Cisco ICM Software Version 4.5 - Manual

Page 3 - iii; Contents; Router; Routing

iii Contents Contents Preface ........................................................................................ xiii Purpose ...................................................................................................xiiiAudience............................................................

Page 10 - Figures

x Contents Figures Figure 1: ICR Call Routing .................................................................................. 18Figure 2: Intelligent Call Router Overview ........................................................... 19 Figure 3: ICR Call Flow Diagram ..................................

Page 11 - Tables

Contents xi Contents Tables Table 1: Aspect, Lucent, and Nortel—ICR Terminology Mapping ...................... 33Table 2: Rockwell and Siemens—ICR Terminology Mapping ............................ 34 Table 3: Alcatel, NEC, and Ericsson—ICR Terminology Mapping ..................... 34Table 4: Features...

Page 13 - xiii; Preface; Purpose; Audience

xiii Prefac e Preface Purpose This manual describes how to monitor enterprise call center activity withthe real-time and historical reporting features of the G EO T EL Intelligent CallRouter (ICR). Audience This document is intended for the Intelligent CallRouter supervisor. Thesupervisor has an und...

Page 14 - Typographic Conventions; condition

xiv Preface Chapter 6, “ Scheduling Reports” Describes how to schedule reports to print automatically by usingthe ICR Job Scheduler tool. Chapter 7, “Available Data” Describes the most commonly used data available in the ICRdatabases. Chapter 8, “Template Reference” Documents the predefined report t...

Page 15 - Other Publications; For information about the G; •Network ICR product, see the

Preface xv Prefac e Other Publications Intelligent CallRouter Custom Screen Builder Tutorial Intelligent CallRouter Database Schema Handbook Intelligent CallRouter Installation Guide Intelligent CallRouter Planning Guide Intelligent CallRouter Product Description Intelligent CallRouter Q...

Page 17 - The G; Intelligent CallRouter (ICR) improves the level of

17 1. O v erv iew 1. Overview The G EO T EL Intelligent CallRouter (ICR) improves the level of customer service offered by geographically distributed call centers. TheIntelligent CallRouter’s main function is to route toll-free calls to themost appropriate agent or answering resource available. The ...

Page 18 - Overview; Figure 1: ICR Call Routing

18 Overview 1.1. What is the Intelligent Call Router? The Intelligent CallRouter (ICR) is a software-based call processingsystem that provides call-by-call routing to geographically distributedcall centers. The ICR links agents from multiple call centers to create avirtual call center. In the virtua...

Page 19 - What is the Intelligent CallRouter?; Figure 2: Intelligent Call; Enterprise CTI environment, management data can also used

What is the Intelligent CallRouter? 19 1. O v erv iew 1.1.1. Where Does the ICR Fit In? The Intelligent CallRouter works directly with call centers and theinterexchange carrier (IXC) that supplies the toll-free service. The IXCis a long-distance telephone company that offers toll-free call routingse...

Page 20 - Figure 3: ICR Call Flow Diagram; The ICR returns a routing label (destination) for the call to the IXC.

20 Overview 1.1.2. Call Routing A typical ICR-routed call goes through the following stages.Figure 3 illustrates these stages in detail. The Intelligent CallRouter is constantly receiving data from callcenters on agent availability, queue status, and call handlingperformance. ô A caller dials the ...

Page 21 - The Intelligent CallRouter uses Pre-Routing; Enterprise CTI

What is the Intelligent CallRouter? 21 1. O v erv iew 1.1.3. Pre- Routing The Intelligent CallRouter uses Pre-Routing ® to ensure that incoming calls reach the appropriate agent resource the first time. In Pre-Routing,the ICR executes routing decisions before the call terminates at a callcenter. As ...

Page 23 - The Call Center Enterprise; •Network ICR is the carrier-class version of the Intelligent

The Call Center Enterprise 23 1. O v erv iew Although this management data is essential to call routing, it is alsoimportant for monitoring and reporting on agent and agent groupperformance. The ICR stores the management data in industry-standardhistorical and real-time relational databases. The Int...

Page 24 - Figure 4: Service and Skill Group Hierarchy

24 Overview From a reporting perspective, you can view agent and call routingstatistics on an enterprise-wide or peripheral-by-peripheral basis.Enterprise reporting gives you a view of performance across the entirecall center enterprise. Peripheral reporting focuses your reports onspecific areas of ...

Page 25 - Figure 5: Enterprise and Peripheral Services

The Call Center Enterprise 25 1. O v erv iew across peripherals to form an enterprise Sales service. Figure 5 showsthe relationship between enterprise and peripheral services. Enterprise Services ACD ACD ACD Dallas Tech. SupportDallas Info. Services Boston Tech. SupportBoston Info. Services Sale s T...

Page 26 - Figure 6: Enterprise and Peripheral Skill Groups

26 Overview Figure 6 shows the relationship between enterprise and peripheral skillgroups. Enterprise Skill Groups ACD ACD ACD HelpDeskHelpDesk Pri.HelpDesk Sec. SpanishSpanish Pri.Spanish Sec. Peripheral Skill Groups Denver.HelpDesk Denver.HelpDesk.PriDenver.HelpDesk.SecDenver.SpanishDenver.S panis...

Page 27 - Figure 7: Agent Hierarchy

The Call Center Enterprise 27 1. O v erv iew 1.2.2. Agents and Agent Teams Within the call center enterprise, an agent is anyone who can answerincoming phone calls. A peripheral agent is an agent who is associatedwith a particular peripheral (ACD, PBX) in the call center enterprise. Aperipheral agen...

Page 28 - Figure 8: Network and Peripheral Trunk Groups

28 Overview A network trunk group is a group of trunks organized to reflect therouting client’s view of trunks. A network trunk group can map to one ormore peripheral trunk groups. For example, say you have two VRUs at acall center site in Dallas. Each VRU has two T1 circuits (see Figure 8). ACD2 AC...

Page 29 - Figure 9: Service Arrays

The Call Center Enterprise 29 1. O v erv iew Figure 9 shows an example of how service arrays relate to peripheralservices and network trunk groups. DAL Trunks T1’s Network Trunk Gr oup Routing Client (IXC, PG) VRU1 VRU4 VRU3 VRU2 Dal_VRU1.Sales Se r vi ce Array Dal_VRU1.H elp Dal_VRU2.Sales Dal_VRU ...

Page 30 - Application Gateways; Gateway feature allows the ICR to interface to

30 Overview Routes are associated with a single peripheral and are not organized onan enterprise-wide basis. Figure 10 shows some examples of routes andhow they map to individual peripheral targets. Routes Denver SalesDenver .Sales.PriAgent 325Denver.Trunks + DNIS ACD ACD ACD Dallas.SalesDallas.Sale...

Page 31 - Call Types; Schedule Link option allows the Intelligent CallRouter to

The Call Center Enterprise 31 1. O v erv iew Call Types A call type is a category of incoming calls. Calls are categorized basedon dialed number (DN), caller-entered digits (CED), and calling line ID(CLID). Each call type has a schedule that determines which routingscript or scripts are active for t...

Page 33 - Peripheral-Specific Terminology

Peripheral-Specific Terminology 33 1. O v erv iew Table 1: Aspect, Lucent, and Nortel—ICR Terminology Mapping G EO T EL ICR AspectCallCenter Lucent DEFINITYECS Nortel DMS-100/ SL-100 Nortel Meridian Service Application Vector DirectoryNumber (VDN) Primary orsupplementaryACD DN ACD DirectoryNumber(AC...

Page 34 - Rockwell and Siemens—ICR Terminology Mapping

34 Overview Table 2: Rockwell and Siemens—ICR Terminology Mapping G EO T EL ICR RockwellSpectrum RockwellGalaxy Siemens HICOM300E (9006) Siemens Rolm9751 CBX (9005) Service Application Gate ACD Routing Table(ART) Pilot Numberassociated withART Skill Group Agent group Primary,secondary, andtertiary g...

Page 35 - Table 4: Features Not Supported for Specific Peripherals; Peripheral Type

Peripheral-Specific Terminology 35 1. O v erv iew The ICR comprises a set of the functions of the supported peripherals.Because the features of each ACD vary, one type of ACD cannot takeadvantage of every capability the ICR offers. Some ACDs havelimitations that prevent them from making full use of ...

Page 37 - The Admin Workstation

37 2. Admin Work s tat ion 2. The Admin Workstation The Admin Workstation (AW) is the human interface to the IntelligentCallRouter. The Admin Workstation is a PC running G EO T EL software on the Microsoft ® Windows NT ™ operating system. Admin Workstations can be located throughout the call center ...

Page 38 - The Admin Workstation; Admin Workstation Group; Each Admin Workstation contains the G; Admin Workstation; Admin Workstation group appears as; Configure ICR. Lets you set up and maintain your G; Glossary. Defines terms related to the ICR.

38 The Admin Workstation 2.1. The G EO T EL Admin Workstation Group Each Admin Workstation contains the G EO T EL Admin Workstation group. When open, the G EO T EL Admin Workstation group appears as follows: Not all AWs have an identical sets of tools. The tools on each AW mayvary depending on the I...

Page 39 - Schema Help. Describes the structure of the ICR databases.; Service Control. Lets you stop and start ICR-related services.; Distributor and Client Admin Workstations

Distributor and Client Admin Workstations 39 2. Admin Work s tat ion Lock Admin. Lets you check or change the status of locks in theICR central database. Monitor ICR. Lets you view graphs and reports to monitor theperformance of specific agents, skill groups, services, and othergroups within the...

Page 41 - Monitor ICR Reporting; Three kinds of people use the Admin Workstation:; recommends that you do not directly modify data in the central

Monitor ICR Reporting 41 2. Admin Work s tat ion 2.2.4. Admin Workstation Users Three kinds of people use the Admin Workstation: System Manager. Uses the Admin Workstation to update the ICRsystem configuration, create and edit call routing scripts, anddownload Admin Workstation configuration infor...

Page 42 - Figure 11: Enterprise and Peripheral Reporting

42 The Admin Workstation You can change the predefined templates to suit your particular businessneeds by using the optional ICR Custom Screen Builder. The CustomScreen Builder is a client database access application that is based onPowersoft  InfoMaker. The Custom Screen Builder also allows you to...

Page 43 - Agent Reporting is an optional feature that can be licensed for; Table 5: Agent Report Types; Report Type; Agent status; Enabling Agent Reporting; Specify which peripherals in the enterprise provide agent data.

Monitor ICR Reporting 43 2. Admin Work s tat ion 2.3.2. Agent Reporting G EO T EL • Agent Reporting is an optional feature that can be licensed for peripherals (ACDs, PBXs) in the call center enterprise. With this featureenabled, you can generate reports of agent-level data through MonitorICR. (The ...

Page 44 - To specify which peripherals provide agent data:

44 The Admin Workstation See also: The Intelligent CallRouter System Manager Guide provides specificinstructions for enabling agent-level reporting. Some general guidelinesare presented here. À To specify which peripherals provide agent data: Run Configure ICR. In the Peripheral Configuration window...

Page 45 - Monitor ICR Reporting Scenario; Figure 12: Sample Report

Monitor ICR Reporting Scenario 45 2. Admin Work s tat ion level over the last half-hour. To further investigate the problem, youopen two additional call analysis reports: One report provides real-time data such as calls offered, callsabandoned, average speed of answer, and service levels for thePr...

Page 47 - Web View; Web View is the web-based reporting and script monitoring; Web View Server to generate; Figure 13: Web View Report; Internet Explorer version 4.0 or; Web

Web View 47 2. Admin Work s tat ion Report definition. A report definition is a file that specifies thetemplates the report uses to retrieve data. The report definition alsospecifies other values that the report includes (for example, datesand times, particular services, skill groups, etc.). Repor...

Page 49 - Creating a Report; Set up the Template Launcher.

49 3. Creating a Report 3. Creating a Report The Monitor ICR reporting tool allows you to report on call and agentactivity throughout the call center enterprise. You can use real-time data,historical data, or a combination of the two in a single report. You canalso display multiple reports on the sc...

Page 50 - Creating a Report

50 Creating a Report 3.1. The Report Example The report you will be creating includes a real-time bar graph thatdisplays call queue status data for selected peripheral services. This dataincludes: Average Delay in Queue Expected Delay in Queue Longest Call in Queue Average Speed of Answer (A...

Page 52 - Admin Workstation and click Monitor

52 Creating a Report 3.2. Starting Monitor ICR To start Monitor ICR, click Start, then point to Programs. In thePrograms menu, point to G EO T EL Admin Workstation and click Monitor ICR. The Monitor ICR main window appears: The Monitor ICR toolbar provides buttons that allow you to quicklyactivate t...

Page 53 - To open the Template Launcher:

Setting Up the Template Launcher 53 3. Creating a Report 3.3. Setting Up the Template Launcher To generate the report, open the Template Launcher window. À To open the Template Launcher: In the Monitor ICR window, click the New button. The TemplateLauncher window appears: The Template Launcher allow...

Page 54 - Choose the specific Items on which to report:; To select more than one item, hold down the; key as you click; , and click on the last item in the range.

54 Creating a Report 2. In the From field, click on the down-arrow. A calendar appears: 3. Double-click on a day (three or more days ago). A date is entered inthe From field. 4. For this tutorial, do not change the To field. The default setting willprovide data up to the present day. 5. Enter 8:00 i...

Page 55 - Choose the Templates:; In the Templates tab, choose the following templates:

Setting Up the Template Launcher 55 3. Creating a Report You can now choose the templates to use in the report. À Choose the Templates: In the Templates tab, choose the following templates: persvc01_queue_delay_status persvc12_calls_analysis_half_hour The Template Launcher is now set up to gener...

Page 56 - To design the report:; Click on the Maximize button

56 Creating a Report 3.4. Launching the Report To launch the report, click OK. An untitled report window appears: À To design the report: 1. Click on the Maximize button in the upper right corner of the report window. The report window is maximized. You may alsowant to maximize the Monitor ICR windo...

Page 59 - Saving the Report; Retrieving the Latest Historical Data; To retrieve the latest historical data:; With the report displayed, choose File

Saving the Report 59 3. Creating a Report 3.4.2. The Status Bar If you click on a bar in the graph, a message appears in the status bar atthe bottom of the Monitor ICR window. The status bar describes whatthe bar represents and its current numerical value. For example: You can use this feature to ge...

Page 60 - To save the report definition:

60 Creating a Report À To save the report definition: 1. Choose File → Save, or click the Save button. The Save Report Definition dialog box appears. Since you created a report on peripheral services, the Save ReportDefinition dialog box defaults to the persvc directory. The “persvc”directory is res...

Page 61 - To set thresholds in the real-time graph:

Setting Thresholds 61 3. Creating a Report 3.8. Opening the Report You can open the TUTOR.CMB report by selecting the Open commandfrom the File menu or by clicking the Open button. À To open the TUTOR.CMB report: 1. In the Monitor ICR window, choose File → Open, or click the Open button. The Select ...

Page 63 - To set thresholds in the historical grid:

Setting Thresholds 63 3. Creating a Report The thresholds you just set will have the following effects, possiblyimmediately, depending on the values in the graph: When the Average Delay in Queue is greater than or equal to 15seconds, the Avg. Delay bar in the real-time graph will turn yellow,indic...

Page 64 - To set the other attributes:

64 Creating a Report half-hour interval. You also set the Service Level thresholds to <= to 80 percent for the yellow warning and <= 75 percent for the red warning. If the Service Level equals or falls below 80 percent, the Service Levelcolumn in the chart will turn yellow to indicate that the...

Page 66 - To add drill-downs to the historical grid component:; Choose File

66 Creating a Report Now that you have added drill-down capability to the real-time graph,you can do the same with the historical grid. À To add drill-downs to the historical grid component: 1. Click on Next. The DrillDown Editor changes to reflect the routetemplates that can be added to the histori...

Page 68 - To set up Monitor ICR for automatic report display:

68 Creating a Report For example, say that the first thing you want to see at the start of theworkday is a real-time report on call queue delays for a certain group ofperipheral services. You can easily set up Monitor ICR to display thisreport at startup. Note: Only saved report definitions (.CMB fi...

Page 69 - Starting Monitor ICR.

69 4. Reporting Bas ic s 4. Reporting Basics This chapter describes the basics of creating reports with the MonitorICR tool. It provides details on using the toolbar, menu commands,on-line help, and the Template Launcher. Several common reportingtasks are covered in this chapter, including: Starti...

Page 70 - Reporting Basics; From the Windows NT desktop, open the G

70 Reporting Basics 4.1. The G EO T EL Admin Workstation Group From the Windows NT desktop, open the G EO T EL Admin Workstation group. The group contains several applications: The following applications are used in reporting on and monitoring callcenter activity: Job Scheduler. Lets you schedule ...

Page 71 - Starting Monitor ICR; To start Monitor ICR, double-click the Monitor ICR icon in the G; Admin Workstation group. The Monitor ICR main window appears:

Starting Monitor ICR 71 4. Reporting Bas ic s 4.2. Starting Monitor ICR To start Monitor ICR, double-click the Monitor ICR icon in the G EO T EL Admin Workstation group. The Monitor ICR main window appears: See also: For information on starting Monitor ICR from the command prompt, see“Command Prompt...

Page 72 - Table 6: Monitor ICR Toolbar; Button; You can toggle the Options

72 Reporting Basics 4.2.1. Toolbar Options You can use the buttons on the Monitor ICR toolbar to quickly activatethe most common functions. Table 6 summarizes these buttons. Table 6: Monitor ICR Toolbar Button Action Create a new report. Open a report that you have previously saved. Save the current...

Page 73 - Toolbar from the Monitor ICR menu. The

Starting Monitor ICR 73 4. Reporting Bas ic s Monitor ICR provides a pop-up menu that allows you to display thetoolbar in several different ways. Click the right mouse button in thearea to the right of the toolbar. A menu appears: Toggle the Frame Bar option to hide the toolbar. To redisplay thetool...

Page 74 - Invoke on-line help by using one of these methods:; In the Monitor ICR window, click the Help button.

74 Reporting Basics À Invoke on-line help by using one of these methods: In the Monitor ICR window, click the Help button. Select Help from the Help menu. Press F1. The Help contents window is shown in the following example: Each Help system on the Admin Workstation works in the same way. Ifyo...

Page 75 - Working with the Template Launcher; customer

Working with the Template Launcher 75 4. Reporting Bas ic s To change the refresh rate, change the value in the Refresh Rate field inthe Preferences dialog box. This field also affects the rate at whichreal-time data is updated in Monitor ICR real-time reports. See also: See “Setting Workstation Pre...

Page 76 - To invoke the template launcher:; Category and Scope

76 Reporting Basics À To invoke the template launcher: In the Monitor ICR window, click the New button. The TemplateLauncher window appears: In the Template Launcher window, you choose the options that definehow a report will be generated. These options include: Category and Scope Date and Time ...

Page 78 - Workforce Management Import

78 Reporting Basics Routing Client. You can report on statistics for the different routingclients defined in the ICR system. A routing client is an entity thatsends routing requests to the ICR. Routing clients typicallycorrespond to a subsystem within the interexchange carrier (IXC) orto a periphe...

Page 79 - The Scope options include:

Working with the Template Launcher 79 4. Reporting Bas ic s The Scope options include: Base Only. This option is available only if you select Skill Group asthe Category. Base skill groups are used to organize relatedsubgroups on some types of ACDs. For example, you might haveskill groups called He...

Page 80 - Absolute Dates

80 Reporting Basics A business entity may represent a division within a large corporation ora single customer within a service bureau. By default, the ICR enterpriseconsists of only one business entity. If you enable partitioning, you candefine multiple business entities. If you have only one entry ...

Page 81 - Relative Dates

Working with the Template Launcher 81 4. Reporting Bas ic s If you select Absolute Dates, click the down arrow in the From and Toboxes to display a calendar: Double-click on a day in the calendar to select it. You can also click onthe left and right arrows in the calendar to display different months...

Page 83 - Advantages of Using Relative Dates

Working with the Template Launcher 83 4. Reporting Bas ic s Advantages of Using Relative Dates The Relative Dates option provides a unique advantage over enteringspecific dates and times. When you use relative dates, you do not have toedit the report definition to change the report dates and make th...

Page 85 - naming convention. If you create your own templates using; predefined report templates.

Working with the Template Launcher 85 4. Reporting Bas ic s The template lists provide the following information about eachtemplate: Template name. The name of the template. Each template uses anaming convention that includes a directory (for example, persvc,routes, trkgrp), a number, and a brief ...

Page 86 - To save report definitions:

86 Reporting Basics 4.4. Working with Reports When a report first appears on the screen, it is untitled. To keep thereport, you need to save it as a report definition file. This sectiondescribes several common tasks you perform when working withreports: Saving report definitions Working with mul...

Page 87 - Working with Reports; Table 7: Default ICR Subdirectories; Subdirectory

Working with Reports 87 4. Reporting Bas ic s If you have already saved the file, you can choose File → Save As to save the report definition to a new file with a new name. The File → Save As option also displays the Save Report Definition dialog box. Note: Saved reports do not show up in the Templa...

Page 88 - The current data values are not stored in the report.

88 Reporting Basics Any thresholds you have defined. Any drill-downs you have defined. The names of the templates used in the report. The templatesthemselves are not saved in the report. However, references to thetemplates are saved. Any subsequent modifications to the templatesused by the rep...

Page 89 - The following example shows a report that has four components:

Working with Reports 89 4. Reporting Bas ic s You might want to create a more complex report that uses more than onetemplate. For example, if you launch two real-time templates and ahistorical template, the report contains three components. You save thereport definition in the same way you save a si...

Page 91 - To lay out and resize report components:; Select Edit

Working with Reports 91 4. Reporting Bas ic s À To lay out and resize report components: 1. Select Edit → Shuffle Mode. 2. Drag the graph, chart, and text objects and resize them. (Sometimesa grid style report is too long to display all the data it contains. Inthis case, you can use the scroll bar o...

Page 93 - Layer. Stacks all windows within Monitor ICR on top of each other.

Working with Reports 93 4. Reporting Bas ic s Layer. Stacks all windows within Monitor ICR on top of each other. Cascade. Arranges all windows within Monitor ICR so that theyoverlap, but each is still partially visible. 1, 2, 3.... Lets you quickly change to a different report window. The othe...

Page 94 - Reconnecting to the Central Database; Reconnect to reestablish the Admin

94 Reporting Basics You might also want to pause screen refreshing while you are workingwith the Definition Editor, the Threshold Editor, or the DrillDownEditor. This ensures that the function you are working with (forexample, the Definition Editor) is not interrupted by the real-timerefreshing of t...

Page 95 - Printer Setup; To specify the report printer:; To set up reports for landscape printing:; In the Page Setup tab, select the Landscape option:

Printer Setup 95 4. Reporting Bas ic s À To specify the report printer: 1. Choose File → Printer Setup. The Printer Setup dialog box appears. 2. Click on a printer to use for reports and perform one of thefollowing steps: Click on OK to save the printer settings and close the PrinterSetup dialog b...

Page 97 - File Association; In the Monitor ICR window, choose File

File Association 97 4. Reporting Bas ic s À To open a report: 1. In the Monitor ICR window, choose File → Open, or click the Open button. The Select Report Definition dialog box appears. Only report definition files appear in the Select Report Definitiondialog box. You do not see the templates, alth...

Page 98 - To apply file association through NT Explorer:; To automatically save your workspace when you exit:

98 Reporting Basics À To apply file association through NT Explorer: 1. Start the Windows NT Explorer program. 2. Change to the ICR’s \custom directory. 3. Open one of the custom subdirectories (for example, persvc), andselect (highlight) a .CMB report definition. 4. Press S HIFT and click the right...

Page 99 - Modifying Report Definitions; To return to default display at startup:

Modifying Report Definitions 99 4. Reporting Bas ic s Note: Before you exit from Monitor ICR, make sure thatOptions → Save Settings on Exit is deselected. Otherwise, the settings you have saved will be overwritten by the settings inplace when you exit. To test the settings, choose File → Exit to end...

Page 100 - To modify a report definition:

100 Reporting Basics À To modify a report definition: 1. With a report displayed, choose Edit → Definition. The Definition Editor appears. 2. Make the changes you want, such as choosing different Items(services, skill groups, etc.), or entering different dates and times. Note: You cannot make change...

Page 101 - Exporting Report Data; To delete a report definition:; To export report data:

Exporting Report Data 101 4. Reporting Bas ic s À To delete a report definition: 1. Invoke the DOS Command Prompt from the Windows NT ProgramManager. 2. Change to the directory that contains the report definition. Forexample: cd \icr\ customer \aw\custom\persvc 3. Locate the file you want to delete....

Page 102 - Table 8: File Format Options; Format

102 Reporting Basics 6. Enter a file name. (You do not have to enter an extension.) Bydefault, the file is stored in a custom subdirectory based on the typeof report from which you are exporting data (for example, persvc,trkgrp, etc.). 7. Click OK to save the data. Table 8: File Format Options Forma...

Page 103 - Setting Workstation Preferences; To change workstation preferences:; Choose Options

Setting Workstation Preferences 103 4. Reporting Bas ic s À To change workstation preferences: 1. Choose Options → Preferences. The Preferences dialog box appears: 2. Change the workstation preferences using the following guidelines: Note: These guidelines vary based on the type of AW. ICR Directo...

Page 104 - Computer Name

104 Reporting Basics 20 * 15 = 300 seconds (or five minutes) In the previous example, Monitor ICR would display an EventFeed Warning dialog box if it did not receive real-time data forfive minutes. (See “Event Feed Warning,” later in this sectionfor instructions on what to do if the Event Feed Warni...

Page 105 - User Information; If this warning appears, follow these steps:; In the Monitor ICR main window, check the Controller Time.

User Information 105 4. Reporting Bas ic s 4.14.1. Event Feed Warning The Event Feed Warning dialog box appears if there is a problem withdata connectivity to either the Central Controller or the real-timedistributor Admin Workstation. Rather than allowing Monitor ICR tocontinue running, in which ca...

Page 107 - Setting Thresholds and

107 5. Setting Thres holds 5. Setting Thresholds and Drill-Downs You can set up reports to alert you when certain values exceed or fallbelow expected levels. The Threshold Editor allows you to setthresholds on one or more data attributes in a report. For example,within a report you might set a thres...

Page 108 - Setting Thresholds and Drill-Downs; To set thresholds in a report:; Choose Edit

108 Setting Thresholds and Drill-Downs 5.1. Setting Thresholds in Reports The Threshold Editor lets you set threshold alerts on certain data in areport. A threshold alert might notify you of call centers where the delayin queue is approaching an unacceptable level or where all agents arecurrently bu...

Page 109 - Setting Thresholds in Reports; Relation. This option toggles to the; or; to move from field to

Setting Thresholds in Reports 109 5. Setting Thres holds Relation. This option toggles to the >= or <= relations by clicking on the down-arrows. These relations specify how thedata attribute will be evaluated against the threshold values. Inthe Threshold Editor screen example, >= specifie...

Page 110 - To save the threshold settings:

110 Setting Thresholds and Drill-Downs 5.1.2. Saving Threshold Settings You must save the report in order for the threshold settings to be savedin the report definition. If you close the report without saving it, thethreshold settings will be lost. À To save the threshold settings: Choose File → Sav...

Page 111 - Using Drill-Downs in Reports; Drill-Downs available; Drill downs are not supported for the other report types.

Using Drill-Downs in Reports 111 5. Setting Thres holds Table 9: Drill-Down Hierarchy Type of Report (orreport component) Drill-Downs available Base-only skill groups Peripheral skill group templates Enterprise service Peripheral services templates Enterprise skill group Peripheral skill group templ...

Page 112 - Applying a Drill-Down Template

112 Setting Thresholds and Drill-Downs The DrillDown Editor dialog box lists the drill-down templates availablefor the report component. Monitor ICR has rules that specify whichdrill-down templates can be added to report components. Refer toTable 9, earlier in this section, for a list of the drill-d...

Page 113 - Moving Between Report Components

Using Drill-Downs in Reports 113 5. Setting Thres holds Moving Between Report Components You can assign drill-downs to other components in the same report byusing the Next and Previous buttons within the DrillDown Editor: To assign a drill-down to another component in the report, click the Nextbutto...

Page 115 - To save the drill-down as a report definition:

Using Drill-Downs in Reports 115 5. Setting Thres holds Choose File → Close to close the active drill-down window. Optionally, you can save the drill-down window as a separate report. 5.2.5. Saving Drill-Downs as Separate Reports Drill-down report windows can be saved just like reports generatedthro...

Page 117 - Scheduling Reports

117 6. Sc heduling Reports 6. Scheduling Reports As you build a collection of Monitor ICR reports, you might decide thatyou’d like to have certain reports printed automatically. The AdminWorkstation has a Job Scheduler tool that allows you to scheduleMonitor ICR reports to print automatically on a r...

Page 118 - Scheduling Reports; ICR Print Server; Double-click its icon in the G; Admin Workstation group. You can; To choose a printer and set printing options:

118 Scheduling Reports 6.1. ICR Job Scheduler As a supervisor, your most common use of the ICR Job Scheduler willbe to print reports at specific dates and times. For example, say that youcreated a report that uses a relative date to display data. Because youused a relative date (for example, Today o...

Page 119 - ICR Job Scheduler; Click on a printer to use for reports.; recommends that you use landscape paper orientation to print; To start the ICR Job Scheduler:; In the G; Admin Workstation group, double-click the Job

ICR Job Scheduler 119 6. Sc heduling Reports 3. Click on a printer to use for reports. 4. Optionally, you can click on the Setup button to display a DocumentProperties dialog box and choose a form type to be used, the paperorientation, and number of copies. (Click the Help button in theDocument Prop...

Page 120 - PrintRpt. Prints a specified Monitor ICR report.

120 Scheduling Reports The initial window displays several fields of data: Frequency. Specifies the frequency with which the job will beexecuted. Possible entries include Every, Next, Today, Tomorrow.These options are described later in this section. Day. Specifies the day or days of the week on...

Page 121 - To set up the print job details:; Enter information in this window using the following guidelines:; Occurs. Choose how often you want the report to print:; You can also enter a string of multiple reports to print:

ICR Job Scheduler 121 6. Sc heduling Reports À To set up the print job details: 1. In the ICR Job Scheduler window, click the New button. The JobDetails dialog box appears. 2. Enter information in this window using the following guidelines: Time. Enter the time that you want the job to print. High...

Page 122 - To submit a print job schedule:; The print job will execute on the specified date and time.

122 Scheduling Reports You must enter the directory name and the file name for each report.Also, for multiple entries, be sure to include spaces between eachdirectory\filename combination. Log. The Log check box is disabled for the PrintRpt command. Allprint jobs submit log entries to the ICRPRINT...

Page 123 - To change a scheduled job:; Click the Change button. The Job Details dialog box appears.

ICR Job Scheduler 123 6. Sc heduling Reports À To change a scheduled job: 1. In the ICR Job Scheduler window, select a job from the list ofscheduled jobs. 2. Click the Change button. The Job Details dialog box appears. 3. Change the fields as described in “Scheduling Reports to Print,”earlier in thi...

Page 124 - To inspect a log file:; Use the scroll bars to scroll through the log file.

124 Scheduling Reports À To inspect a log file: 1. In the ICR Job Scheduler window, click the Inspect Log button.A Select Log dialog box appears: 2. Select the ICRPRINT.LOG file from the list of log files and click onOK. A standard Windows NT Notepad window appears to displaythe log file. The follow...

Page 126 - Available Data; Agents talking in. The number of agents talking on inbound calls.

126 Available Data 7.1. Skill Group Data The ICR tracks information about the skill groups at each peripheral. Askill group is a collection of agents who share a common set of skillsand therefore can handle similar types of calls. A peripheral skill groupis a skill group that is associated with a sp...

Page 127 - Skill Group Data

Skill Group Data 127 7. Av ailab le Data Agents reserved. The number of agents currently in the reservedstate. A reserved agent is awaiting an interflowed call and isunavailable to receive any incoming calls. This state applies toagents on Northern Telecom Meridian and Aspect CallCenter ACDsonly. ...

Page 128 - Agent Reporting enabled, the ICR tracks data for the; Agent team. Report on the agents within one or more agent teams.

128 Available Data 7.2. Agent Data With G EO T EL • Agent Reporting enabled, the ICR tracks data for the agents within the call center enterprise. An agent is anyone who cananswer incoming phone calls. In a more precise way, a peripheral agentis an agent who is associated with a particular periphera...

Page 129 - Agent Data

Agent Data 129 7. Av ailab le Data 7.2.2. Agent Status The ICR tracks agent status by position, skill group, and by agent name.Specifically, the ICR records the following data on agent status in ICRreal-time and half-hour tables: Position. The current extension on which the agent is working. Age...

Page 130 - Agent name. The first and last name of the agent.

130 Available Data Incoming calls total. The total number of inbound ACD callshandled by the agent during the interval. This value is incrementedwhen the after-call work associated with the call is completed. Incoming calls avg. length. The average length in seconds forincoming calls handled by ...

Page 133 - Agent States and Time Allocations

Agent States and Time Allocations 133 7. Av ailab le Data The following ICR database tables store agent state and time allocationdata: Agent_Skill_Group_Real_Time. Stores real-time data on thecurrent state of each agent in a skill group. For example, theAgentState field provides the current state ...

Page 134 - Talking in. The number of agents who are talking on inbound calls.

134 Available Data 7.3.1. ICR Agent State Terminology The ICR tracks the following agent states. Tables 11-13, later in thischapter, maps the ICR agent state terms to the terms used by theperipheral vendors. Logged on. The number of agents who are logged on (that is, agentswho are known to the sys...

Page 135 - Table 10: Agent States and Time Allocations; Agent Time Allocation

Agent States and Time Allocations 135 7. Av ailab le Data The ICR tracks the number of agents in each state along with the timeagents spend in specific states. Table 10 shows how agent activity andtime spent in particular states are tracked by the ICR. Table 10: Agent States and Time Allocations Log...

Page 136 - Reserved Time. The time agents spend in the Reserved state.

136 Available Data The ICR also tracks the total amount of time agents in a skill groupspend in specific states. For each specific state, time is recorded to trackhow long agents are in the particular state. In addition, time spent incertain states is tracked more generally in time allocation catego...

Page 137 - Table 11: Agent State Terminology—Aspect, Lucent, and Nortel

Agent States and Time Allocations 137 7. Av ailab le Data 7.3.2. ICR Agent State Mapping To Peripherals The ICR uses certain terms to describe the work states that agents movein and out of while handling customer calls. Peripheral vendors useslightly different terms to describe these same states. Ta...

Page 139 - Table 12: Agent State Terminology—Rockwell and Siemens

Agent States and Time Allocations 139 7. Av ailab le Data Table 12 shows the ICR agent state terms and how they correspond tothe terms used by Rockwell and Siemens. Table 12: Agent State Terminology—Rockwell and Siemens G EO T EL ICR RockwellGalaxy RockwellSpectrum SiemensHICOM 300E Siemens Rolm9751...

Page 140 - Table 13: Agent State Terminology—Alcatel, NEC, and Ericsson

140 Available Data G EO T EL ICR RockwellGalaxy RockwellSpectrum SiemensHICOM 300E Siemens Rolm9751 CBX Work NotReady N.A. Call work andavailable consolelamp not lit. N.A. Unavailable/Work Busy Oher Overflow callscurrently inprogress.Overflow callwork. Busy on eitheran internal callor a call for ana...

Page 141 - Service Data

Service Data 141 7. Av ailab le Data G EO T EL ICR Alcatel 4400 NEC NEAX 2400 Ericsson ACP100 Work Ready Agent WorkingAfter Call/Wrap-up Work Agent not ready Work NotReady Agent Work NotReady N.A. N.A. Busy Other N.A. Supported (no NECterm) Other Reserved N.A. Alerting N.A. Hold Busy All on hold N.A...

Page 143 - In this example, the service level would be 38 percent.; ICR Service Level; A call is answered within the service level threshold.; Peripheral Service Level

Service Data 143 7. Av ailab le Data As a simple example, if you had 50 calls that were answered in under 30seconds and 80 calls that took longer than 30 seconds to answer, the ICRwould calculate the service level as follows: 50/(50+80) x 100 = Service Level % In this example, the service level woul...

Page 145 - Enterprise Data

Enterprise Data 145 7. Av ailab le Data 7.4.4. Agent Time Allocations The ICR tracks several data categories related to the time a peripheralservice’s agents spend handling calls. This data include: Handle time. The total seconds that agents for the service were inthe Talking In, Work Ready, and W...

Page 146 - Enterprise Service Calculation Examples

146 Available Data 7.5.1. Enterprise Calculations The ICR can simply total some statistics to obtain enterprise-widevalues. For example, to obtain the number of agents available for anenterprise skill group, the ICR adds the number of agents available foreach peripheral skill group that is a member ...

Page 147 - Service Array Data

Service Array Data 147 7. Av ailab le Data Calls Abandoned. The number of calls to the trunk group that wereabandoned during a current or previous half-hour interval. Calls in. The number of incoming calls received on the trunk groupduring a current or previous half-hour interval. Calls out. T...

Page 149 - Peripheral Data; Abandoned calls ignored; Status. Indicates the current failure state of the peripheral.

Peripheral Data 149 7. Av ailab le Data 7.9.1. Service Level The ICR tracks the service level for a route based on the calculationmethod that is in use for the peripheral service associated with the route.There are three types of service level calculation methods, each of whichtreat abandoned calls ...

Page 150 - Gateway feature allows the ICR to interface to a host

150 Available Data 7.11. Application Gateway Data You can report on several types of data related to application gateways.The G EO T EL • Gateway feature allows the ICR to interface to a host system that is running another call center application. The ICR uses theapplication gateway to query the hos...

Page 151 - Routing Client Data

Routing Client Data 151 7. Av ailab le Data 7.12. Call Type Data The ICR allows to report statistics for the call types defined in thesystem. A call type is a category of incoming calls. Calls are categorizedbased on dialed number (DN), caller-entered digits (CED), and callingline ID (CLID). Each ca...

Page 153 - Template Reference

153 8. Templ a te Referenc e 8. Template Reference The ICR comes with predefined templates that simplify the process ofgenerating reports. The predefined templates allow you to generate avariety of reports without having to spend time developing queries ordesigning report formats. Each template disp...

Page 154 - Template Reference

154 Template Reference 8.1. Real-Time and Historical Templates The real-time templates generate reports that show the current state ofthe call center enterprise. Real-time reports help you to keep track ofcurrent call center resources and react quickly to any service delays. The real-time templates ...

Page 155 - Real-Time and Historical Templates; Description; is currently logged on.; Logon date and time. The date and time that the agent logged on.; for the agent’s last state change.; Example

Real-Time and Historical Templates 155 8. Templ a te Referenc e agteam01_agent_status_by_position Description This template generates a real-time grid report that shows the status ofeach agent in an agent team by position. Database Table Agent_Real_Time Data Position. The current extension on which ...

Page 157 - the ICR name of the peripheral with which the agent is associated.; Logon duration. The number of seconds that the agent was logged on.; the agent logged out.

Real-Time and Historical Templates 157 8. Templ a te Referenc e agteam03_logout_status_by_team Description This template generates a historical grid report that shows agent loginand logout history for one or more selected agent teams over a specifiedtime period. Database Table Agent_Logout Data Agen...

Page 159 - agent for the period that were callback messages.; % Wrapup. The percentage of time that the agent spent in wrap-up on

Real-Time and Historical Templates 159 8. Templ a te Referenc e Callback message average length. The average length in seconds for callback messages that were processed by the agent during theinterval. Callback message percent. The percentage of all calls handled by the agent for the period that wer...

Page 160 - with inbound calls the agent placed on hold.; Hold calls in percent. The percentage of hold time associated with; with outbound calls the agent placed on hold.

160 Template Reference agteam05_agent_daily_perf Description This template generates a historical grid report of agent performanceover a specified time period. To arrive at daily values, the ICR sums theAgent_Skill_Group_Half_Hour rows for each day. Database Table Agent_Skill_Group_Half_Hour Data Ag...

Page 161 - internal calls the agent placed on hold.

Real-Time and Historical Templates 161 8. Templ a te Referenc e Hold calls out percent. The percentage of hold time associated with outbound calls the agent placed on hold. This value is measuredagainst the total time the agent was logged on during the interval. Hold calls internal. The total number...

Page 162 - Conference calls out average. The average time in seconds that the

162 Template Reference Conference calls out average. The average time in seconds that the agent spent in conference on agent-initiated calls during the interval.This value includes hold time associated with the conference calls. Conference calls out percent. The percentage of time that the agent spe...

Page 165 - associated and logged on.; Logon duration. The time in seconds that the agent spent logged on; during the specified period.; Logout date and time. The date and time that the agent logged out.

Real-Time and Historical Templates 165 8. Templ a te Referenc e agtper03_logout_status_by_peripheral Description This template generates a historical grid report that details agent loginduration and logout activity over a specified period of time. Database Table Agent_Logout Data Peripheral. The nam...

Page 168 - ringing at the agent’s position.

168 Template Reference agtper05_agent_daily_perf Description This template generates a historical grid report that shows agentperformance by peripheral over a specified time period. To arrive atdaily values, the ICR sums the Agent_Skill_Group_Half_Hour rows foreach day. Database Table Agent_Skill_Gr...

Page 173 - the peripheral with which the agent is associated.; Logon duration. The time that the agent spent logged on.

Real-Time and Historical Templates 173 8. Templ a te Referenc e agtskg03_logout_status_by_skillgroup Description This template generates a historical grid report that details logon andlogout status for the individual agents in a particular skill group. Database Table Agent_Logout Data Skill group. T...

Page 179 - host system during the half-hour interval.; Errors. The number of errors that occurred for requests to the host

Real-Time and Historical Templates 179 8. Templ a te Referenc e apgate11_status_by_half_hour Description This template generates a historical, tabular report that shows thenumber of requests made through an application gateway to a hostsystem for particular half-hour intervals. Data is also provided...

Page 180 - Call type. The name of the call type. A call type is a category of; Error count. The number of errors for calls of this type during the

180 Template Reference caltyp01_status_grid Description This template generates a real-time grid that shows data on call types inthe ICR system. Data shown includes the master script in effect for thecall type and the number of calls routed for the call type. Database Table Call_Type_Real_Time Data ...

Page 181 - for which the ICR used default routing. Measured since midnight.; Call Types Network Default Routed (Today). The number of calls of

Real-Time and Historical Templates 181 8. Templ a te Referenc e caltyp02_count_graph Description This template generates a real-time, stacked bar graph that keeps arunning total of call routing statistics for call types for the current day(since midnight). Database Table Call_Type_Real_Time Data Cal...

Page 182 - call or after-call work, and are not available to receive a call.; Agents talking. The number of agents who are involved in a call

182 Template Reference entskg01_status_#_graph Description This template generates a real-time, stacked bar graph that shows thenumber of active agents from selected enterprise skill groups who arecurrently in any of four agent states. Database Table Skill_Group_Real_Time Data Agents available. The ...

Page 184 - Percent agents in wrap-up. The percentage of all agents in the; enterprise skill group who are involved in after-call work.; Percent agents in busy other. The percentage of all agents in the; enterprise skill group who are in the Busy Other state.

184 Template Reference Therefore, while active in one skill group, the agent is considered bythe other skill groups to be in the Busy Other state. Percent agents idle. The percentage of all agents in the enterprise skill group who are in the Not Ready state. Percent agents available. The percentage ...

Page 185 - group who are involved in after-call work.

Real-Time and Historical Templates 185 8. Templ a te Referenc e entskg03_status_%_graph Description This template generates a real-time graph that shows the percentage ofagents from selected enterprise skill groups who are in any of four callhandling states. Database Table Skill_Group_Real_Time Data...

Page 187 - FTE reserve. The FTE value for the time agents are in the Reserved; the enterprise skill group were involved in after-call work.

Real-Time and Historical Templates 187 8. Templ a te Referenc e FTE reserve. The FTE value for the time agents are in the Reserved state. The Reserved state is a state in which the agent is awaiting aninterflowed call and is unavailable to receive any incoming calls.This state applies to agents on N...

Page 189 - enterprise skill group.; Average handle time. The average handle time for calls handled by

Real-Time and Historical Templates 189 8. Templ a te Referenc e entskg06_halfhour_aht_grid Description This template generates a historical grid that shows call count andhandle time data per half-hour for selected enterprise skill groups. Thistemplate also includes a summary row for each day of data...

Page 190 - FTE number of agents. The FTE number of logged on agents for the

190 Template Reference FTE number of agents. The FTE number of logged on agents for the enterprise skill group. FTE (full-time equivalent) is the number offull-time agents that would be required during a period to performthe work done in that period. To calculate the FTE, divide thenumber of seconds...

Page 191 - agents in the enterprise skill group.; group. Talk time includes time spent in any of the Talking states.

Real-Time and Historical Templates 191 8. Templ a te Referenc e entskg07_daily_aht_grid Description This template generates a historical grid that displays call count andhandle time data on a per-day basis for selected enterprise skill groups.This template also includes a summary row that totals or ...

Page 192 - FTE number of agents. The FTE value for the number of logged on

192 Template Reference FTE number of agents. The FTE value for the number of logged on agents for the enterprise skill group. FTE (full-time equivalent) isthe number of full-time agents that would be required during aperiod to perform the work done in that period. To calculate theFTE, divide the num...

Page 193 - on to the enterprise skill group.; FTE idle. The FTE number of idle agents (that is, agents who were; is, not occupied with any call activity and ready to accept calls).; FTE talking. The FTE number of agents involved in calls (inbound,

Real-Time and Historical Templates 193 8. Templ a te Referenc e entskg08_halfhour_perform_grid Description This template generates a historical grid that shows half-hour, full-timeequivalent (FTE) values for agents in selected enterprise skill groups.FTE is the number of full-time agents that would ...

Page 194 - FTE busy other. The FTE number of agents in the Busy Other state

194 Template Reference FTE wrap-up. The FTE number of agents involved in after-call work. FTE busy other. The FTE number of agents in the Busy Other state (that is, busy in skill groups other than the one presently beingexamined). An agent can be active in only one skill group at a time.Therefore, w...

Page 195 - Available state during the interval.; % Talking. The percentage of time that all agents were in the Talking; In, Talking Out, or Talking Other states during the interval.

Real-Time and Historical Templates 195 8. Templ a te Referenc e entskg09_normalized_agt_state Description This template generates a stacked bar graph that shows the percentage oftime that all agents in the enterprise skill group were in specific statesduring an interval. The normalized value is deri...

Page 196 - for the enterprise service.

196 Template Reference entsvc01_queue_delay_status Description This template generates a real-time bar graph that displays data on thecurrent status of call queues for selected enterprise services. Database Table Service_Real_Time Data Average delay in queue. The average delay for calls currently in...

Page 197 - agents are currently talking.

Real-Time and Historical Templates 197 8. Templ a te Referenc e entsvc02_calls_status Description This template generates a real-time, stacked bar graph that displays thenumber of calls on which agents are talking and the number of calls inqueue for selected enterprise services. Database Table Servi...

Page 198 - before being connected with an agent.; Calls abandoned within service level. The number of calls to the

198 Template Reference entsvc03_effect_of_aban_on_servicelevel Description This template generates a real-time grid that shows the effect ofabandoned calls on the service levels of selected enterprise services.This grid also provides a summary row that totals or averages the datafor all peripheral s...

Page 199 - the caller hung up before being connected with an agent.

Real-Time and Historical Templates 199 8. Templ a te Referenc e entsvc04_calls_trend_analysis Description This template generates a real-time grid that shows call counts andservice levels for enterprise services since the end of the last five-minuteinterval, for the current half-hour interval, and s...

Page 202 - service are currently talking.; Calls handled. The number of calls answered and finished for the; enterprise service since the end of the last five-minute interval.; Calls abandoned. The number of calls in which the caller hung up

202 Template Reference entsvc07_now_to5_grid Description This template generates a grid that provides call counts, queue status,and service level data in real-time and for the last five minutes forselected enterprise services. A summary row totals the values in eachcolumn for all the enterprise serv...

Page 204 - currently queued for longer than the service level threshold.; Available Agents (Aav). The number of agents for the enterprise; Ready and Busy Other states.

204 Template Reference entsvc08_gate_realtime_status_grid Description This template generates a grid report that provides real-time, half-hour,and daily status information for an enterprise service. In this report, anenterprise service is considered to be a collection of gates. A gate is theRockwell...

Page 205 - calls handled to completion by an enterprise service’s agents.; Intelligent

Real-Time and Historical Templates 205 8. Templ a te Referenc e Calls Handled – Half-Hour and Today (Nch). The total number of calls handled to completion by an enterprise service’s agents. Calls Abandoned – Half-Hour and Today (Nca). The number of calls in which the caller hung up before being conn...

Page 206 - array are currently talking.; Calls in queue. The number of calls to the service array that are in; queue at each peripheral now.; service array since the end of the last five-minute interval.

206 Template Reference entsvc09_svc_array_now_to5_grid Description This template generates a grid that provides call counts, queue status,and service level data in real-time and for the last five minutes forselected service arrays. A summary row totals the values in each columnfor all the service ar...

Page 208 - that were answered within a specified threshold (for the day).; Average handle time (AHT). The average handle time for calls handled; queue for the enterprise service for the day.

208 Template Reference entsvc11_calls_analysis_daywise Description This template generates a historical grid that provides daily totals oncalls and service levels for the selected enterprise services. This grid alsoprovides a service summary row that averages and totals the data for theindividual en...

Page 209 - queue for the enterprise service for the half-hour interval.

Real-Time and Historical Templates 209 8. Templ a te Referenc e entsvc12_calls_analysis_half_hour Description This template generates a historical grid that provides half-hour callcounts, time in seconds for ASA, AHT, and average delay in queue, andservice levels for selected enterprise services. Th...

Page 212 - agents in the enterprise service for the day.

212 Template Reference entsvc14_calls_handled_daywise_graph Description This template generates a historical, overlapped bar graph that shows thenumber of calls handled per day for selected enterprise services. Database Table Service_Half_Hour Data Calls handled. The total number of calls handled to...

Page 213 - up before being connected with an agent.

Real-Time and Historical Templates 213 8. Templ a te Referenc e entsvc15_calls_abandoned_daywise_graph Description This template generates a historical, overlapped bar graph that shows thenumber of calls abandoned per day for selected enterprise services. Database Table Service_Half_Hour Data Calls ...

Page 214 - hung up before being connected with an agent.

214 Template Reference entsvc16_calls_history_daywise_graph Description This template generates a historical line graph that shows the dailyhistory of calls for a single selected enterprise service. This template ismeant to be used with a single enterprise service only. Database Table Service_Half_H...

Page 216 - or percentage of calls that were routed by the G; Average Speed of Answer (ASA). The average time that all calls; the enterprise service during the half-hour interval.; Answer Wait Time (AWT). Sum of answer wait time for all calls; offered to the enterprise service during the half-hour interval.; Average Handle Time (AHT). Average handle time for the enterprise

216 Template Reference entsvc18_gate_half_hourly_status_grid Description This template generates a grid report that provides half-hour statusinformation for an enterprise service. In this report, an enterprise serviceis considered to be a collection of gates. A gate is the Rockwell Galaxyterm for a ...

Page 217 - Average Seconds for Abandoned Calls (ASB). The average seconds of; service were logged on during the half-hour interval.; Other Time (OTH). The sum of the time that agents spent in the Not; Ready and Busy Other states for the interval.

Real-Time and Historical Templates 217 8. Templ a te Referenc e Average Seconds for Abandoned Calls (ASB). The average seconds of delay time for all calls to the enterprise service that were abandonedin queue during the half-hour interval. Primary Position Manned (PPM). The number of agents for the ...

Page 219 - group were busy for the current half-hour interval.; Calls Abandoned. The number of calls to trunks in the network trunk; group during the current half-hour interval.; Calls Out. The number of outbound calls in progress on the network; trunk group during the current half-hour interval.; Calls In Now. The number of inbound calls in progress on the network

Real-Time and Historical Templates 219 8. Templ a te Referenc e nettrk02_grid_last_half_hour Description This template generates a real-time grid that shows the status of trunksin selected network trunk groups for the current half-hour interval. Database Table Network_Trunk_Group_Real_Time Data All ...

Page 220 - group were busy for the half-hour interval.

220 Template Reference nettrk12_grid_half_hour Description This template generates a historical grid that shows half-hour data on thestatus of trunks in selected network trunk groups. Database Table Network_Trunk_Group_Half_Hour Data All Trunks Busy. The total time that all trunks in the network tru...

Page 223 - Logon duration. The number of seconds that the agent was logged on; for the specified interval of the report.; Logout date and time. ICR central controller date and time when the

Real-Time and Historical Templates 223 8. Templ a te Referenc e peragt03_logout_status_by_agent Description This template generates a historical grid report that shows logon andlogout status on an agent-by-agent basis. Database Table Agent_Logout Data Agent name. The first and last name of the agent...

Page 229 - This is the time that the switch is processing the call.

Real-Time and Historical Templates 229 8. Templ a te Referenc e peragt06_daily_agent_detail Description This template generates a historical grid that shows detailed agent stateand call detail data for peripheral agents. Note: To generate this report, you need to have Agent State Trace enabled forag...

Page 230 - currently in queue or being handled at the peripheral now.; Agents logged on. The number of agents who are logged on at the end

230 Template Reference periph01_peripheral_status_report Description This template generates a real-time grid that shows switch status, calland agent status, and service levels. You can use this template with anyperipheral supported by the ICR. Database Table Peripheral_Real_Time Data Status. The cu...

Page 235 - Agents in busy other. The number of agents who are in the Busy Other; group who are in the Not Ready state.; peripheral skill group who are involved in after-call work.

Real-Time and Historical Templates 235 8. Templ a te Referenc e Agents reserved. The number of agents currently in the reserved state. A reserved agent is awaiting an interflowed call and is unavailableto receive any incoming calls. This state applies to agents onNorthern Telecom Meridian and Aspect...

Page 237 - state during an interval. The Reserved state is a state in which the

Real-Time and Historical Templates 237 8. Templ a te Referenc e perskg04_status_grid_to5 Description This template generates a rolling five-minute grid that shows full-timeequivalent (FTE) values for agents in selected peripheral skill groups.FTE is the number of full-time agents that would be requi...

Page 238 - FTE busy other. The FTE number of agents who are in the Busy Other; the skill group spent in the Busy Other state.

238 Template Reference agent is awaiting an interflowed call and is unavailable to receiveany incoming calls. This state applies to agents on NorthernTelecom Meridian and Aspect CallCenter ACDs only. FTE busy other. The FTE number of agents who are in the Busy Other state (that is, busy in skill gro...

Page 240 - peripheral skill group.

240 Template Reference perskg06_halfhour_aht_grid Description This template generates a historical grid that displays call counts andhandle time data by the half-hour for selected peripheral skill groups.This template also includes a summary row for each day of data, whichprovides daily averages and...

Page 242 - agents in the peripheral skill group.

242 Template Reference perskg07_daily_aht_grid Description This template generates a historical grid that displays call counts andhandle time data on a per-day basis for selected peripheral skill groups.This template also includes a summary row that totals or averages thedata for all skill groups li...

Page 244 - on to the peripheral skill group.

244 Template Reference perskg08_halfhour_perform_grid Description This template generates a historical grid that shows half-hour, full-timeequivalent (FTE) values for agents in selected peripheral skill groups.FTE is the number of full-time agents that would be required during aperiod to perform the...

Page 247 - Schedule Import feature.; Database Table

Real-Time and Historical Templates 247 8. Templ a te Referenc e perskg10_forecast_agents_status_grid Description This template generates a real-time grid that shows the actual agentssigned on versus those forecasted. For the schedule import portion ofthis report (scheduled and required agents), you ...

Page 248 - for the peripheral service.

248 Template Reference persvc01_queue_delay_status Description This template generates a real-time bar graph that shows the currentstatus of call queues for selected peripheral services. Database Table Service_Real_Time Data Average delay in queue. The average delay for calls currently in queue for ...

Page 254 - peripheral service since the end of the last five-minute interval.; Calls abandoned. The number of calls since the end of the last

254 Template Reference persvc07_now_to5_grid Description This template generates a grid that provides call counts, queue status,and service level data in real-time and since the end of the lastfive-minute interval for selected peripheral services. A summary rowtotals the values in each column for al...

Page 255 - Average talk time. The average time that agents for the peripheral

Real-Time and Historical Templates 255 8. Templ a te Referenc e Average talk time. The average time that agents for the peripheral service spent talking on calls since the end of the last five-minuteinterval. Talk time includes time spent in the Talking In, TalkingOut, and Talking Other states. Serv...

Page 256 - queued for longer than the service level threshold.

256 Template Reference persvc08_gate_realtime_status_grid Description This template generates a grid report that provides real-time, half-hour,and daily status information for gates. A gate is the Rockwell Galaxyterm for a service. Database Table Service_Real_Time Data Calls Offered – Real-Time, Hal...

Page 257 - percentage of calls that were routed by the G

Real-Time and Historical Templates 257 8. Templ a te Referenc e Calls Abandoned – Half-Hour and Today (Nca). The number and percentage of calls in which the caller hung up before beingconnected with an agent. Cumulative Service Level – Half-Hour and Today (Csl). The percentage of incoming calls to t...

Page 259 - queue for the peripheral service for the day.

Real-Time and Historical Templates 259 8. Templ a te Referenc e persvc11_calls_analysis_daywise Description This template generates a historical grid that shows daily call totals andservice levels for selected peripheral services. This grid also providesservice summary rows that total or average the...

Page 261 - queue for the peripheral service for the half-hour interval.

Real-Time and Historical Templates 261 8. Templ a te Referenc e persvc12_calls_analysis_half_hour Description This template generates a historical grid that provides half-hour callcounts, time in seconds for ASA, AHT, and average delay in queue, andservice levels for selected peripheral services. Th...

Page 268 - the service during the half-hour interval.; offered to the service during the half-hour interval.; Average Handle Time (AHT). Average handle time for the service for

268 Template Reference persvc18_gate_half_hourly_status_grid Description This template generates a grid report that provides half-hour statusinformation for an peripheral service. In this report, a peripheral serviceis considered to be a gate. A gate is the Rockwell Galaxy term for aservice. Databas...

Page 269 - were logged on during the half-hour interval.

Real-Time and Historical Templates 269 8. Templ a te Referenc e Primary Position Manned (PPM). The number of agents for the service who were logged on to their primary assignment gate duringthe interval (also referred to as the agent’s primary position). Occupancy (OCC). Total time, in seconds, that...

Page 270 - route has spent in the queue.

270 Template Reference routes01_queue_delay_status Description This template generates a real-time bar graph that shows data on thecurrent status of call queues for the selected routes. Database Table Route_Real_Time Data Average delay in queue. The average delay for calls currently in queue for the...

Page 275 - interval that were answered within a specified threshold.

Real-Time and Historical Templates 275 8. Templ a te Referenc e routes06_serv_level_monitor_graph Description This template generates a real-time bar graph that shows service levelsfor the selected routes since the end of the last five-minute interval, forthe current half-hour interval, and since mi...

Page 278 - queue for the route for the day.

278 Template Reference routes11_calls_analysis_daywise Description This template generates a historical grid that provides daily totals onservice levels, queue status, and call counts for selected routes. Asummary row totals or averages the data for individual routes. Database Table Route_Half_Hour ...

Page 279 - Calls abandoned. The number of calls during the day in which the

Real-Time and Historical Templates 279 8. Templ a te Referenc e Calls handled. The number of calls answered and finished for the route during the current five-minute interval. (Also provided as apercentage of the total calls offered to the route during the half-hourinterval.) Calls abandoned. The nu...

Page 280 - queue for the route for the half-hour interval.

280 Template Reference routes12_calls_analysis_half_hour Description This template generates a historical grid that provides half-hour callcounts, time in seconds for ASA, AHT, and average delay in queue, andservice levels for selected routes. This grid also provides a routesummary row that averages...

Page 282 - responses to the routing client during the five-minute interval.; Max delay. The maximum delay, in milliseconds, of route responses to; the routing client during the five-minute interval.

282 Template Reference rtecli11_status_by_five_minutes Description This template generates a historical grid that shows data on routingclient requests and responses during the current five minute interval. Database Table Routing_Client_Five_Minute Data Responses. The number of route responses to the...

Page 283 - This template is used mainly by G; support engineers to test the; Schedule Link option.

Real-Time and Historical Templates 283 8. Templ a te Referenc e schimp01_name_time_numbers This template is used mainly by G EO T EL support engineers to test the data import functions of the Workforce Management Integration System.The exact data that appear in this Monitor ICR report depend on thes...

Page 287 - group were busy during the half-hour interval.

Real-Time and Historical Templates 287 8. Templ a te Referenc e trkgrp11_trunkgroup_performance_grid Description This template generates a historical grid that shows half-hour trunkperformance data for selected trunk groups. Database Table Trunk_Group_Half_Hour Data Trunks idle. The number of trunks...

Page 289 - Glossary; Abandoned call; A G; software module that allows you to test applications within; Active script

289 G lo ssa ry Glossary Abandoned call A call in which the caller hangs up before the call is answered. Calls inwhich the caller hangs up almost immediately do not have to be countedas abandoned. When configuring each peripheral, you can specify theminimum length of an abandoned call. About box A d...

Page 290 - A recorded verbal message played to a caller.

290 Glossary Agent Anyone who can answer incoming phone calls. A peripheral agent is anagent who is associated with a particular peripheral (ACD, PBX) in thecall center enterprise. A peripheral agent can be a member of one ormore skill groups. (Some peripheral types limit each agent to one skillgrou...

Page 291 - software module that allows the ICR to share the Application; Application Gateway; Area code; The average answer wait time for calls to a service or route.

Glossary 291 G lo ssa ry By contrast, a call is not counted as handled until it is finished.Therefore, the number of answered calls and handled calls during aninterval is not necessarily the same, but eventually each answered call iscounted in both categories. Application Bridge Server (ABS) A G EO ...

Page 293 - Call type; CallRouter; Carrier

Glossary 293 G lo ssa ry call. Termination call detail describes how a call was handled at aperipheral. See also Route Details and Termination Call Details. Call type A category of incoming calls. Calls are categorized based on dialednumber (DN), caller-entered digits (CED), and calling line ID (CLI...

Page 295 - You can invoke the control menu for a document window by pressing; A client database access application that is part of the G; Admin

Glossary 295 G lo ssa ry Connection The link between two nodes in a script or between a node and a routingtarget set. Connections show the flow of control between objects in thescript. Within the Script Editor, a connection is represented as a linesegment. Control menu A standard menu that allows yo...

Page 297 - Dialed Number Identification Service (DNIS)TM

Glossary 297 G lo ssa ry actually delete that Agent record; it marks the agent as deleted. Therecord is actually deleted when the dependency is removed. Device Management Protocol (DMP) The session-layer communications protocol used within the IntelligentCallRouter. Different application level proto...

Page 299 - Event Viewer

Glossary 299 G lo ssa ry each location. The ICR implements enterprise-wide call distribution andallows calls to be sent to any network-addressable location within, oroutside of, an enterprise. Entity. See Business entity. Event Management Service (EMS) A software module within the Intelligent CallRo...

Page 301 - •Web View; Grid

Glossary 301 G lo ssa ry G EO T EL •Web View An optional ICR feature that allows you to use a Web browser formonitor-only access to real-time and historical ICR reports and ICRscript monitoring. GMT. See Greenwich Mean Time. Greenwich Mean Time (GMT) The time zone at the meridian at Greenwich, Engla...

Page 303 - Instance; system that implements enterprise-wide call distribution; Interflow; ISDN. See Integrated Services Digital Network.

Glossary 303 G lo ssa ry Instance A single installation of the ICR. An instance consists of severalcomponents (CallRouter, Logger, Peripheral Gateways, AdminWorkstations), some of which might be duplexed. An instance can bededicated to a single customer or, in some environments, shared amongseveral ...

Page 306 - Monitor mode; A network trunk group maps to one or more peripheral trunk groups.; Next Available Agent; Also, a single computer within a network.

306 Glossary Monitor mode A Script Editor mode in which the number of routing requests that passthrough each connection of a script is shown on the screen. You can usethis mode to determine whether a script is behaving as expected. NAA. See Next Available Agent. Name. See Enterprise name. NCP. See N...

Page 307 - Node Manager; proprietary interface between Peripheral Gateways (PGs); Percent utilization

Glossary 307 G lo ssa ry Node Manager A process that runs on each physical node (computer) in the ICR systemand manages other ICR processes on that system. The Node Manager isresponsible for initializing nodes and for restarting failed processes. TheNode Manager is guided by a configuration file tha...

Page 308 - Peripheral; proprietary interface between a peripheral and the; Peripheral service

308 Glossary Peripheral A switch, such as an ACD, PBX, or VRU, that receives calls that havebeen routed by the ICR. Peripheral Gateway (PG) The computer and process within the ICR system that communicatesdirectly with the ACD, PBX, or VRU at the call center. The PeripheralGateway reads status inform...

Page 309 - The; routing concept that allows the ICR to make secondary; routing concept that enables the ICR to execute routing; Prefix

Glossary 309 G lo ssa ry PIM. See Peripheral Interface Manager. Post-query label A routing label that causes the routing client to re-enter its call routingplan at a specific point. Post-Routing  The G EO T EL routing concept that allows the ICR to make secondary routing decisions after a call has ...

Page 311 - . You must not modify the contents of a reserved

Glossary 311 G lo ssa ry Redundant Array of Inexpensive Disks (RAID) A storage device that provides fault-tolerance through redundantphysical disks. A RAID system is an alternative to mirrored disks. Region A collection of prefixes for incoming telephone calls. If the leadingdigits of a calling line...

Page 314 - Service level threshold

314 Glossary service level calculations for a time period, the ICR considers only callsthat had a service level event during that period. This ensures that eachcall is counted only once and during the appropriate time period. Service level threshold The number of seconds you set as the maximum time ...

Page 315 - The Microsoft

Glossary 315 G lo ssa ry SQL. See Structured Query Language. SQL Server The Microsoft ® relational database product used for the ICR’s local and central databases. Status bar The set of fields that appear, by default, at the bottom of an application’smain window. Structured Query Language (SQL) A st...

Page 317 - A named object that can hold a value.

Glossary 317 G lo ssa ry Variable A named object that can hold a value. Virtual call center An approach to enterprise-wide call center management that treatsseveral geographically dispersed call centers as if they were a single callcenter. The virtual call center expands skills-based routing from th...

Page 318 - Zoom; To shrink or enlarge the appearance of objects on the screen.

318 Glossary Names and versions of scripts that are currently open. Mode of each open script. State, size, and position of each script window or icon. Current use of grids. State of the object palette, toolbar, and status bar. The next time you start the Script Editor, it restores the saved state. W...

Page 319 - Index; —Symbols—; —Numbers—

319 Index Index —Symbols— .CMB files extensions, 86 .CSV. See Comma-separated values data format —Numbers— 1, 2, 3... option, 93800 number(s) ICR routing of, 20 —A— Abandoned calls enterprise service, 198, 199, 202, 205, 208, 210, 213, 214, 216,268 peripheral service, 268peripheral service, 250, 251...

Cisco ICM Software Version 4.5 - Manual

Table of Contents:

Summary

Other Cisco Models