Avaya NN44400-710 - Manuals

Contents 6 NN44400-710 Contact Center Performance Management 12 November 2010 Changing a database alias 105 Setting the page orientation 106 Creating reports using Microsoft Excel 106 Creating reports using Microsoft Access 107 Saving a report template in Crystal Reports 11 109 Importing a user-crea...

NN44400-710 Contact Center Performance Management 12 November 2010 7 New in this release The following sections detail what is new in the Avaya Aura™ Contact Center Performance Management Data Dictionary (NN44400-117) Release 6.0/6.1. Navigation • Features (page 7) • Other changes (page 7) Features ...

NN44400-710 Contact Center Performance Management 12 November 2010 9 Introduction This document provides the procedures to generate performance management reports for Avaya Aura™ Contact Center Release 6.0/6.1. Prerequisites • Ensure that you have the most recent documentation. Documentation is avai...

NN44400-710 Contact Center Performance Management 12 November 2010 11 Performance management fundamentals This section provides an overview of performance management reporting tools and utilities. Navigation • Filters (page 11) • Thresholds (page 12) • Historical statistics (page 12) • Real-time sta...

Performance management fundamentals 12 NN44400-710 Contact Center Performance Management 12 November 2010 With the filters feature you select the sites and site resources to include in a network consolidated report, for example, the Network Consolidated Skillset Performance Report. After you create ...

NN44400-710 Contact Center Performance Management 12 November 2010 13 Performance management fundamentals You must have Real-Time Statistics access to configure these statistics. You can configure collection options, the data collection interval, and the minimum refresh rate. Two types of real-time ...

NN44400-710 Contact Center Performance Management 12 November 2010 15 Filter management You can use filters to specify the skillsets, applications, the agents that you want to see in the real-time display grids, and the agents that you want to see in the agent map graphical displays. Prerequisites t...

Filter management 16 NN44400-710 Contact Center Performance Management 12 November 2010 2 From the Filters menu, select Add Filter . 3 In the New Filter Name box, type the name of the filter. You can use only alphanumeric characters; do not use special characters. 4 Click Submit to save the filter. ...

NN44400-710 Contact Center Performance Management 12 November 2010 17 Filter management Procedure steps Step Action 1 From the Filters menu, select Manage Filters . 2 In the left pane, select the filter to edit. 3 Select the Contact Center Manager Server on which to add the elements. 4 Select the Sk...

Filter management 18 NN44400-710 Contact Center Performance Management 12 November 2010 6 To choose all available applications, select the Select All check box. 7 Click Submit to save your changes. --End-- Adding agent elements to a filter Include specific agents’ statistics by adding agent elements...

NN44400-710 Contact Center Performance Management 12 November 2010 19 Filter management Removing elements from a filter To modify the report display, remove elements from a filter. Prerequisites • Log on to Real-Time Reporting or Historical Reporting. See Logging on to Real-Time Reporting (page 23) ...

Filter management 20 NN44400-710 Contact Center Performance Management 12 November 2010 3 In the right pane, click Delete Filter . 4 In the message box that appears asking you to confirm your choice, click OK . --End-- Applying filters to real-time displays Use the Filters page to apply filters to c...

NN44400-710 Contact Center Performance Management 12 November 2010 21 Filter management Prerequisites • Log on to Real-Time Reporting. See Logging on to Real-Time Reporting (page 23) . • Ensure that you have access to filters. • Ensure that you do not log on as the webadmin. Procedure steps Step Act...

NN44400-710 Contact Center Performance Management 12 November 2010 23 Real-time Reporting The Contact Center Manager Administration (CCMA) Real-Time Reporting displays provide up-to-date statistics for your contact center and resources. With access to statistics that update in real time, such as the...

Real-time Reporting 24 NN44400-710 Contact Center Performance Management 12 November 2010 1 Log on to Contact Center Manager Administration. 2 On the launchpad, click Real-Time Reporting . The Real-Time Reporting window appears. --End-- Creating a private real-time display Create a private real-time...

NN44400-710 Contact Center Performance Management 12 November 2010 25 Real-time Reporting Making a public copy of a private real-time display After you customize a real-time display and save it in your Private Tabular Displays folder, you can share the display with other users by making a public cop...

Real-time Reporting 26 NN44400-710 Contact Center Performance Management 12 November 2010 Deleting public displays If required, you can delete custom public displays. You cannot delete standard public displays (the displays that come with the Contact Center Manager Administration software). Prerequi...

NN44400-710 Contact Center Performance Management 12 November 2010 27 Real-time Reporting 7 Click Launch Display to view your changes. --End-- Starting a network summary You can start a performance summary chart in bar format of all sites in the network (if you work in a networked environment). The ...

Real-time Reporting 28 NN44400-710 Contact Center Performance Management 12 November 2010 Printing a real-time display If you require a hard copy, you can print a real-time display. Procedure steps Step Action 1 Log on to Real-Time Reporting . 2 In the left pane, click the server on which the real-t...

NN44400-710 Contact Center Performance Management 12 November 2010 29 Real-time Reporting Deleting an exported real-time display grid You can delete real-time display grids from the Contact Center Manager Administration server that you export as HTML files. Procedure steps Step Action 1 Log on to th...

NN44400-710 Contact Center Performance Management 12 November 2010 31 Exported displays The procedures in this section describe how to work with exported real-time displays. Prerequisites to exported displays • Ensure that you have access to the Real-Time Reporting component and associated access cl...

Exported displays 32 NN44400-710 Contact Center Performance Management 12 November 2010 A message box appears with the name of the exported file and the export time. For example, if you export the Agent display site summary chart for the Winnipeg site as a .bmp file on June 29, 2000 at 2:23 p.m., th...

NN44400-710 Contact Center Performance Management 12 November 2010 33 Exported displays Viewing an exported real-time display You must view an exported real-time displays, to print the display. Prerequisites • Log on to Real-Time Reporting. See Logging on to Real-Time Reporting (page 23) . Procedure...

Exported displays 34 NN44400-710 Contact Center Performance Management 12 November 2010 The exported file name includes your user name, the prefix that you select, the date and time you save the file. For example, if your user name is John, your prefix is ConsolidatedSS, and you chose to export the ...

NN44400-710 Contact Center Performance Management 12 November 2010 35 Exported displays For example, to save the summary chart in the My Documents folder on the C drive of your computer, type C:\My Documents in this box. 4 Click Submit to save your changes. --End-- Printing a real-time display grid ...

NN44400-710 Contact Center Performance Management 12 November 2010 37 Graphical displays In the Graphical Display window, you can configure one of seven types of graphical displays: • Billboard displays • Chart displays • Time Line displays • Agent maps • Collections • Billboard collections • Dashbo...

Graphical displays 38 NN44400-710 Contact Center Performance Management 12 November 2010 • Configuring a chart display (page 50) • Creating a private collection (page 52) • Creating a private billboard collection (page 53) • Creating a public collection or public billboard collection (page 53) • Arr...

NN44400-710 Contact Center Performance Management 12 November 2010 39 Graphical displays --End-- Opening a graphical display View a graphical display. Prerequisites • Log on to Real-Time Reporting. See Logging on to Real-Time Reporting (page 23) . • Create at least one graphical display. See Adding ...

Graphical displays 40 NN44400-710 Contact Center Performance Management 12 November 2010 Procedure steps Step Action 1 In the left pane, click the Private Graphical Displays folder. Attention: When you delete a graphical display, you cannot restore it. Instead, you must create a new graphical displa...

NN44400-710 Contact Center Performance Management 12 November 2010 41 Graphical displays When you copy a private display, the system gives the new display a default name in the format [server name]_[private display name]. Because each public display must have a unique name, you must type a new name ...

NN44400-710 Contact Center Performance Management 12 November 2010 43 Graphical displays Configuring an agent map You can configure an agent map to view a representation of all the agents to whom you have access in your contact center. Prerequisites • You must create the agent filter before you can ...

Graphical displays 44 NN44400-710 Contact Center Performance Management 12 November 2010 12 From the Associated filter list, select the agent filter to assign to the agent map. Only filters containing agents on the selected server appear. If your filters contain no agents on the selected server, no ...

NN44400-710 Contact Center Performance Management 12 November 2010 45 Graphical displays 3 Click the Agent tab. 4 Select the agents to add to the agent map. 5 Click Submit to save the changes. 6 On the main menu, click Displays , View Displays . 7 On the system tree, click the Graphical Displays fol...

Graphical displays 46 NN44400-710 Contact Center Performance Management 12 November 2010 Customizing the agent map layout Adapt an agent map layout to meet your requirements. Procedure steps Step Action 1 In the agent map, click and drag the agent icons to the desired position. 2 To change the size ...

NN44400-710 Contact Center Performance Management 12 November 2010 47 Graphical displays You can choose from the following options: • agent first name, followed by last name • agent last name, followed by first name • agent first name and login ID • agent last name and login ID Prerequisites • Log o...

Graphical displays 48 NN44400-710 Contact Center Performance Management 12 November 2010 Procedure steps Step Action 1 From the Zoom list, select a value to resize the agent map. --End-- Activate a display from an agent map On the agent map graphical display, you can view a grid display that you sel...

NN44400-710 Contact Center Performance Management 12 November 2010 49 Graphical displays • Configure an agent map. See Configuring an agent map (page 43) . Procedure steps Step Action 1 Activate the required agent map display in box view. 2 Double-click an agent icon in the agent map display. A new ...

Graphical displays 50 NN44400-710 Contact Center Performance Management 12 November 2010 the selected server and across all the applications or skillsets in your partition on all servers on the network across all IVR queues on the selected server. 12 From the Statistic list, select the statistic to ...

Graphical displays 52 NN44400-710 Contact Center Performance Management 12 November 2010 23 Click Submit to save your changes. The new chart appears in the system tree under Graphical Displays and the Graphical Display window refreshes. 24 To create a public copy of your custom display, in the Type ...

NN44400-710 Contact Center Performance Management 12 November 2010 53 Graphical displays Creating a private billboard collection You can configure and save your favorite combination of billboards. Prerequisites • Log on to Real-time reporting. See Logging on to Real-Time Reporting (page 23) . Proced...

Graphical displays 54 NN44400-710 Contact Center Performance Management 12 November 2010 2 In the Name box, type the name of the new collection or billboard collection. This is the name that appears on the system tree. You can use only alphanumeric characters in the collection name; you cannot use s...

NN44400-710 Contact Center Performance Management 12 November 2010 55 Real-time report customization The procedures in this section describe how to customize your real-time reports. You can customize real-time report displays and real-time report summary charts. Prerequisites to real-time reporting ...

Real-time report customization 56 NN44400-710 Contact Center Performance Management 12 November 2010 Creating a Real-time Dashboard display You can create a Real-time Dashboard display to provide you with multiple views of up-to-date statistics for your contact center and its resources. Prerequisite...

NN44400-710 Contact Center Performance Management 12 November 2010 57 Real-time report customization 5 From the display chart menu, select the data to display on the chart. The data appears on the chart in the Realtime Dashboard display. --End-- Changing chart properties in the Real-time Dashboard d...

Real-time report customization 58 NN44400-710 Contact Center Performance Management 12 November 2010 1 In the left pane, under the server that contains the display to customize, click the Private Graphical Displays folder. 2 Select the Real-time Dashboard display. 3 Click Launch . 4 Click the X butt...

NN44400-710 Contact Center Performance Management 12 November 2010 59 Real-time report customization Adding a new column to a real-time display When you customize your private real-time display grids, you can add new columns by choosing from a list of available statistics. The available statistics c...

Real-time report customization 60 NN44400-710 Contact Center Performance Management 12 November 2010 Changing the refresh rate of a real-time display A slight delay occurs between the events in the contact center and the statistics that you see in the displays. The length of the delay depends on the...

NN44400-710 Contact Center Performance Management 12 November 2010 61 Real-time report customization 2 Click the display name. 3 Click the Properties tab. 4 In the Column font size boxes, type the size for the column headings and the column data. You can choose a font size from 8 to 14. If you make ...

Real-time report customization 62 NN44400-710 Contact Center Performance Management 12 November 2010 Prerequisites • Log on to Real-Time Reporting. See Logging on to Real-Time Reporting (page 23) . Procedure steps Step Action 1 In the left pane, under the server that contains the display to customiz...

NN44400-710 Contact Center Performance Management 12 November 2010 63 Real-time report customization Changing column names You can change the column names of private displays. You can customize the columns of private displays only. If you choose a public display, you must first copy it and save it i...

Real-time report customization 64 NN44400-710 Contact Center Performance Management 12 November 2010 4 In the Column width box, type the width of the column in characters. Attention: You cannot make the column narrower than the column text. To shrink the column to the exact width of the column headi...

NN44400-710 Contact Center Performance Management 12 November 2010 65 Real-time report customization Prerequisites • Log on to Real-Time Reporting. See Logging on to Real-Time Reporting (page 23) . Procedure steps Step Action 1 In the left pane, under the server that contains the display to customiz...

Real-time report customization 66 NN44400-710 Contact Center Performance Management 12 November 2010 Prerequisites • Customize the columns in private displays only. If you choose a public display, you must first copy it and save it in your Private Tabular Displays folder before you can customize the...

NN44400-710 Contact Center Performance Management 12 November 2010 67 Real-time report customization You cannot rotate network summary charts. Prerequisites • Log on to Real-Time Reporting. See Logging on to Real-Time Reporting (page 23) . • Open a summary chart. Procedure steps Step Action 1 While ...

NN44400-710 Contact Center Performance Management 12 November 2010 69 Contact Center Multimedia reports This section provides procedures to generate Contact Center Multimedia (CCMM) reports. Prerequisites to CCMM reports • Install Report Creation Wizard. • Install Crystal Reports. Navigation • Creat...

Contact Center Multimedia reports 70 NN44400-710 Contact Center Performance Management 12 November 2010 13 From each of the left and right Fields lists, click a field to include. Attention: The selected field on the right Fields list must contain the same data as the selected field on the left Field...

NN44400-710 Contact Center Performance Management 12 November 2010 73 Historical Reporting You can select the server in Contact Center Manager Server from which to run and schedule performance, configuration, and network reports (if you work in a networked environment). Reports help you monitor syst...

Historical Reporting 74 NN44400-710 Contact Center Performance Management 12 November 2010 Logging on to Historical Reporting To access Historical Reporting, log on to Historical Reporting. Prerequisites • Ensure that you have access to Historical Reporting. Procedure steps Step Action 1 Log on to C...

NN44400-710 Contact Center Performance Management 12 November 2010 75 Historical Reporting Procedure steps Step Action 1 In the right pane, click the NCC server that contains the network-consolidated report to define. 2 Click the Public Report Templates folder. 3 Click the NCC folder. 4 In the NCC f...

NN44400-710 Contact Center Performance Management 12 November 2010 77 Historical Reporting Opening a public, private, or shared report Open a public, private, or shared report to view a historical report. Prerequisites • Ensure that you have access to public report groups in Access and Partition Man...

Historical Reporting 78 NN44400-710 Contact Center Performance Management 12 November 2010 Running an Ad hoc report You can specify the amount of data to include in an Ad hoc report by choosing the data range and applying selection criteria. After you customize your report, click Run Now to generate...

NN44400-710 Contact Center Performance Management 12 November 2010 79 Historical Reporting Attention: If the report spans more than one page, the first page of the report is numbered as 1+. Until you reach the last page of the report, you do not know the number of pages. When the next page of the re...

Historical Reporting 80 NN44400-710 Contact Center Performance Management 12 November 2010 9 In the Comment box, type comments about the report. 10 To save the report, in the Save As box, enter a report name, choose a save location (your Group folder), and then click Save Report . Attention: You can...

NN44400-710 Contact Center Performance Management 12 November 2010 81 Historical Reporting Creating a shared or private report You can create custom reports if you change existing public, shared, or private report templates to suit your needs. Save them in your Group or Private Report Templates fold...

Historical Reporting 82 NN44400-710 Contact Center Performance Management 12 November 2010 Attention: If you choose a Public report template as the basis for your custom report, to save the new properties that you enter, you must type a new name in the Save As box and specify whether to save it in y...

NN44400-710 Contact Center Performance Management 12 November 2010 85 Historical Reporting 3 In the Template Importing Wizard , follow the prompts to import your report template to the server. --End-- Importing a parameter report You can use the Template Importing Wizard to import parameter report t...

Historical Reporting 86 NN44400-710 Contact Center Performance Management 12 November 2010 Editing a report You can edit the properties of private reports or shared reports that you create and save in your Group folder. You can change properties such as the data range, the selection criteria, the sc...

NN44400-710 Contact Center Performance Management 12 November 2010 87 Historical Reporting • Save Location : Select the folder in which to save the custom report. If you select Group, all members of your group have access to the report. If you select Private, only you have access to the report. • Ti...

Historical Reporting 88 NN44400-710 Contact Center Performance Management 12 November 2010 B y default, if you do not define the selection criteria, all available data is included in the report when you run it. When you define the selection criteria, you choose only the data that you want to see. Fo...

NN44400-710 Contact Center Performance Management 12 November 2010 91 Historical Reporting Procedure job aid Printing a report schedule If you are an administrator logged on as webadmin, you can use the Scheduled Events window to print the schedules of all reports scheduled by you and all other user...

Historical Reporting 92 NN44400-710 Contact Center Performance Management 12 November 2010 Activating a scheduled report When you first schedule a report, or when you deactivate a scheduled report, you must activate it to schedule the report again. You can activate a report in one of two ways: • Cli...

NN44400-710 Contact Center Performance Management 12 November 2010 93 Historical Reporting • Schedule and activate at least one report. See Scheduling a report (page 88) and Activating a scheduled report (page 92) . Procedure steps Step Action 1 In the left pane, click the Scheduled Events folder. 2...

Historical Reporting 94 NN44400-710 Contact Center Performance Management 12 November 2010 9 To save your changes, in the Save As box, type a report name, choose a save location, and click Save Report . --End-- Adding the euro symbol to a custom report To generate revenue reports containing currency...

NN44400-710 Contact Center Performance Management 12 November 2010 95 Historical Reporting Running a report from a different time zone You can select the time zone to run an on-demand report or schedule report. The time zone that you select applies to the data range of the report and the report sche...

NN44400-710 Contact Center Performance Management 12 November 2010 97 Expert reports You can create user-created, or expert reports in an ODBC- or SQL- compliant application. This section describes how to create reports in Crystal Reports. The section also provides general instructions to create rep...

Expert reports 98 NN44400-710 Contact Center Performance Management 12 November 2010 Defining a connection to the server To access the Avaya NES Contact Center Manager Server 6.0 database from Contact Center Manager Administration of the Avaya Aura™ Contact Center database, you must define a connect...

NN44400-710 Contact Center Performance Management 12 November 2010 101 Expert reports Defining the Caché ODBC DSN (CCMS) To access the Contact Center Manager Server database, you must define a connection to the server and define the Caché ODBC DSN. Prerequisites Make sure the Intersystems Caché port...

Expert reports 102 NN44400-710 Contact Center Performance Management 12 November 2010 2 Navigate to the CCMS installation directory. If you selected the default installation options then CCMS is normally installed at: D:\avaya\Contact Center. 3 Navigate to the following default folder: D:\avaya\Cont...

Expert reports 104 NN44400-710 Contact Center Performance Management 12 November 2010 Creating a report and connecting to the database (Crystal) You can create new reports using Crystal Reports. To report on multiple time frames using the same database view, you must create a report for each time fr...

NN44400-710 Contact Center Performance Management 12 November 2010 105 Expert reports Variable definitions Changing a database alias A database alias is a name that represents a database view in the report definition. If you use an alias rather than a view name, you can easily change the view used b...

Expert reports 106 NN44400-710 Contact Center Performance Management 12 November 2010 Setting the page orientation The default page orientation for the report is the same as the default page orientation for the printer. You change the page orientation for the report, and the printer default orientat...

NN44400-710 Contact Center Performance Management 12 November 2010 107 Expert reports 9 Click Next . 10 Select the columns and choose how to filter the data. This step is optional. 11 In the Query Wizard-Filter Data box, click Next . 12 Select the columns used to sort the data. This step is optional...

NN44400-710 Contact Center Performance Management 12 November 2010 109 Expert reports 33 Enter a name for the new report. 34 Select the Preview the report option. 35 Click Finish . 36 Use the Design View feature of Microsoft Access to edit the report created by the Report Wizard. --End-- Variable de...

Expert reports 110 NN44400-710 Contact Center Performance Management 12 November 2010 Variable definitions Importing a user-created Crystal Report To access a user-created Crystal Report template, you must import the report template from Contact Center Manager Server into Contact Center Manager Admi...

NN44400-710 Contact Center Performance Management 12 November 2010 111 Expert reports 10 In the Timestamp box, type Timestamp (ensure you type a capital T or the report does not run). 11 Select the Report Data Range option. 12 Click Next . 13 Click Finish . --End-- Variable definitions Linking subre...

Expert reports 112 NN44400-710 Contact Center Performance Management 12 November 2010 5 In the Subreport Links window, select the Select data in subreport based on field checkbox. 6 To add additional subreports, repeat step 2 to step 5. Otherwise, click OK . --End-- Adding customized formulas to a r...

NN44400-710 Contact Center Performance Management 12 November 2010 113 Expert reports For more information about formulas, see the Formula Editor topic, in the Crystal Reports online Help. (This topic is available from the Help Index. Search for formula editor.) Creating a custom report When you sen...

NN44400-710 Contact Center Performance Management 12 November 2010 115 Statistics configuration The Report Creation Wizard includes a number of formulas that you can use when you create reports. In addition, you can define custom formulas. After you define a formula, you can use it in multiple repor...

Statistics configuration 116 NN44400-710 Contact Center Performance Management 12 November 2010 Creating custom formulas Use the Formulas window to create custom real-time statistics fields by combining existing statistics fields with mathematical operators. You can then save these custom statistics...

Statistics configuration 118 NN44400-710 Contact Center Performance Management 12 November 2010 Example of creating a custom formula You can create a formula for a service level. The formula can be up to 250 characters. Creating a custom formula Step Action 1 In the Available Formulas box, type Call...

NN44400-710 Contact Center Performance Management 12 November 2010 119 Statistics configuration Modifying custom formulas To update previously created custom formulas, modify custom formulas. Procedure steps Step Action 1 Log on to the Configuration component. 2 On the system tree in the Configurati...

Statistics configuration 120 NN44400-710 Contact Center Performance Management 12 November 2010 Configuring historical statistics data collection You can configure the following historical statistics collection options: • the general system parameter values, such as the number of skillsets • the typ...

NN44400-710 Contact Center Performance Management 12 November 2010 121 Statistics configuration Configuring historical statistics collection on the NCC You can choose the length of time to store network call-by-call statistics at the Network Control Center (NCC). Your configuration determines the fo...

Statistics configuration 122 NN44400-710 Contact Center Performance Management 12 November 2010 Configuring real-time statistics collection To use the Real-Time Reporting feature of Contact Center Manager Administration, you must first configure Contact Center Manager Server to collect the types of ...

NN44400-710 Contact Center Performance Management 12 November 2010 125 Report Creation Wizard Report Creation Wizard is a Web-based interface in which you can create and edit reports. You can import and schedule the reports in Historical Reporting. You can access Report Creation Wizard from the Hist...

Report Creation Wizard 126 NN44400-710 Contact Center Performance Management 12 November 2010 Starting Report Creation Wizard To access Report Creation Wizard, start this application. Prerequisites • Ensure that you have a license for Report Creation Wizard. Procedure steps Step Action 1 Log on to C...

Report Creation Wizard 128 NN44400-710 Contact Center Performance Management 12 November 2010 14 Click Next . 15 In the Summaries window, from the Fields list, select a field. 16 From the Summation Type list, select a summation type. As you select the fields in the Fields list, the Summation Type li...

NN44400-710 Contact Center Performance Management 12 November 2010 133 Report Creation Wizard Attention: Avaya recommends that you use a name different from the standard report definitions to quickly identify that it is a custom report and to determine the type of data that the report generates. 59 ...

NN44400-710 Contact Center Performance Management 12 November 2010 135 Report Creation Wizard As you select the fields in the Fields list, the Summation Type list dynamically updates to show the types available for the selected field. 26 From the Groups list, select the check box for each report sec...

Report Creation Wizard 138 NN44400-710 Contact Center Performance Management 12 November 2010 48 Select the Bold check box. 49 Double-click the Group Header #2 section. 50 In the Group Header #2 section, click @RCW_ApplicationNameID . 51 On the Object Properties page, in the Width box, type 300 . 52...

NN44400-710 Contact Center Performance Management 12 November 2010 139 Report Creation Wizard Prerequisites • Start Report Creation Wizard. Procedure steps Step Action 1 In the Report Type window, select Create Advanced Report (via ODBC) . 2 Select the configured CCMS server ODBC DSN. 3 Select the r...

Report Creation Wizard 140 NN44400-710 Contact Center Performance Management 12 November 2010 If the report spans more than one page, the first page of the report is numbered as 1+. Until you reach the last page of the report, you do not know how many pages the report contains. After the next page o...

NN44400-710 Contact Center Performance Management 12 November 2010 143 Report Creation Wizard Step Action 1 On the toolbar, click the Import to Historical Reporting icon. 2 In the Import window, in the Report Title box, type Skillset Threshold Report . 3 Click Browse . 4 In the Open RCW Report windo...

NN44400-710 Contact Center Performance Management 12 November 2010 145 Report Creation Wizard Defining selection criteria Define selection criteria to determine the entities to include in a report. The following options are available when you define a Report Creation Wizard report in Historical Repo...

Report Creation Wizard 146 NN44400-710 Contact Center Performance Management 12 November 2010 • Starts with • Contains • Ends with The field data type determines the values available in the criteria list. 6 Click the ellipsis (...) . 7 From the Select Elements dialog box, select a field value. If yo...

NN44400-710 Contact Center Performance Management 12 November 2010 147 Report Creation Wizard Resizing an object To customize an object, you can modify the object size. Prerequisites • Open an existing Report Creation Wizard report in Report Creation Wizard. • Ensure that you are familiar with the R...

Report Creation Wizard 148 NN44400-710 Contact Center Performance Management 12 November 2010 Modifying object properties Use the Object Properties tab in the Report Layout window to modify group, field, or formula properties. Prerequisites • Open an existing Report Creation Wizard report in Report ...

NN44400-710 Contact Center Performance Management 12 November 2010 149 Report Creation Wizard Variable definitions Suppressing a report section Suppress sections to exclude the sections from the printed report. Variable Definition Title Type the field name. The name appears on the report. Height Typ...

Report Creation Wizard 150 NN44400-710 Contact Center Performance Management 12 November 2010 Prerequisites • Open an existing Report Creation Wizard report in Report Creation Wizard. • Ensure that you are familiar with the Report Layout Window. Procedure steps Step Action 1 In the Report Layout win...

NN44400-710 Contact Center Performance Management 12 November 2010 151 Report Creation Wizard Adding a formula to or removing a formula from a report Add formulas or remove formulas to update a report. Formulas appear under the relevant headings in the Formulas list. Standard formulas appear under t...

Report Creation Wizard 152 NN44400-710 Contact Center Performance Management 12 November 2010 2 To sort the direction of a group, on the Sorting page, click the Groups heading. 3 To sort the direction of a field or formula, click the Fields heading. 4 Select the group, field or formula for which you...

NN44400-710 Contact Center Performance Management 12 November 2010 153 Report Creation Wizard Editing a Report Creation Wizard report in Historical Reporting To modify a saved Report Creation Wizard report, access Historical Reporting. Prerequisites • Create a report in Report Creation Wizard. See C...

Report Creation Wizard 154 NN44400-710 Contact Center Performance Management 12 November 2010 3 In the Object Name box, verify or modify the value. 4 Click OK . --End-- Variable definitions Customizing the Report Creation Wizard template logo You must update the logo on each portrait and landscape t...

NN44400-710 Contact Center Performance Management 12 November 2010 155 Report Creation Wizard Attention: The original templates are part of the Contact Center Manager Administration installation. If your Contact Center Manager Administration installer or system administrator reinstalls the Contact C...