•
•
Agents
Agent groups
Agents' phone extensions
Wallboards
System and Application information.
Generally speaking, selecting an item via the explorer will yield the same result as
clicking on that item's corresponding shortcut button. For example, if you click the
Agents shortcut button or if you double-click the Agents icon in the folder pane, the
same Agent information will be displayed. So, to avoid repetition, only the items that
are specific to Explorer view (that is, those that cannot be viewed using one of the
shortcut buttons mentioned in Chapter 1 ) are described in the table below.
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The top folder represents the Contact@Net 230. When you first open the window, only
this folder is visible. You will notice there is a + sign next to it. When you click on the
+ sign, the folder opens, showing its contents (in this case, sub-folders). For example
Views, Resources, Monitors and Reports.
While a folder is open and its contents are shown, the + sign changes to a - sign. Icons
representing the contents of the folder are displayed in the right hand area of the
window (see figure below).
When you click on the - sign of an open folder, it closes. The contents of the folder are
no longer visible.
Figure 9-16 Explorer view showing icons
If you click on one if the icons in the right hand area of the window, the information
represented by that icon is displayed. To view, for example, the Dashboard, you can
click on the Dashboard icon, instead of expanding Views in the Explorer bar and
selecting Dashboard view from there, thus saving an unnecessary mouse-click!
Use Explorer view to navigate to the item you are interested in. Click on that item to
select it. Relevant information will be displayed, in the right hand area of the screen.
When you open all folders in this pane, you will see all of the components of the
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application listed.
Folder item
Views
Click on this item to see:
The possible views are:
System - shows information about the system:
Application - displays the "services" that are available.
Dashboard
Dashboard view is described in Chapter 2. "DASHBOARD".
Resources
Enables you to view information about the "resources" of your
Contact@Net 230. In the context of UCS Administrator,
"resources" refers to elements of the Contact@Net 230.
Information about these resources is stored within UCS
Administrator. The "resources" are:
- Groups
- Agents
- Wallboards
These are described in Chapter 1.
Monitors
Monitors provide real-time statistics of "system" activity.
Monitors are described in more detail in Chapter 7.
"MONITORS".
Reports
Clicking on Reports opens the Report Wizard. This is a tool for
creating reports about Contact@Net 230 activity and
performance.
Remember: Most of the tasks you can perform in Explorer view can be done using the
shortcuts buttons described in the previous section. Explorer view is intended for
those who prefer to work with a Microsoft Windows Explorer type user interface.
If you prefer to use the shortcut buttons, and not the Explorer view, just select
Shortcut Icons from the View menu and deselect Explorer.
Supervisors may notice, while using Explorer view, that certain options and settings
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cannot be changed, or are missing. These options and settings are for the use of
System Managers only, and cannot be changed by Supervisors.
9.5.1.
Information Pane
Here, information about the item you selected using the Shortcuts buttons or the
Explorer view, is displayed.
In the previous figure, the folder
UCS Supervisor/Views/System
is selected in Explorer view. You can see that the Information pane displays details of
the system. The views in the Information pane are described at relevant points in the
user guide.
The UCS Administrator has a Multiple Documents interface (MDI). This means that
more than one window can exist. There is a main window, containing the menu bars
to the left and the information pane to the right.
9.5.2.
System Information
To view the System information, double click the System folder in Explorer view. (Or
click the System icon in the right hand area of the window, if it is displayed.)
Figure 9-17 System information
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Site name
The name of the site is displayed.
Application
The name of the database (.mdb file) that is in use.
Database path
The path to the connected database from your computer is
shown here.
Percentage of free
This information is mainly intended for System Managers. The
space in the database"Percentage of free space" decreases proportionately. After a
large number of calls the database begins to fill up.
At this time the System Manager must archive, or "clean up"
the database, to make space for new data. See the section
later in this chapter - Database Maintenance - for more
information.
Disk free space
Free space on the disk, or disks on the computer where the
application is installed.
Router Server
The server has three possible states:
Started - The system is working correctly.
Stopped - The UCS router server service has failed to start up.
Contact your installation engineer.
Unknown - When UCS Administrator is opened on a client
computer, the router server is always displayed as "unknown".
This does not affect normal operation.
Wallboard
9.6.
The wallboard (or wallboards) can be Started or Stopped
(booted or shut down).
Changing login Passwords for Supervisor and System Manager
The passwords used by the Supervisor and the System Manager to log into UCS
Administrator can be changed. To change passwords:
Click on the Tools menu and select Change Password.
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Select the job title of the person whose password you want to change from the drop
down list.
Type the new password in the first text box, then retype it in the second text box to
confirm it. The password you type will not appear on your screen for security reasons.
Click on OK, to close this dialog box and save the new password. The next time this
person logs in they must use the password you have just set.
9.7.
Load another Language
It is possible that the Contact@Net 230 is set-up and configured to make use of
language selection.
Ask your PABX engineer or System Administrator for more information.
If the system is configured with more than one language, you can select any available
language.
1. Select Change Language from the tools menu.
the following window appears:
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Figure 9-18 Language selection window
2. Click the brows button and navigate to the required language file (in this example
"English.txt").
3. Select Load Language File.
4. The system will prompt you that the new language files is successfully loaded,
click OK.
9.8.
Database Maintenance
All of the data relating to Contact@Net 230 activity is stored in a database (a file with
the extension .mdb). It is the responsibility of the System Manager to check the size
of the database periodically and to archive old data when necessary. In System view
(described in the previous section) you can check the percentage of free space in the
database. You are advised to do this regularly.
If the database becomes 100% full, no more information can be stored, and this may
cause serious problems. So when "Free Space" is 20% or less, you should take steps
to remove old data from the database, to make space for new data. To do this, you
can use the Database Cleanup command.
BEFORE performing a Database Cleanup, you will almost certainly want to archive
the old data, too. The Export Data command enables you to store all of the
performance data in Excel (.xls) format.
The Export Data and Database Cleanup commands are described in the following
subsections.
Note: The tasks described in this section must be performed on a regular basis.
Failure to manage the database as outlined above will adversely affect system
performance.
9.8.1.
Export Data
This command allows you to export the database information to a number of Excel
files. These files can be used for statistical purpose.
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Click on the Tools menu and select Export Data
Figure 9-19 Export Statistical Data dialog box
Select export the system will export the data by creating 5 XLS files. The files that are
created are listed below:
•
•
•
•
•
CallQualificationData.xls
RouterAgentData.xls
RouterCallData.xls
RouterErrorData.xls
StarterCallData.xls
Note that this data is not deleted by exporting. It remains in the database until you
remove it using the Database Cleanup command.
Note: It is possible that the database size is so big that t one or more XLS files
contains more than 65000 rows . In that case you can not start Excel (Excel
boundary). If that occurs, perform a cleanup and start the export again.
9.8.2.
Database Cleanup/Compact
This command allows you to clear all data that has been in the database for a number
of days. Once you have cleared the old data, you have the option to "compact" the
database. "Compacting" compresses the remaining data in such a way that it
occupies less space in the database.
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WARNING:
ALWAYS PERFORM A BACKUP ON THE CUSTOMER.MDB
BEFORE YOU START A CLEANUP. THE CLEANUP REMOVES
CALL DATA. AFTER THE CLEANUP THE CALL DATA CAN NOT
BE RETRIEVED.
WARNING:
BEFORE PERFORMING A CLEANUP AND/OR COMPACT
DATABASE, STOP THE UCS ROUTER SERVICE
(SERVICES.ICON). IF YOU DO NOT STOP THE ROUTER SERVICE
FIRST, SERIOUS AND IRREPARABLE DAMAGE TO YOUR DATA
MAY RESULT.
TALK TO YOUR INSTALLATION ENGINEER IF YOU ARE NOT
TOTALLY SURE ABOUT STOPPING THE ROUTER SERVICE.
Click on the Tools menu and select Database Cleanup.
Figure 9-20 Database Cleanup dialog box
WARNING:
FOLLOW THE INSTRUCTIONS DISPLAYED IN THIS DIALOG BOX
AND CLOSE DOWN ALL THE SERVICES MENTIONED BEFORE
PERFORMING THE DATABASE CLEANUP.
Database cleanup deletes all information older than a number of days. Enter the
required number of days in the first field.
You are given the option to "compact the database". Select this option if desired, by
checking the checkbox. Now click OK, to perform the database cleanup.
When a confirmation message is displayed, the database cleanup (and compact, if
you selected this option) is complete. You can now restart the UCS Administrator. In
System view, you should be able to see that the database size has decreased
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accordingly.
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