Aeonix Contact Center

Transcription

1 Aeonix Contact Center Visor User Guide Version 3.0 Document Edition 3.1

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3 The information contained in this document is proprietary and is subject to all relevant copyright, patent and other laws protecting intellectual property, as well as any specific agreement protecting TADIRAN TELECOM (TTL) L.P. s (herein referred to as the Manufacturer ) rights in the aforesaid information. Neither this document nor the information contained herein may be published, reproduced or disclosed to third parties, in whole or in part, without the express, prior, written permission of the Manufacturer. In addition, any use of this document or the information contained herein for any purposes other than those for which it was disclosed is strictly forbidden. The Manufacturer reserves the right, without prior notice or liability, to make changes in equipment design or specifications. Information supplied by the Manufacturer is believed to be accurate and reliable. However, no responsibility is assumed by the Manufacturer for the use thereof nor for the rights of third parties which may be affected in any way by the use thereof. Any representation(s) in this document concerning performance of the Manufacturer s product(s) are for informational purposes only and are not warranties of future performance, either express or implied. The Manufacturer s standard limited warranty, stated in its sales contract or order confirmation form, is the only warranty offered by the Manufacturer in relation thereto. This document may contain flaws, omissions or typesetting errors; no warranty is granted nor liability assumed in relation thereto unless specifically undertaken in the Manufacturer s sales contract or order confirmation. Information contained herein is periodically updated and changes will be incorporated into subsequent editions. If you have encountered an error, please notify the Manufacturer. All specifications are subject to change without prior notice. Copyright by TADIRAN TELECOM (TTL) L.P., All rights reserved worldwide. A ll trademarks contained herein are the property of their respective holders.

4 Disclaimer The illustrations and other views, telephone displays or screen captures appearing in this manual are examples used to explain more clearly how the features and controls are used. Therefore, what appears on the display or screen capture in the illustrations may differ from what appears on the actual equipment, and some of the illustrations may represent something impossible in actual operation. The functions that can be used and the information that can be displayed will differ depending on the telephony state and external equipment being connected. The names of companies, products, people, characters, and/or data mentioned herein are fictitious and are in no way intended to represent any real individual, company, product, or event, unless otherwise noted.

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6 Record of Changes Edition Issue Date rief Description No. 3.1 Jan Version 3.0 Edition 3.1, added Call Duration column to Outbound Calls report graphic 3.0 Jun Version 3.0, formatted for lare. Removed ACC Lite. 2.0 Dec Version 2.40, Send reports by 1.1 May Version 1, Minor changes 1.0 eb Version 1, Tadiran look & feel

7 Table of Contents PREACE... 1 AOUT THIS GUIDE... 1 DOCUMENTATION... 1 TYPOGRAPHICAL CONVENTIONS... 2 CHAPTER 1 AEONIX CONTACT CENTER OVERVIEW... 3 RIE OVERVIEW O THE AEONIX CONTACT CENTER VISOR APPLICATIONS... 5 INVOKING AEONIX CONTACT CENTER APPLICATIONS... 6 CHAPTER 2 THE REAL-TIME MONITORING... 7 OVERVIEW O THE REAL-TIME MONITORING APPLICATION... 7 USING THE REAL-TIME MONITORING APPLICATION... 9 The Real-Time Monitoring Application Menu ar... 9 The Real-Time Monitoring Agent Management Using the Real-Time Monitoring Application AVAILALE REPORT TYPES IN THE REAL-TIME MONITORING APPLICATION Daily rief Group Report Daily rief Group Report Daily Detailed Group Report Daily Detailed Group Report Daily Detailed Super Group Report Group Hourly Report Agents Needing Help Agents Distribution Graph rief Agents Report rief DNIS Report rief DNIS Report rief Group Report rief Group Report rief IVR Application Report rief Mailbox Report Call Distribution Graph Detailed Group Report Detailed Group Report Detailed IVR Application Report Detailed Super Group Report Contacts Distribution Graph Group Overflow/Interflow Report Group Queue Contacts Group STI Graphical Agents Report Group Agents Report (1) Group Agents Report (2) Group OACD STI... 82

8 Group Overflow/Interflow Report Group Queued Calls Group Queued OACD Calls Group STI IVR Applications ACD Distribution Graph IVR Applications Active ACD Graph IVR Applications Active OACD Graph IVR Applications OACD Distribution Graph IVR Group IVR Ports Report IVR Ports Distribution Graph IVR Ports Report Staffing Graph Staffing Percent Graph Staffing Percent Report Staffing Report Trunk Group Report (1) Trunk Group Report (2) Trunk Group Trunks Report (2) Trunk Group Trunks Report (3) CHAPTER 3 THE HISTORICAL REPORTS USING THE HISTORICAL REPORTS APPLICATION The Historical Reports Application Menu ar Using the Historical Reports Application AVAILALE REPORT TYPES IN THE HISTORICAL REPORTS APPLICATION actory Templates List Categories List AVAILALE DATA POINTS IN THE HISTORICAL REPORTS Agent Reports Data Columns Agent DNIS Reports Data Columns DNIS Reports Data Columns Reports Group ANI Domain Columns Group DNIS Reports Data Columns Group Reports Data Columns IVR Application Reports Data Columns IVR Ports Group Reports Data Columns Super Group Reports Data Columns Wrap-Up Reports Data Columns Trunk Group Reports Data Columns Release Codes Reports Data Columns

9 Table of igures IGURE 1-1: THE AEONIX CONTACT CENTER VISOR PROGRAM GROUP... 6 IGURE 1-2: THE AEONIX CONTACT CENTER VISOR LOGIN DIALOG OX... 6 IGURE 2-1: THE GRAPHIC TOOLAR O GRAPHICAL REPORTS IGURE 2-2: THE LOGIN MANAGER AGENTS LOGIN STATUS VIEW IGURE 2-3: THE LOGIN MANAGER GROUPS LOGIN STATUS VIEW IGURE 2-4: THE NEW REPORT DIALOG OX IGURE 2-5: THE NEW ENTITY DIALOG OX IGURE 2-6: THE OPEN REPORT DIALOG OX IGURE 2-7: THE CHANGE ENTITY DIALOG OX IGURE 2-8: THE ADD ENTITY DIALOG OX IGURE 2-9: THE REMOVE ENTITY DIALOG OX IGURE 2-10: THE REORDER DIALOG OX IGURE 2-11: THE ADD / REMOVE COLUMNS DIALOG OX IGURE 2-12: THE HOURLY INTERVAL TIME DIALOG OX IGURE 2-13: THE DAILY RIE GROUP REPORT IGURE 2-14: THE DAILY RIE GROUP REPORT IGURE 2-15: THE DAILY DETAILED GROUP REPORT IGURE 2-16: THE DAILY DETAILED GROUP REPORT IGURE 2-17: THE DAILY DETAILED SUPER GROUP REPORT IGURE 2-18: THE GROUP HOURLY REPORT IGURE 2-19: THE AGENTS NEEDING HELP REPORT IGURE 2-20: THE AGENTS DISTRIUTION GRAPH REPORT IGURE 2-21: THE RIE AGENTS REPORT IGURE 2-22: THE RIE DNIS REPORT IGURE 2-23: THE RIE DNIS REPORT IGURE 2-24: THE RIE GROUP REPORT IGURE 2-25: THE RIE GROUP REPORT IGURE 2-26: THE RIE IVR APPLICATION REPORT IGURE 2-27: THE RIE MAILOX REPORT IGURE 2-28: THE CALL DISTRIUTION GRAPH IGURE 2-29: THE DETAILED GROUP REPORT IGURE 2-30: THE DETAILED GROUP REPORT IGURE 2-31: THE DETAILED IVR APPLICATION REPORT IGURE 2-32: THE DETAILED SUPER GROUP REPORT IGURE 2-33: THE CONTACTS DISTRIUTION GRAPH IGURE 2-34: GROUP OVERLOW\INTERLOW REPORT IGURE 2-35: THE GROUP QUEUE CONTACTS IGURE 2-36: THE GROUP STI IGURE 2-37: THE GRAPHICAL AGENTS REPORT IGURE 2-38: THE GROUP AGENTS REPORT (1) IGURE 2-39: THE GROUP AGENTS REPORT (2) IGURE 2-40: THE GROUP OACD STI IGURE 2-41: THE GROUP OVERLOW\INTERLOW REPORT IGURE 2-42: THE GROUP QUEUED CALLS IGURE 2-43: THE GROUP QUEUED OACD CALLS IGURE 2-44: THE GROUP STI IGURE 2-45: THE IVR APPLICATIONS ACD DISTRIUTION GRAPH IGURE 2-46: THE IVR APPLICATIONS ACTIVE ACD GRAPH IGURE 2-47: THE IVR APPLICATIONS ACTIVE OACD GRAPH IGURE 2-48: THE IVR APPLICATIONS OACD DISTRIUTION GRAPH IGURE 2-49: THE IVR GROUP IVR PORTS REPORT IGURE 2-50 IVR PORTS DISTRIUTION GRAPH IGURE 2-51: IVR PORTS REPORT... 94

10 IGURE 2-52: STAING GRAPH IGURE 2-53: STAING PERCENT GRAPH IGURE 2-54: STAING PERCENT REPORT IGURE 2-55: STAING REPORT IGURE 2-56: TRUNK GROUP REPORT (1) IGURE 2-57: TRUNK GROUP REPORT (2) IGURE 2-58: TRUNK GROUP TRUNKS REPORT (2) IGURE 2-59: TRUNK GROUP TRUNKS REPORT (3) IGURE 3-1: THE NEW CATEGORY DIALOG OX IGURE 3-2: THE OPEN TEMPLATE DIALOG OX IGURE 3-3: THE REPORT EXPORT DIALOG OX IGURE 3-4: THE CHOOSE EXPORT ILE NAME DIALOG OX IGURE 3-5: THE SCHEDULE REPORTS DIALOG OX - SCHEDULE TA IGURE 3-6: THE SCHEDULE REPORTS DIALOG OX - DESTINATION TA PRINTER IGURE 3-7: THE SCHEDULE REPORTS DIALOG OX - DESTINATION TA ILE IGURE 3-8: THE SCHEDULE LIST DIALOG OX IGURE 3-9: THE ILTER DIALOG OX IGURE 3-10: THE SORT DIALOG OX IGURE 3-11: THE USER DEINED ORMULA DIALOG OX IGURE 3-12: THE SPECIY ORMULA DIALOG OX IGURE 3-13: THE OUR TEMPLATE AREAS IGURE 3-14: A SAMPLE PARAMETERS DIALOG OX IGURE 3-15: THE DATE DIALOG OX IGURE 3-16: THE DATE RANGES DATE RANGES MODE DIALOG OX IGURE 3-17: THE DATE RANGES SPECIIC DAYS MODE DIALOG OX IGURE 3-18: A SAMPLE PARAMETERS DIALOG OX IGURE 3-19: THE TIME DIALOG OX IGURE 3-20: THE TIME ADVANCED RANGES DIALOG OX

11 Preface About This Guide This guide describes how to use the Aeonix Contact Center Visor applications; the Real Time monitoring and the Historical Reports. It is intended for contact center supervisors. Note: or hands-on information on the Aeonix Contact Center Visor applications, please refer to the On-Line help. or a description of many of the Aeonix Contact Center concepts and terms used in this document, refer to the Glossary. Documentation The following documents are available for the Aeonix Contact Center system: Context Sensitive On Line Help Aeonix Contact Center Administrator User Guide Aeonix Contact Center Visor User Manual This Guide Aeonix Contact Center Agent User Manual Aeonix Contact Center Product Description Aeonix Contact Center Hardware and Software Guidelines Aeonix Contact Center Installation and Getting Started Guide Aeonix Contact Center Cradle to Grave Users Guide Integration with CRM Applications - Reference Guide Aeonix Contact Center Visor User Guide 1

12 Typographical Conventions Various typographical conventions are used throughout this guide to help you follow the text. The followings formats identify specific information: A ria l o n t Italic ont Note: <Text enclosed by angle brackets and in A ria l fo n t> Words that appears in this font are actual words that appear in the windows and dialog boxes of the software applications Apart from the name of the product itself and the application names, words that appears in italic indicate cross-reference to other sections or figures within this guide Important notes are preceded by the word Note: presented in bold typeface, with lines above and below. Text enclosed by angle brackets and in Arial font indicate the name of a key on the keyboard or mouse buttons (the <Enter> key) Aeonix Contact Center Visor User Guide 2

13 Chapter 1 Aeonix Contact Center Overview The Aeonix Contact Center is a comprehensive contacts routing and management system designed to control and monitor the interaction, distribution, and handling activities of a Contact Center. The Aeonix Contact Center modular architecture allows users to change the functionality and structure of their Contact Center easily and smoothly. Its scalability enables an organization to grow without the need for massive investments. The Aeonix Contact Center encompasses the elements needed to ensure a superior service for both the Contact Center and its customers. The Aeonix Contact Center Supervisor applications monitor Contact Center activities, generate reports that summarize the past performance of the system over a given time period, and provide statistical analysis of the Contact Center behavior within a specified period. In addition, the supervisor can control and adjust the Contact Center staffing and behavior to address changing conditions. The Aeonix Contact Center Supervisor applications enable the Contact Center manager to design a routing plan and accurately assess Contact Center activity trends. ased on this information, management can provide the most efficient personnel allocation plan to meet the call center requirements by modifying routing according to their needs. The main features of the Aeonix Contact Center Routing module include: 1. Enhanced Routing methods that use Intelligent Routing Numbers (IRN) as entry points to the routing system. At different times of the day, an IRN may be assigned different destinations, for example, a service, Call Control Script, or external dialed number. Aeonix Contact Center offers the call center administrator several call routing methods from which to choose, including route by ANI, best skill fit, priority and more. 2. Multi Media Universal queuing. Universal queuing enables call center managers to easily prioritize customers and incoming contacts regardless of the media used for the contact. The same set of business and routing rules can be applied to Voice calls, Chat calls and s knocking on the contact center doors. 3. Call Control Scripts (CCS) application that, teamed with the IVR, collects information on a caller (for example, what service is required), and provides information to the caller using recorded voice files. A Call Control Script defines a number of actions that can be applied to a call. When a call enters the IRN, it can be sent to a Call Control Script. 4. Dynamic updating of a call profile during call processing. Each call that enters the call center via an IRN is assigned a call profile. A call profile is a list of fields associated with the call, whose number and content change dynamically as the call is routed through the system. The information in the call profile is used to route the call to the service or agent best suited to handle it, and collect information on the caller. The Aeonix Contact Center Aeonix Contact Center Visor User Guide 3

14 defines up to 500 custom call profile fields, all of which can be defined and assigned dynamically to the call through Call Control Scripts actions and/or the IRN that first receives the call. The Aeonix Contact Center Visor within the Aeonix Contact Center includes the following applications: Aeonix Contact Center Real-Time Reports, which provides: An extensive range of pre-defined templates that enable supervisors to define a wide selection of reports in order to obtain statistical and graphical information concerning contact center activities. Real-time, daily summary and hourly reports can be displayed. Dynamically control and assign agents to different groups for load balancing purposes. Supervisors can save their own workspace after shaping it the way it addresses their specific information needs. Customized reports based on predefined templates. The ability to create custom reports without programming. Supervisors can easily adjust and design the report template to suit their needs. The ability to create reports that are private for a specific supervisor, or global for all supervisors. Aeonix Contact Center Historical Reports, which provides: A statistical analysis of system performance. Generated reports that summarize past call center activities to help detect and solve problems, thus improving system efficiency. Data is displayed in tabular or graphical format. Customized reports based on predefined templates. No need for any SQL knowledge. The ability to create custom reports without programming. Supervisors can easily adjust and design the report template to suit their needs with a simple drag and drop actions. The ability to schedule the generation of reports during non-working hours, thus saving the waiting time for reports. Reports can be sent to printers or can be saved as files in various formats. The ability to sort and filter reports according to specified criteria. The ability to export any generated report to a wide range of file formats (such as Microsoft Excel or plain text). The ability to create reports that are private for a specific supervisor, or global for all supervisors. Aeonix Contact Center Visor User Guide 4

15 rief Overview of the Aeonix Contact Center Visor Applications The Aeonix Contact Center Visor suite of applications is designed to monitor ACD activities, generate reports that summarize the past performance of the system over a given time period, and provide statistical analysis of the Contact Center within a specified period. The Aeonix Contact Center Visor suite of applications includes the followings applications: Aeonix Contact Center Visor Real - Time Monitoring The Real-Time Monitoring application allows users to obtain On-Line statistical and graphical reports concerning different Contact Center activities. The reports are displayed in tables, forms or graphical formats. They provide a clear picture of what is actually going on in the Contact Center. It enables supervisor to react to dynamic changes by moving agents between groups and gives the supervisor the power to change the working mode of an agent to release or resume modes. Aeonix Contact Center Visor - Historical Reports The Historical Reports application enables users to generate historical statistical reports for evaluating past activities and planning future actions. The application contains a variety of predefined report templates that may be generated. In addition, it enables free creation of reports based on an opened report generator using simple drag and drop operations. A useful advanced feature of the Historical Reports is the ability to schedule reports to be generated in predefined times and formats to be used by managers or by external packages such as Work force Management systems. The Aeonix Contact Center Administration suite enables authorized supervisors to define the parameters of different system entities (e.g. Agents, Agent Groups, and Trunk Groups) and modify their attributes. The Aeonix Contact Center Administration suite includes the following applications: The Aeonix Contact Center - Administration The Aeonix Contact Center Administration enables authorized managers and supervisors to define various parameters of the system: Configuring these parameters is generally performed once: when the system is set up. However, certain parameters may also be updated during the course of work using the Administration application. The Aeonix Contact Center - Reader oard Administration The Reader oard Administration enables the supervisor to construct and control the messages that are to be displayed on Reader boards and agent boards. Messages may contain free text and statistical parameters and can be projected on different Aeonix Contact Center Visor User Guide 5

16 Reader boards. ree sequences may be defined as a scenario and pop-up messages can be sent automatically. The Aeonix Contact Center CCS/GCCS Administration Note: or a detailed explanation of the Administration application please refer to the Aeonix Contact Center Administrator s Guide. Multiple Aeonix Contact Center Visor workstations may be activated allowing a number of supervisors and managers to work simultaneously. Invoking Aeonix Contact Center Applications rom the Programs Manager, open the Aeonix Contact Center or Visor program group and double click the required application icon. igure 1-1: The Aeonix Contact Center Visor Program Group If it is the first Aeonix Contact Center application launched on this computer, a login dialog box will prompt the user for a user name and password. If the user is authorized, the application will be opened. igure 1-2: The Aeonix Contact Center Visor Login Dialog ox Notes: At least one supervisor with administrator authorization is defined in every system. The default user name is EA and the default password is E1996. The user name and password are not case-sensitive. Aeonix Contact Center Visor User Guide 6

17 Chapter 2 The Real-Time Monitoring Overview of the Real-Time Monitoring Application The Real-Time Monitoring application provides the supervisor statistical information about the current status in the contact center. In addition, it provides real time management tools to supervisor that enables the supervisor to react to changes situations in the contact center. The main capabilities of the Real-Time Monitoring application are: 1. Presents the real time statistical data of the contact center in a various types of real time reports. 2. Allows the supervisor to manage agents (log them in and out, put the agent in release mode, resume agents to normal mode). 3. y default the real time monitors are updated once a second. In order to eliminate network impacts and allow remote supervising over the WAN or Internet, the Real-Time Monitoring application uses a sophisticated refresh rate algorithm designed to monitor the transfer abilities of the network and update the refresh rate accordingly. 4. Each supervisor can use private reports as well as public domain reports (saved as public by any supervisor). The ability to save public report templates requires a special authorization. 5. Supervisors may personalize their own workspace, including any of the various reports, according to their authorization regarding the entities. This default workspace will be activated when the Real-Time Monitoring is activated. 6. Customized reports based on predefined templates. 7. The ability to create custom reports without programming. Supervisors can easily adjust and design the report template to suit their needs. 8. The Real-Time Monitoring displays information in three different reports formats Tabular Each column represents different statistical data. In this type of reports, the supervisor can change the order and width of the columns. The supervisor can also add / remove columns to / from the report. Tabular reports usually display information on many entities. orms Many data items are arranged in groups on the report. orm shaped reports usually display information on a single entity. (Data may not be added or removed from these reports.) Graphic reports Statistical information is displayed in a graphical format. The user can change the graph type (such as, pie chart and bar chart). The user can change the colors of the entities displayed. Graphical reports shows information on a single entity or on more than one entity. Aeonix Contact Center Visor User Guide 7

18 There are three types of reports available in the Real-Time Monitoring application: 1. Real Time Reports The following three types of data are available: Real Time information Real time information about what is currently happening in the contact center. (This may include the number of calls in the queue, the average and maximum waiting time for currently queued calls, etc.). Statistical data about the current interval - each group is assigned an Interval Time. The real time statistic is calculated over this interval. (This interval may also be called Slide Time Interval. ) The data is continually updated so that the latest information for the current time interval is always displayed. or example, if the time interval is defined as one hour and the time is currently 10:30, the data presented will be for the time period 9:30-10:30. At 9:35, for example, the data presented will be for the time period 8:35-9:35. Statistical data about the previous interval - Statistical information that was calculated during the real time interval previous to the current interval. or example, at 10.35, the previous interval would be the time period between 8:35 to 9: Daily Summery Reports The following two types of data are available: Real Time information - What is currently happening in the call center. (This may include, for example, the number of calls in the queue, the average and maximum waiting time for currently queued calls.) Statistical data since midnight - The real time statistic collected during the current day starting at midnight. The data is continually updated so that the latest information for today is always displayed. or example, at 10:30, the data presented summarizes the information since last midnight until the current time. 3. Hourly Reports - Hourly reports do not accumulate statistics in real time, but display reports based on hourly intervals (i.e., the number of times, within a twenty-four hour period, that a supervisor s hourly reports are updated). An hourly report is a tabular report in which each line displays the data for a specific hourly interval. The last line of the report displays the totals. Each time an hourly interval is completed, a new line is added to the report. All hourly reports are restarted at midnight. Aeonix Contact Center Visor User Guide 8

19 Using the Real-Time Monitoring Application The Real-Time Monitoring Application Menu ar The Real-Time Monitoring menu bar contains the following menus: The Main Menu ile Contents Tools Windows Help This menu is used to create new report windows, open or close report windows, save report windows, save workspaces, and exit Real-Time Monitoring. It is also used for terminating all the open applications This menu is only available once a real time report is opened on the screen. It is used to add, remove, change, or reorder information in the current real time window. This menu is used to set the refresh rate time interval and the hourly report time interval. This menu is only available once a real time report is opened on the screen. It is used to arrange the Real-Time Monitoring window and switch between windows that are currently open. This menu is used to obtain context-sensitive on-line help on windows and operations. Aeonix Contact Center Visor User Guide 9

20 The ile Menu The ile menu provides the following options. Where available, the corresponding toolbar speed button is also displayed. Speedutton Option Description New Opens a new real time template. Open Close Save Save As Workspace Opens an existing real time report. Closes the currently active real time report window. Saves the real time report in the currently active window under its current name. Saves the real time report in the currently active window with a new name. The Real-Time Monitoring application s workspace defines the place and order of the reports. Every supervisor in the system has a personal workspace. Save as default Restore Saves the current workspace area as the default. Restores the default workspace layout. Logout Exit Exit the Real-Time Monitoring application and all other currently used Aeonix Contact Center Visor applications. Exit the Real-Time Monitoring application. Aeonix Contact Center Visor User Guide 10

21 The Contents Menu The Contents menu provides the following options. Where available, the corresponding toolbar speed button is also displayed. Add Remove Change Reorder Add an entry to a report. This button applies to multiple entity templates, such as rief Group Status, Queued Calls, Daily Summary rief Group Status, Trunk Group Status. Remove an entity from a report. This button applies to the multiple entities template, such as rief Group Status, Queued Calls, Daily Summary rief Group Status, Trunk Group Status. Change the current entity in the report. This action only applies to single entity templates, such as Detailed Group Status, Trunk Group Trunks Status. Choose a sort key for entries in the current report. This only applies to tables. This entry applies to multiple entities templates. Aeonix Contact Center Visor User Guide 11

22 The Tools Menu Hourly Interval Refresh Rate Set the hourly interval. The hourly interval is per supervisor and is a product of the Historical Reports interval. After every Hourly interval the Real-Time Monitoring application refreshes the hourly reports. The refresh rate defines how often the Real-Time Monitoring application requests an update from the server. y default the refresh rate is one second. Automode In this mode of operation the Real-Time Monitoring application senses the network throughput and changes the refresh rate accordingly. Manual mode In this mode of operation, the user can set any refresh rate for the Real-Time Monitoring application. However, if the network throughput is low, the Real- Time Monitoring application may not be able to receive the information at a quick rate, resulting in a higher refresh rate. The Graphical Reports Toolbar The Graphic Toolbar is displayed at the top of each graphical report window. igure 2-1: The Graphic Toolbar of Graphical Reports Note: Not all the tools in the toolbar are applicable for all the graphical reports. Those that are not available will be grayed out. The speed buttons in the toolbar enable the supervisor to change the way the graphical report is displayed: utton Option Description Palette selector Enable the user to change it color scheme based of few pre defined palettes. Points labels Show or Hide the labels for the points of the graph. Legend ox Show or Hide the legend Aeonix Contact Center Visor User Guide 12

23 The Real-Time Monitoring Agent Management The Login Manager The login manager enables the supervisor to change the group assignment of agents currently working in the Contact Center. The Login Manager has two optional views: Agent login status and Group Login Status. In the Agent login status, the supervisor selects an agent and can view its current group s assignment. The supervisor can then add more groups to the agent or remove groups from the agent. In the Group Login Status, the supervisor selects a group and can view the agents who currently login to this group. The supervisor can then add agents to this group or remove agents from this group. To open the Login Status window Click the icon on the toolbar, - Or - In a report that is based on Group Agents Report or rief Agent Report templates, right click the mouse. In the pop-up menu, select the Login Manager option. igure 2-2: The Login Manager Agents Login Status View Aeonix Contact Center Visor User Guide 13

24 The Login Status Agents Login Status window comprises: Agents List all agents that are currently logged in to the system. Name The name of the agent Logged-in Groups Available Groups Quick search Number The ID number of the agent List the groups that the selected agent is currently logged into. List the groups that the agent is currently not logged into. Searches for a specific agent or group. igure 2-3: The Login Manager Groups Login Status View The Login Status Groups Login Status window comprises: Groups Logged-in Agents Available Agents Quick search List all agents currently logged in to the system. List the agents currently logged in to the selected group. List the agents currently not logged in to the selected group. Searches for a specific agent or group. Aeonix Contact Center Visor User Guide 14

25 Using the Real-Time Monitoring Application Creating New Reports 1. Select the New option in the ile menu, or use the toolbar icon. The New dialog box appears. igure 2-4: The New Report dialog box 2. Select the report type from the Report Type drop-down list. 3. Select the template from the Template Name list and click O K. The New Entity dialog box appears (depending on the selected template). Aeonix Contact Center Visor User Guide 15

26 igure 2-5: The New Entity dialog box 4. The entity list can be sorted by name or by number just by clicking the title. The first click will sort it ascending the next click will sort it descending. A quick search can be used by just click the entity name. 5. Select the required new entity and click O K. The selected Report window appears. The new window is named Untitled along with the entity name, entity ID number and the name of the template the report is based on. or example, the window may be named Untitled, [Group: Project1, 3421]<Detailed Group Report>. Any current activity in the ACD is immediately reflected in the report. Aeonix Contact Center Visor User Guide 16

27 Opening Pre-Defined Real-Time Reports 1. Select Open from the ile menu, or use the toolbar icon. The Open dialog box appears. igure 2-6: The Open Report dialog box 2. Click the Public or Private check boxes (or both) to display the desired reports. 3. Select the report type from the Report Type drop-down list to display the desired reports list. 4. Select the report to open and click O K. Saving Real-Time Reports A report can be saved in two lists: the public reports list and the private report list. All authorized supervisors can view public reports, but only the supervisor who created them can view private reports. 1. To save a report with its current properties, select the Save option from the ile menu, or use the toolbar icon. If the current report has not yet been saved the Save As dialog box will open. 2. To save a report under different name, or to save a private report as public (or vice versa), select the Save As option from the ile menu, or use the toolbar icon. The Save As dialog box will open. Aeonix Contact Center Visor User Guide 17

28 Changing the Entity in the Current Window This action applies only to reports related to one entity. or a detailed list see Available Report Types in the Real-Time Monitoring Application 1. Select the Change option from the Contents menu, or use the toolbar icon. The Change Entity dialog box appears, showing the list of entities not yet included in the report. igure 2-7: The Change Entity dialog box 2. The entity list can be sorted by name or by number just by clicking the title. The first click will sort it ascending the next click will sort it descending. A quick search can be used by just click the entity name. 3. Select the entity to be monitored in the current Real-Time Report. 4. Click O K. Aeonix Contact Center Visor User Guide 18

29 Adding Entities to Reports This action applies only to reports which allow you to see more than one entity at a time. or a detailed list see Available Report Types in the Real-Time Monitoring Application 1. Select Add from the Contents menu, or use the toolbar icons. The Add Entity dialog box appears with the list of entities that are not already in the report. igure 2-8: The Add Entity dialog box 2. The entity list can be sorted by name or by number just by clicking the title. The first click will sort it ascending the next click will sort it descending. A quick search can be used by just click the entity name. 3. Select the entity to be added to the current real-time report. 4. Click O K. Aeonix Contact Center Visor User Guide 19

30 Removing Entities from Reports This action applies only to reports which allow you to see more than one entity at a time. or a detailed list see Available Report Types in the Real-Time Monitoring Application 1. Select Remove from the Contents menu, or use the toolbar icon. The Remove Entity dialog box appears with the list of entities that are in the report. igure 2-9: The Remove Entity dialog box 2. The entity list can be sorted by name or by number just by clicking the title. The first click will sort it ascending the next click will sort it descending. A quick search can be used by just click the entity name. 3. Select the entity to be removed from the current real-time report. 4. Click O K. Aeonix Contact Center Visor User Guide 20

31 Reordering the Current Report Tabular reports can be customized by changing the order of the entities. Entities may be sorted by name, by number or by extension number. Note: The y Extension check box does not appear for trunk and group reports. 1. Select Reorder from the Contents menu, or use the toolbar icon. The Reorder dialog box appears. 2. Select the desired sort criteria. igure 2-10: The Reorder dialog box 3. Click O K and the report entries will be reordered according to your selection. Changing Column Order in Tabular Reports 1. Click the header of the column that should be moved. 2. Drag it to its new location and drop. The column will be moved to its new location. Aeonix Contact Center Visor User Guide 21

32 Adding / Removing Columns in Tabular Reports 1. Use the toolbar icon. The Add / Remove Columns dialog box appears. igure 2-11: The Add / Remove Columns dialog box 2. Select the required columns in the Available Columns list and click the Add button to add them to report. Or Select the required columns in the Visible Columns list and click the Remove button to remove them from report. Note: The order of the columns in the report cannot be changed in this dialog box. In order to change the column order, refer to Changing Column Order in Tabular Reports. 3. Click O K. Aeonix Contact Center Visor User Guide 22

33 Setting the Hourly Interval The hourly interval is per supervisor and is a product of the Historical Reports interval. The Real Time Monitoring application refreshes the hourly reports during every hourly interval. 1. Select Hourly Interval from the Tools menu. The Hourly Interval Time dialog box appears. igure 2-12: The Hourly Interval Time dialog box 2. Use the Up / Down arrows to increase/decrease the hourly interval. Every click will increase or decrease the hourly interval by the Historical Reports interval. 3. Click O K. Changing the Refresh Rate The refresh rate defines how often the Real Time Monitoring application requests an update from the server. y default the refresh rate is one second. Aeonix Contact Center Visor User Guide 23

34 Available Report Types in the Real-Time Monitoring Application Type Add/ Remove Change Reorder Daily rief Group Report Daily Daily rief Group Report Daily Daily Detailed Group Report Daily Daily Detailed Group Report Daily Daily Detailed Super Group Report Daily Group Hourly Report Hourly Agents Needing Help RT Agents Distribution Graph RT rief Agents Report RT rief DNIS Report RT rief DNIS Report RT rief Group Report RT rief Group Status RT rief IVR Applications Report RT rief Mailbox Report RT Calls Distribution Graph RT Detailed Group Report RT Detailed Group Report RT Detailed IVR Application Report RT Aeonix Contact Center Visor User Guide 24

35 Type Add/ Remove Change Reorder Detailed Super Group Report RT Contacts Distribution Graph RT Group Overflow\\Interflow RT Report Group Queue Contacts RT Group STI RT Graphical Agents Report RT Group Agents Report (1) RT Group Agents Report (2) RT Group OACD STI RT Group Overflow\Interflow Report RT Group Queued Calls RT Group Queued OACD Calls RT Group STI RT IVR Applications ACD Distribution Graph RT IVR Applications Active ACD RT Graph IVR Applications Active OACD Graph RT IVR Applications OACD RT Distribution Graph IVR Group IVR Ports Report RT IVR Ports Distribution Graph RT IVR ports Report RT Aeonix Contact Center Visor User Guide 25

36 Type Add/ Remove Change Reorder Staffing Graph Staffing Percent Graph Staffing Percent Report Staffing Report Trunk Group Report (1) Trunk Group Report (2) Trunk Group Trunks Report (2) Trunk Group Trunks Report(3) RT RT RT RT RT RT RT RT Aeonix Contact Center Visor User Guide 26

37 Daily rief Group Report The Daily rief Group Report tabular report is designed to show daily brief information on the performance of one or more groups. Current status of the group is displayed along with cumulative and statistical information. igure 2-13: The Daily rief Group Report The Available Columns for This Report: Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. Group Name Group No. Above T.ASA Current Number of contacts above TASA. Calls In Q Max in Q No. Agns No. Release No. Idle No. ACD Calls ACD Current Number of contacts in queue. Current Longest Wait Time of contacts in the queue (sec). Current number of logged in agents Current number of agents on Release Current number of agents on Idle. Current number of agents on ACD contact. Daily number of ACD answered contacts. Aeonix Contact Center Visor User Guide 27

38 TS Calls Intfl Daily-calculated factor. The Target Service actor, known also as LOS, measures how well the agents in this group handle mail contacts. There are three options to calculate the TS. The first option it to divide the number of mail contact answered within TASA seconds by the number of answered mail contacts. The second option is to divide the number of mail contacts answered within TASA seconds by the sum of the number of answered mail contacts and the number of mail contacts that were abandoned after TASA seconds. The third option is to divide the number of mail contacts answered within TASA seconds by the accepted mail contacts. Daily number of interflowed out mail contacts. Aeonix Contact Center Visor User Guide 28

39 Daily rief Group Report The Daily rief Group Report tabular report is designed to show brief information on the performance of one or more groups. Current status of the group is displayed along with cumulative and statistical information. Note: The colors in some fields indicate that the thresholds for those fields have been exceeded. Threshold values are specified in the Thresholds tab of the Groups in the Administration Application. Threshold colors are specified in the Colors option of the Administration Application. The Available Columns for This Report: igure 2-14: The DAILY rief Group Report Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. Group Name Group No. Aeonix Contact Center Visor User Guide 29

40 Above T.ASA Calls In Q Max in Q No. Agns No. Release No. Idle No. ACD Calls ACD TS Calls Abnd Calls intfl Summarizes the current number of (voice) calls waiting above the Target-ASA and the current number of Chat contacts above Target- ASA Summarizes the current number of waiting (voice) calls and the current number of waiting chat contacts. The longest interval between the longest wait time of (voice) call in the queue and the longest wait time of chat contacts in the queue. The displayed information is in seconds. Current number of logged in agents Current number of agents on Release Current number of agents on Idle. Current number of agents on ACD Call. Summarizes the daily number of incoming ACD Calls and the daily number of accepted chat contacts. Daily-calculated factor. The Target Service actor, known also as LOS, measures how well the agents in this group handle mail contacts. There are three options to calculate the TS. The first option it to divide the number of mail contact answered within TASA seconds by the number of answered mail contacts. The second option is to divide the number of mail contacts answered within TASA seconds by the sum of the number of answered mail contacts and the number of mail contacts that were abandoned after TASA seconds. The third option is to divide the number of mail contacts answered within TASA seconds by the accepted mail contacts Summarizes the daily number of abandoned (voice) calls and the daily number of abandoned chat contacts. Summarizes the daily number of calls (voice) interflowed from group and the daily number of interflowed out chat contacts. Aeonix Contact Center Visor User Guide 30

41 Daily Detailed Group Report The Daily Detailed Group Report is a form report designed to show detailed information concerning one particular group. The form is divided into four different areas, each of them containing information related to the performance of the group. The Contacts in queue area displays on-line information about inbound and outbound calls in queue. The Agents area displays agent distribution according to their current activity. The Current Contacts Talk time area displays information about the currently connected calls. The On the current interval area includes cumulative and statistical information evaluating group performance over the current Real-Time Interval. igure 2-15: The DAILY Detailed Group Report The Available Columns for This Report: Contacts in queue This section gives information about contacts currently in queue Inbound Contacts Number of waiting calls. Avg.time Average wait time of contacts in queue (sec.). Above T.ASA Max time Number of calls waiting above the Target-ASA Longest wait time of call in the queue (sec.). Agents This section details the number of agents in every state in the group. Logged Number of logged in agents in Release Wrap-up Number of agents on release Number of agents on wrap-up. Aeonix Contact Center Visor User Guide 31

42 usy Idle ACD Non- ACD Split Number of agents on busy. Number of agents on idle. Number of agents on ACD contact. Number of agents on non-acd activity. Number of agents on split Current Calls talk time This section display information about contacts currently being handled by agents # too Number of agents talking more than allowed. long Max Longest ACD call talk time (min:sec). On Current Interval This section gives current interval (daily) statistical information. Inbound ACD contacts Accptd. Number of incoming ACD contacts. Avg. Time (sec) Max time (sec) Ansd. Intfl.out In Q Talk Intfl. In Q Talk Number of answered ACD contacts. Number of contacts interflowed from group. Average wait time in queue (sec.). Average ACD talk time (min:sec). Average wait time of contacts interflowed from group (sec.). Longest wait time in queue (sec.). Longest ACD talk time (min:sec). Aeonix Contact Center Visor User Guide 32

43 Statistics Intfl. TS RPH ASA Longest wait time of contacts interflowed from group (sec.). The TS or The Current Time- Interval The Group s RPH. Average Answer Time (sec.). Aeonix Contact Center Visor User Guide 33

44 Daily Detailed Group Report The Daily Detailed Group Report is a form report designed to show detailed information concerning one particular group. The form is divided into four different areas, each of them containing information related to the performance of the group. The Calls in Queue area displays on-line information about inbound and outbound calls in queue. The Agents area displays agent distribution according to current activity. The Current Calls Talk Time area displays information about the currently connected calls. The On Current Day area includes cumulative and statistical information evaluating group performance over the current Real-Time Interval. igure 2-16: The Daily Detailed Group Report The Available Columns for This Report: Aeonix Contact Center Visor User Guide 34

45 Calls in queue This section gives information about calls (inbound and outbound) currently in queue and about currently pending outbound calls Inbound Calls Number of waiting calls. Avg.time Average wait time of call in the queue (sec.). Above T.ASA Max time Number of calls waiting above the Target-ASA Longest wait time of call in the queue (sec.). Outbound Active Calls Number of outbound ACD calls (as consequence of dial-list callback or any other reason) waiting in the group s queue. Avg.time Average wait time of outbound ACD call in the queue (sec.). Max time Longest wait time of outbound ACD call in the queue (sec.). Pending Pending outbound calls are calls waiting to be initiated (not yet dialed) Calls Number of pending outbound ACD calls. Avg.time Max time Average wait time of pending outbound ACD call in the queue (sec.). Longest wait time of pending outbound ACD call in the queue (sec.). Aeonix Contact Center Visor User Guide 35

46 Agents This section details the number of agents in every state in the group. Logged Number of logged in agents in Release Wrap-up usy O-Rsrvd Idle ACD Non- ACD Split O-ACD Number of agents on Release Number of agents on Wrap-Up. Number of agents on usy. Number of agents in O-Rsrvd state. Number of agents on Idle. Number of agents on ACD call. Number of agents on Non-ACD call. Number of agents on Split Number of agents in O-ACD state. Current Calls talk time This section display information about contacts currently being handled by agents # too Number of agents talking more than allowed. long Max Longest ACD call talk time (min:sec). Aeonix Contact Center Visor User Guide 36

47 On Current Interval This section gives statistical information on the current (daily) interval. Inbound ACD Calls Accptd. Number of incoming ACD calls. Avg. Time (sec) Max time (sec) Ansd. Abnd. Intfl.out In Q Talk Abnd. Intfl. In Q Talk Abnd. Intfl. Number of answered ACD calls. Number of abandoned calls. Number of calls interflowed from group. Average wait time in queue (sec.). Average ACD talk time (min:sec). Average wait time of abandoned calls (sec.). Average wait time of calls interflowed from group (sec.). Longest wait time in queue (sec.). Longest ACD talk time (min:sec). Longest wait time of abandoned calls (sec.). Longest wait time of calls interflowed from group (sec.). Statistics The current interval is daily. TS The TS or The Current Time- Interval RPH ASA The Group s RPH. Average Answer Time (sec.). Aeonix Contact Center Visor User Guide 37

48 Outbound ACD Calls Acptd Number of outbound calls handled by the group. Avg. Time (sec) Max Time (sec) Answd ailed In Q Talk ailed In Q Talk ailed Number of outbound ACD calls answered by the group. Number of Outbound ACD calls failed. Average wait time of answered outbound ACD calls (sec.). Average talk time of outbound ACD calls (sec.). Average wait time of failed outbound ACD calls (sec.). Longest wait time of answered outbound ACD calls (sec.). Longest talk time of outbound ACD calls (sec.). Longest wait time of failed outbound ACD calls (sec.). Aeonix Contact Center Visor User Guide 38

49 Aeonix Contact Center Visor User Guide 39

50 Daily Detailed Super Group Report The Daily Detailed Super Group Report is a form report designed to show detailed information concerning one particular super group. The form is divided into four different areas, each containing information related to the performance of the group. The Calls in Queue area displays on-line information about inbound calls in queue. The Agents area displays agent distribution according to current activity. The Current Calls Talk Time area displays information about the currently connected calls. The On Current Day area includes cumulative and statistical information evaluating group performance over the current Real-Time daily Interval. igure 2-17: The DAILY Detailed Super Group Report The Available Columns for This Report: Calls in queue This section gives information about inbound calls currently in queue. Calls Number of waiting calls. Avg.time Average wait time of call in the queue (sec.). Above T.ASA Max time Number of calls waiting above the Target-ASA Longest wait time of call in the queue (sec.). Agents This section details the number of agents in every state in the group. Logged Number of logged in agents in Release Number of agents on Release Aeonix Contact Center Visor User Guide 40

51 Wrap-up Idle ACD Non- ACD Number of agents on Wrap-Up. Number of agents on Idle. Number of agents on ACD call. Number of agents on Non-ACD call. Current Calls talk time This section display information about contacts that are currently handled by agents # too Number of agents talking more than allowed. long Max Longest ACD call talk time (min:sec). On Current Interval This section gives statistical information on the current (daily) interval ACD Calls Accptd. Number of incoming ACD calls. Avg. Time (sec) Max time (sec) Ansd. Abnd. Intfl.out Intfl.in In Q Talk Abnd. Intfl. In Q Talk Number of answered ACD calls. Number of abandoned calls. Number of calls interflowed from group. Number of calls interflowed into the group. Average wait time in queue (sec.). Average ACD talk time (min:sec). Average wait time of abandoned calls (sec.). Average wait time of calls interflowed from group (sec.). Longest wait time in queue (sec.). Longest ACD talk time (min:sec). Aeonix Contact Center Visor User Guide 41

52 Abnd. Intfl. Longest wait time of abandoned calls (sec.). Longest wait time of calls interflowed from group (sec.). Statistics The current interval is daily. TS The TS or The Current Time-Interval ASA Average Answer Time (sec.). Aeonix Contact Center Visor User Guide 42

53 Group Hourly Report The Group Hourly Report tabular report is designed to show brief hourly information on the performance of one group. igure 2-18: The Group HOURLY Report The Available Columns for This Report: Interval Start At Total In Calls Ansd Calls Abnd Avg. Talk Avg. Abnd Avg. Wrap Total number of incoming ACD calls. Number of answered ACD calls. Number of abandoned ACD calls. Average talk time of calls of the group. Average waiting time of abandoned calls. Average wrap-up time of calls. Aeonix Contact Center Visor User Guide 43

54 Agents Needing Help The Agents Needing Help tabular report is designed to show real time information about agents who are waiting for a supervisor s help. Agents who press the help button once are added to the Agents Needing Help report. After an agent receives help from the supervisor, she/he should press the help button again. This will erase the agent from the Agents Needing Help report. igure 2-19: The Agents Needing Help Report The Available Columns for This Report: Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. Agent Name Agent Number Extension State Time The agent s extension. The time since help was requested. Aeonix Contact Center Visor User Guide 44

55 Agents Distribution Graph The pie chart displayed in the Agent Distribution Graph window shows the distribution of current agent activity as it occurs. You can quickly see the percentage of agents of a group in various states. or detailed information related to a specific slice, double-click it to see a detail balloon. Graph types, colors, legends location and 2/3D are all user definable (for details, see The Graphical Reports Toolbar). igure 2-20: The Agents Distribution Graph Report Aeonix Contact Center Visor User Guide 45

56 rief Agents Report The rief Agents Status is a tabular report that allows the follow-up of activities performed by a team of agents, regardless of which ACD group they are logged-in. The supervisor may add agents and see what type of activity the agent is engaged in and for how long (e.g. IDLE state, ACD, WRAP, etc.). Different colors are used to differentiate between various states and are defined in the Colors option of the Administration application. igure 2-21: The rief Agents Report The Available Columns for This Report: Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. Agent Name Agent No. Agent Exten. State The current agent state. The state can be one of the following: LogOut Idle Ring ACD The agent is currently logged out The agent is logged in and its extension is idle. The agent s extension is ringing The agent is talking on an ACD call. Aeonix Contact Center Visor User Guide 46

57 Wrap Inc Out Rls Out+R In+R usy+r? usy Split O-Rsrvd O-ACD The agent is at wrap-up time after an ACD contact The agent is talking on an incoming non ACD call The agent is talking on an outgoing non ACD call The agent is in released mode. In this mode, the agent is not receiving ACD contacts. The agent is talking on an outgoing call and released The agent is talking on an incoming call and released. The agent s station is busy for some other reason (e.g., ringing non ACD call, dialing outgoing non ACD call) The agent is busy with an ACD call from other group. The Split state includes the time the call is ringing, the time the agent is in the call and the wrap up time after the call. The agent is reserved for an outbound ACD call The agent is handling an outbound ACD call Current ACD Group State Time When the agent busy in an ACD activity, the group that this activity came from is displayed in this column. Time Since Entered This State (min:sec). The state time does not reset in the followings situations: 1. A busy and released agent changed its state to Release again. 2. An agent in a busy state changed its state to Idle again. 3. An agent in Ring state that goes back to Idle (as a consequence, for example, of pickup) Release Code ACD Calls N.ACD Calls Answered DNIS When the agent enters a Released state, the Release code is displayed in this column. Number of currently active incoming ACD voice call. Number of answered non-acd voice call (incoming and outgoing, internal and external). DNIS of the current ACD contact. Aeonix Contact Center Visor User Guide 47

58 ANI O.ACD Calls Chat Contacts Contacts ACD Calls Answered O.ACD Calls Answered Chat Contacts Answered Contact Answered ANI (CID) of the current ACD contact. Number of currently active outbound ACD voice calls. Number of currently active incoming ACD chat contacts. Number of currently active incoming ACD contacts Number of ACD calls answered in the current interval. Number of outbound ACD calls handled in the current interval. Number of chat contacts answered in the current interval. Number of contacts answered in the current interval. Aeonix Contact Center Visor User Guide 48

59 rief DNIS Report The rief DNIS Report tabular report is designed to show performance information related to calls received at a DNIS. The report displays counters related to the current status of calls received at a DNIS number, plus cumulative and statistical information over the current Real-Time Interval. The Available Columns for This Report: igure 2-22: The rief DNIS Report Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. Aeonix Contact Center Visor User Guide 49

60 DNIS Name DNIS No. Calls In Q Max In Q Above T.ASA Calls ACD Calls Abnd. TS Avg Q Time Max Q Time Avg. Wait Abnd Max Wait Abnd. Summarizes the number of currently queued calls and the number of currently queued chat contacts. The longest time between the Longest wait time of currently queued calls and the Longest wait time of currently queued chat contacts (sec.). Summarizes the Number of calls waiting above the Target-ASA and the number of chat contacts waiting above the Target-ASA. Summarizes the number of incoming DNIS calls and the number of incoming DNIS chat contacts in the current interval. Summarizes the number of Abandoned DNIS calls and the number of abandoned DNIS chat contacts in the current interval. The TS for the current time interval Averages the Average wait time of a DNIS call and the Average wait time of a DNIS chat contact The longest time between the Longest wait time of a DNIS call and the Longest wait time of a DNIS chat contact Averages the Average wait time of an abandoned DNIS call and the Average wait time of an abandoned DNIS chat contact The greatest time between the Longest wait time of an abandoned DNIS call and the Longest wait time of an abandoned DNIS chat contact. Aeonix Contact Center Visor User Guide 50

61 rief DNIS Report The rief DNIS Report tabular report is designed to show performance information related to contacts received at a DNIS. The report displays counters related to the current status of contacts received at a DNIS number, plus cumulative and statistical information over the current Real-Time Interval. The Available Columns for This Report: igure 2-23: The rief DNIS Report Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. DNIS Name DNIS No. Above T.ASA Calls In Q Calls ACD Calls Ansd. Avg. Q time Max Q time Number of contacts waiting above the Target-ASA.. Number of waiting contacts. Number of incoming DNIS contacts Number of answered DNIS contacts Average wait time of a DNIS contact Longest wait time of a DNIS contact Aeonix Contact Center Visor User Guide 51

62 rief Group Report The rief Group Report tabular report is designed to show brief information on the performance of one or more groups. Current status of the group is displayed along with cumulative and statistical information. The Available Columns for This Report: igure 2-24: The rief Group Report Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. Group Name Group No. In Above T.ASA s In Q Max s In Q No. Agns No. Release No. Idle No. InACD s Accepted s Answered Number of contacts above TASA. Number of contacts in queue. Longest Wait Time Of Contacts In The Queue (sec). Number of logged in agents Number Of Agents On Release Number Of Agents On Idle. Number Of Agents On ACD Call. Number of accepted mail contacts. Number of answered mail contacts. Aeonix Contact Center Visor User Guide 52

63 s Intfl Number of interflowed out mail contacts. Aeonix Contact Center Visor User Guide 53

64 rief Group Report The rief Group Report tabular report is designed to show brief information on the performance of one or more groups. Current status of the group is displayed along with cumulative and statistical information. Note: The colors in some fields indicate that the thresholds for those fields have been exceeded. Threshold values are specified in the Thresholds tab of the Groups in the Administration Application. Threshold colors are specified in the Colors option of the Administration Application. The Available Columns for This Report: igure 2-25: The rief Group Report Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. Group Name Group No. In Above T.ASA In Calls In Q In Max In Q OACD In Q Summarizes the Number Of Calls Waiting Above The Target-ASA and the Number of Chat contacts above TASA Summarizes the Number Of Waiting Calls and the Number of Chat contacts in queue. The longest time between the Longest Wait Time Of Call In The Queue (sec.) and the Longest Wait Time Of Chat Contacts In The Queue (sec.). Number of Outbound ACD calls (as consequence of Call-ack or any other reason) waiting in the group s queue. Aeonix Contact Center Visor User Guide 54

65 OACD Pend In Q No. Agns No. Release No. Idle No. InACD No. OACD Calls InACD Calls OACD TS InCalls Abnd InCalls intfl OACD failed ACD Contacts Number Of Pending Outbound ACD Calls Number of logged in agents Number Of Agents On Release Number Of Agents On Idle. Number Of Agents On ACD Call. Number of agents in O-ACD state. Summarizes the Number Of Incoming ACD Calls and the Number of accepted chat contacts. Number of Outbound Calls handled by the group. The TS or The Current Time-Interval Summarizes the Number Of Abandoned Calls and the Number of abandoned chat contacts. Summarizes the Number Of Calls Interflowed rom Group and the Number of interflowed out chat contacts. Number of Outbound ACD Calls failed. Number Of Incoming ACD Calls Aeonix Contact Center Visor User Guide 55

66 rief IVR Application Report The rief IVR Application Report tabular report is designed to show brief information on the performance of one or more IVR applications. Current status of the IVR application is displayed along with cumulative and statistical information. igure 2-26: The rief IVR Application Report The Available Columns for This Report: Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. IVR App Name Calls ACD Too Long ACD Times Accessed ACD ully Handled ACD ailed ACD Interflowed ACD RPH ACD Calls OACD Too Long OACD Number of currently active incoming calls Number of currently active incoming calls with handling time more than allowed Number of accesses by incoming calls handled by the application. Number of accesses by incoming calls fully handled by the application. Number of accesses by incoming calls that terminated during handling. Number of accesses by incoming calls interflowed out of the application. The IVR Application s RPH for incoming calls. Number of currently active outbound calls Number of currently active outbound calls with handling time more than allowed Aeonix Contact Center Visor User Guide 56

67 Times Accessed OACD ully Handled OACD ailed OACD Interflowed OACD RPH OACD Number of accesses by outbound calls handled by the application. Maximum Number of times an outbound call accessed an application. Number of accesses by outbound calls that terminated during handling. Number of accesses by outbound calls that interflowed out of the application. The IVR Application s RPH for outbound calls. rief Mailbox Report The rief Mailbox report tabular report is designed to show brief information on the performance of one or more accounts. Current status of the rief Mailbox report is displayed along with cumulative and statistical information. The Available Columns for This Report: igure 2-27: The rief Mailbox Report Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. No. s waiting Longest wait time No. s entered No. s diverted Number of messages currently waiting both in the OMS (Organization Mail Server) and in Aeonix Contact Center (cache and storage). The longest time an is waiting in the interval. Number of mail messages downloaded to Aeonix Contact Center from the Mailbox account Number of s diverted to agents handle. Aeonix Contact Center Visor User Guide 57

68 Call Distribution Graph The pie chart displayed in the Call Distribution Graph window shows the distribution of calls received by the group in the current time interval. You can quickly see how many calls and chat contacts are being answered, how many calls and chat contacts are being answered by another group due to overflow, how many calls and chat contacts are being abandoned, and how many calls and chat contacts are interflowed out of the agent group. The supervisor may double click a graph slice for more detailed information. Graph types, colors, legends location and 2/3D are all user definable (for details see The Graphical Reports Toolbar). igure 2-28: The Call Distribution Graph Aeonix Contact Center Visor User Guide 58

69 Detailed Group Report The Detailed Group Report is a form report designed to show detailed information concerning one particular group. The form is divided into four different areas, each of them containing information related to the performance of the group. The Contacts in queue area displays on-line information about inbound and outbound calls in queue. The Agents area displays agent distribution according to current activity. The Current Contacts Talk time area displays information about the currently connected calls. The On the current interval area includes cumulative and statistical information evaluating group performance over the current Real-Time Interval. igure 2-29: The Detailed Group Report The Available Columns for This Report: Contacts in queue This section gives information about contacts currently in queue Inbound Contacts Number of waiting calls. Avg.time Average wait time of contacts in queue (sec.). Above T.ASA Max time Number of calls waiting above the Target-ASA Longest wait time of call in the queue (sec.). Agents This section details the number of agents in every state in the group. Logged Number of logged in agents in Release Number of agents on release Aeonix Contact Center Visor User Guide 59

70 Wrap-up usy Idle ACD Non- ACD Split Number of agents on wrap-up. Number of agents on busy. Number of agents on idle. Number of agents on ACD contact. Number of agents on non-acd activity. Number of agents on split Current Calls talk time This section display information about contacts that are currently handled by agents # too Number of agents talking more than allowed. long Max Longest ACD call talk time (min:sec). On Current Interval This section gives current interval statistical information. Inbound ACD contacts Accptd. Number of incoming ACD contacts. Avg. Time (sec) Max time (sec) Ansd. Intfl.out In Q Talk Intfl. In Q Talk Number of answered ACD contacts. Number of contacts interflowed from group. Average wait time in queue (sec.). Average ACD talk time (min:sec). Average wait time of contacts interflowed from group (sec.). Longest wait time in queue (sec.). Longest ACD talk time (min:sec). Aeonix Contact Center Visor User Guide 60

71 Statistics Intfl. TS RPH ASA Longest wait time of contacts interflowed from group (sec.). The TS or The Current Time- Interval The Group s RPH. Average Answer Time (sec.). Aeonix Contact Center Visor User Guide 61

72 Detailed Group Report The Detailed Group Report is a form report designed to show detailed information concerning one particular group. The form is divided into five different areas, each of them containing information related to the performance of the group. The Calls in Queue area displays on-line information about inbound and outbound calls in queue. The Agents area displays agent distribution according to current activity. The Current Calls Talk Time area displays information about the currently connected calls. The On the Current Interval area includes cumulative and statistical information evaluating group performance over the current Real-Time Interval. The On last interval area displays performance of the group on the last interval. Colors presented in fields indicate that the thresholds for those fields have been exceeded. Threshold values are specified in the Administration application. igure 2-30: The Detailed Group Report Aeonix Contact Center Visor User Guide 62

73 The Available Columns for This Report: Calls In Queue This section gives information about calls (inbound and outbound) currently in queue and about currently pending outbound calls Inbound Calls Number Of Waiting Calls. Avg.time Average Wait Time Of Call In The Queue (sec.). Above T.ASA Max time Number Of Calls Waiting Above The Target-ASA Longest Wait Time Of Call In The Queue (sec.). Outbound Active Calls Number of Outbound ACD calls (as consequence of Call-ack or any other reason) waiting in the group s queue. Avg.time Average Wait Time Of Outbound ACD Call In The Queue (sec.). Max time Longest Wait Time Of Outbound ACD Call In The Queue (sec.). Pending Calls Number Of Pending Outbound ACD Calls. Avg.time Average Wait Time Of Pending Outbound ACD Call In The Queue (sec.). Max time Longest Wait Time Of Pending Outbound ACD Call In The Queue (sec.). Agents This section details the number of agents in every state in the group. Logged Number of logged in agents in Aeonix Contact Center Visor User Guide 63

74 Release Wrap-up usy O-Rsrvd Idle ACD Non- ACD Split O-ACD Number Of Agents On Release Number Of Agents On Wrap-Up. Number Of Agents On usy. Number of agents in O-Rsrvd state. Number Of Agents On Idle. Number Of Agents On ACD Call. Number Of Agents On Non-ACD Call. Number of Agents On Split Number of agents in O-ACD state. Current Calls talk time This section display information about contacts that are currently handled by agents # too Number Of Agents Talking More Than Allowed. long Max Longest ACD Call Talk Time (min:sec). On Current Interval This section gives statistical information on the current interval. Inbound ACD Calls Accptd. Number Of Incoming ACD Calls. Avg. Time (sec) Ansd. Abnd. Intfl.out In Q Talk Number Of Answered ACD Calls. Number Of Abandoned Calls. Number Of Calls Interflowed rom Group. Average Wait Time In Queue (sec.). Average ACD Talk Time (min:sec). Aeonix Contact Center Visor User Guide 64

75 Max time (sec) Statistics Abnd. Intfl. In Q Talk Abnd. Intfl. TS RPH ASA Average Wait Time Of Abandoned Calls (sec.). Average Wait Time Of Calls Interflowed rom Group (sec.). Longest Wait Time In Queue (sec.). Longest ACD Talk Time (min:sec). Longest Wait Time Of Abandoned Calls (sec.). Longest Wait Time Of Calls Interflowed rom Group (sec.). The TS or The Current Time- Interval The Group s RPH. Average Answer Time (sec.). Outbound ACD Calls Acptd Number of Outbound Calls handled by the group. Avg. Time (sec) Answd ailed In Q Talk Number of Outbound ACD Calls answered by the group. Number of Outbound ACD Calls failed. Average Wait Time Of answered Outbound ACD Calls (sec.). Average Talk Time Of Outbound ACD Calls (sec.). Aeonix Contact Center Visor User Guide 65

76 Max Time (sec) ailed In Q Talk ailed Average Wait Time Of failed Outbound ACD Calls (sec.). Longest Wait Time Of answered Outbound ACD Calls (sec.). Longest Talk Time Of Outbound ACD Calls (sec.). Longest Wait Time Of failed Outbound ACD Calls (sec.). Aeonix Contact Center Visor User Guide 66

77 Detailed IVR Application Report The Detailed IVR Application Report is a form report designed to show detailed information concerning one particular IVR Application. The form is divided into two different areas On Line which display information about contacts currently handled by the IVR application, and On Current Interval which display statistical information on the current interval. igure 2-31: The Detailed IVR Application Report The Available Columns for This Report: On Line Inbound Outbound Calls Too Long Avg. time Max time Calls Too Long Number of currently active incoming calls Number of currently active incoming calls with handling time more than allowed Average handling time of currently active incoming calls (min:sec). Longest handling time of currently active incoming calls (min:sec). Number of currently active outbound calls Number of currently active outbound calls with handling time more than allowed Aeonix Contact Center Visor User Guide 67

78 Avg.time Average handling time of currently active outbound calls (min:sec). On Current Interv Inbound Max time Longest handling time of currently active outbound calls (min:sec). RPH The IVR Application s RPH for incoming calls. ACD Calls All/access Number of accesses by incoming calls handled by the application. ully handled Number of accesses by incoming calls fully handled by the application. ailed Number of accesses by incoming calls that terminated during handling. Interflowed Number of accesses by incoming calls interflowed out of the application. Avg. Time (sec) All/access Average handling time of incoming calls (sec.). ully handled Average handling time of fully handled incoming calls (sec.). ailed Average handling time of incoming calls terminated during handling. (sec.). Interflowed Average handling time of incoming calls that interflowed. (sec.). Max time (sec) All/access Longest handling time of incoming calls (sec.). ully handled Longest handling time of fully handled incoming calls (sec.). ailed Interflowed Longest handling time of incoming calls terminated during handling. (sec.). Longest handling time of incoming calls that interflowed. (sec.). Aeonix Contact Center Visor User Guide 68

79 Outbound RPH The IVR Application s RPH for outbound calls. ACD Calls All/access Number of accesses by outbound calls handled by the application. ully handled Maximum Number of times an outbound call accessed an application. ailed Number of accesses by outbound calls that terminated during handling. Interflowed Number of accesses by outbound calls that interflowed out of the application. Avg. Time (sec) All/access Average handling time of outbound calls (sec.). ully handled Average handling time of fully handled outbound calls (sec.). ailed Average handling time of outbound calls that terminated during handling. (sec.). Interflowed Average handling time of outbound calls that interflowed. (sec.). Max Time (sec) All/access Longest handling time of outbound calls (sec.). ully handled Longest handling time of fully handled outbound calls (sec.). ailed Interflowed Longest handling time of outbound calls terminated during handling. (sec.). Longest handling time of outbound calls that interflowed. (sec.). Aeonix Contact Center Visor User Guide 69

80 Detailed Super Group Report The Detailed Super Group Report is a form report designed to show detailed information concerning one particular super group. The form is divided into four different areas, each of them containing information related to the performance of the group. The Calls in queue area displays on-line information about inbound and outbound calls in queue. The Agents area displays agent distribution according to current activity. The Current Calls Talk Time area displays information about the currently connected calls. The On Current Interval area includes cumulative and statistical information evaluating group performance over the current Real-Time Interval. igure 2-32: The Detailed Super Group Report The Available Columns for This Report: Calls in queue This section gives information about inbound calls (and outbound) currently in queue and about currently pending outbound calls Inbound Calls Avg.ti me Above T.ASA Max time Number of inbound waiting calls. Average wait time of call in the queue (sec.). Number of calls waiting above the Target-ASA Longest wait time of call in the queue (sec.). Aeonix Contact Center Visor User Guide 70

81 Outbound Calls Avg.ti me Max time The number of Outbound ACD calls currently waiting in all queues that are part of the Super Group. The average Outbound ACD calls waiting time in all of the queues that are part of the super-group. The maximum time an Outbound ACD call waited in one of the queues of the super-group before being answered. Agents This section details the number of agents in every state in the group. Logged Number of logged in agents in Release Number of agents on Release Wrap-up O-Rsrvd Idle ACD Non- ACD O-ACD Number of agents on Wrap-Up. Number of agents on O-Rsrvd (reserved for outbound call) Number of agents on Idle. Number of agents on ACD call. Number of agents on Non-ACD call. Number of agents on O-ACD call (outbound ACD calls). Current Calls talk time On Current Interval This section display information about contacts that are currently handled by agents # too Number of agents talking more than allowed. long Max Longest ACD call talk time (min:sec). This section gives inbound statistical information on the current interval. ACD Calls Accptd. Number of incoming ACD calls. Ansd. Abnd. Intfl.out Number of answered ACD calls. Number of abandoned calls. Number of calls interflowed from group. Aeonix Contact Center Visor User Guide 71

82 Avg. Time (sec) Max time (sec) Intfl.in In Q Talk Abnd. Intfl. In Q Talk Abnd. Intfl. Number of calls interflowed into the group. Average wait time in queue (sec.). Average ACD talk time (min:sec). Average wait time of abandoned calls (sec.). Average wait time of calls interflowed from group (sec.). Longest wait time in queue (sec.). Longest ACD talk time (min:sec). Longest wait time of abandoned calls (sec.). Longest wait time of calls interflowed from group (sec.). Statistics Statistics of the current interval. TS ASA The TS or The Current Time-Interval Average Answer Time (sec.). Aeonix Contact Center Visor User Guide 72

83 Contacts Distribution Graph The pie chart displayed in the Contacts Distribution Graph window shows the distribution of contacts received by the group in the current time interval. You can quickly see how many contacts are being answered, how many contacts are being answered by another group due to overflow, how many contacts are being interflowed out of the group. The supervisor may double click a graph slice for more detailed information. Graph types, colors, legends location and 2/3D are all user definable (for details, see The Graphical Reports Toolbar). igure 2-33: The Contacts Distribution Graph Aeonix Contact Center Visor User Guide 73

84 Group Overflow/Interflow Report The Group Overflow/Interflow Report shows detailed information about s that were directed to the group and s that were waiting in other groups and were routed to the current group due to call overflow. The Group Overflow/Interflow Report is divided into two main areas: Calls Presented to Group and Treatment of Calls Presented to Group. igure 2-34: Group Overflow\Interflow Report The Available Columns for This Report: Calls Presented To Group Total Accepted The sum of the s that were directed to the group ( s received directly from the OMS, or interflowed to the group), and s waiting in other groups and were routed to the current group due to overflow. Direct s (DE) The total number of s that were directed to the group (i.e., received directly from the OMS, or interflowed to the group). Aeonix Contact Center Visor User Guide 74

85 Overflowed In (OvflwIN) The total number of s that were waiting in other groups and came in via call overflow. Treatment Of Calls Presented To Group Answered y Group The number of contacts that were answered in this group DE Answered y Group The number of direct s (as defined in Direct s DE) that were routed to this group and were answered by this group. OvflwIN Answered y Group The number of s routed to this group due to overflow and answered by this group. Answered y Another Group The number of s that were answered in another group. DE Answered y The number of direct Another Group s (as defined in Direct s DE) that were routed to this group and were answered by another group. OvflwIN Answered y Another Group The number of s that were routed to this group, due to overflow, that were answered by another group. Aeonix Contact Center Visor User Guide 75

86 Interflowed Out The number of s that were interflowed out. DE->Interflowed Out The number of direct s (as defined in Direct s DE) that were routed to this group, and were interflowed out of this group. OvflwIN-> Interflowed Out The number of s routed to this group due to overflow and were interflowed out. Aeonix Contact Center Visor User Guide 76

87 Group Queue Contacts The Group Queue Contacts bar-chart report shows the number of s waiting in the queue for the displayed groups at the current moment. This chart can show one or more groups. Each group is distinguished by a color shown in the legend on the right side of the window. Groups can be added or removed from the chart using the Contents menu or the Add/Remove speed buttons on the toolbar. igure 2-35: The Group Queue Contacts Aeonix Contact Center Visor User Guide 77

88 Group STI The Group STI Report shows the graphical Service Time Interval breakdown for several groups. Each color in the graph represents a different group. The values in the left column indicate the number of contacts waiting in the queue for each STI time interval. The graph presents six intervals (ST1... ST6) that represent the time periods specified for the group in the Service Time Intervals field of the group. igure 2-36: The Group STI Aeonix Contact Center Visor User Guide 78

89 Graphical Agents Report The Graphical Agent Report shows the current status of each extension per specific group. This report allows the supervisor to locate the extensions in accordance to their physical location. The activity status is shown with icons. Next to each icon, a pie chart is presented, displaying a breakdown of the agent s total activity. A legend of the pie chart colors is displayed at the bottom of the screen. igure 2-37: The Graphical Agents Report Aeonix Contact Center Visor User Guide 79

90 Group Agents Report (1) The Group Agents Report (1) report is designed to show information on the performance of the agents in the groups. The report shows the type of activity in which each agent of a particular group is engaged, and for how long the agent has been engaged in that activity. igure 2-38: The Group Agents Report (1) Note: The colors in some fields indicate that the thresholds for those fields have been exceeded. Threshold values are specified in the Thresholds tab of the Groups in the Administration Application. Threshold colors are specified in the Colors option of the Administration Application. The Available Columns for This Report: Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. Agent Name Agent No. Agent Exten. State The name of the agent The ID number entered by the agent on login. This number is used to identify the agent in the system. The internal extension on which the agent is currently logged in. The agent s state Aeonix Contact Center Visor User Guide 80

91 State Time Release Code The time the agent station is in the state indicated in the State column. This column shows, for every released agent, the name of the release code selected by the agent. In. ACD Calls This column shows the number of incoming ACD Voice calls that the agent is currently handling. O.ACD Calls This column shows the number of outbound ACD Voice calls that the agent is currently handling. Non-ACD Calls This column shows the number of incoming non-acd Voice calls that the agent is currently handling. (incoming as well as outgoing) Chat Contacts Contacts Hold DNIS ANI This column shows the number of incoming ACD chat contacts that the agent is currently handling. This column shows the number of incoming ACD contacts that the agent is currently handling. This column shows the number of calls that are currently put on hold. This column shows the DNIS of the current call of the agent. This column shows the ANI value that arrived with the current call of the agent. Aeonix Contact Center Visor User Guide 81

92 Group Agents Report (2) The Group Agents Report (2) report is designed to show information about the performance of the agents in the groups. The report is the same as Group Agents Report (2) except it utilizes two sets of columns. igure 2-39: The Group Agents Report (2) Group OACD STI The Group Outbound STI Graph Window is designed to show the distribution of outbound calls waiting (in a group queue) for an agent to become available. Each STI shows the number of waiting outbound calls in queue. igure 2-40: The Group OACD STI Aeonix Contact Center Visor User Guide 82

93 Group Overflow/Interflow Report The Group Overflow/Interflow report is useful for groups used as an overflow destination for other groups or for groups used as a service destination to a service with overflow destination. It enables the supervisor to distinguish between the contacts that entered the group directly and contacts that overflowed into the group. This report shows that balances of contacts entered the group and the way these contacts were handled (any contact that entered the group can be handled in one of four ways: to be answered, to be answered in another group, to be abandoned and to interflow). igure 2-41: The Group Overflow\Interflow Report Total Accepted Direct Calls (DC) Number Of Incoming ACD Calls. Number of Incoming ACD calls that entered directly to the group Overflowed In (OvflwIN) Number of ACD calls that overflowed into the group Aeonix Contact Center Visor User Guide 83

94 Answered y Group Number Of Answered ACD Calls. DC Answered y Group Group Calls Answered OvflwIN Answered y Group Number Of Abandoned Calls. Answered y Another Group Answered in another group calls DC Answered y Another Group Group calls answered in another group OvflwIN Answered y Another Group Overflowed in calls answered in another group Interflowed Out DC -> Interflowed Out Number Of Calls Interflowed rom Group. Group calls interflowed out OvflwIN -> Interflowed Out Overflowed in calls interflowed out Abandoned DC Abandoned OvflwIN Abandoned Number Of Abandoned Calls. Group calls abandoned Overflowed in calls abandoned Aeonix Contact Center Visor User Guide 84

95 Group Queued Calls The bar chart displayed in the Group Queued Calls Report shows the number of calls waiting in the queue for the group at the current moment. This chart can show one or more groups. Each group is distinguished by a color shown in the legend on the right side of the window. igure 2-42: The Group Queued Calls Aeonix Contact Center Visor User Guide 85

96 Group Queued OACD Calls The bar chart displayed in the Group Queued Calls Report shows the number of outbound calls waiting in the queue for the group at the current moment. This chart can show one or more groups. Each group is distinguished by a color shown in the legend on the right side of the window. igure 2-43: The Group Queued OACD Calls Aeonix Contact Center Visor User Guide 86

97 Group STI The Group STI Graph Report is designed to show the distribution of calls waiting (in a group queue) for an agent to become available. Each color in the graph represents a different group. Each STI shows the number of calls waiting that amount of time. As calls wait longer they move further to the right of the graph. The STI is determined by the time intervals specified in the Aeonix Contact Center. igure 2-44: The Group STI Aeonix Contact Center Visor User Guide 87

98 IVR Applications ACD Distribution Graph The pie chart displayed in the IVR Applications ACD Distribution Graph shows the distribution of incoming ACD calls received by the IVR application in the current time interval. You can see instantly the percentage of calls that have been ully Handled, ailed, or interflowed in the current interval. igure 2-45: The IVR Applications ACD Distribution Graph Aeonix Contact Center Visor User Guide 88

99 IVR Applications Active ACD Graph The bar chart displayed in the IVR Applications Active ACD Graph shows the number of incoming ACD calls currently active in the IVR application. This chart can show one or more IVR applications. Each IVR application is distinguished by a color. igure 2-46: The IVR Applications Active ACD Graph Aeonix Contact Center Visor User Guide 89

100 IVR Applications Active OACD Graph The bar chart displayed in the IVR Applications Active OACD Graph shows the number of outbound ACD calls currently active in the IVR application. This chart can show one or more IVR applications. Each IVR application is distinguished by a color. igure 2-47: The IVR Applications Active OACD Graph Aeonix Contact Center Visor User Guide 90

101 IVR Applications OACD Distribution Graph The pie chart displayed in the IVR Applications OACD Distribution Graph shows the distribution of outbound ACD calls received by the IVR application in the current time interval. You can see instantly the percentage of calls that have been ully Handled, ailed, or interflowed in the current interval. igure 2-48: The IVR Applications OACD Distribution Graph Aeonix Contact Center Visor User Guide 91

102 IVR Group IVR Ports Report The IVR Group IVR Ports report shows information about the performance of the IVR ports in the IVR group. The report shows the type of activity in each IVR port, and the length of time that the agent was engaged in that activity. igure 2-49: The IVR Group IVR Ports Report The Available Columns for This Report: Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. IVR Port No. State State Time The number of the IVR port The state of the IVR port The time the IVR port is in this state Aeonix Contact Center Visor User Guide 92

103 IVR Ports Distribution Graph The pie chart displayed in the IVR Ports Distribution Graph shows the distribution of IVR activity in the current time interval. igure 2-50 IVR Ports Distribution Graph Aeonix Contact Center Visor User Guide 93

104 IVR Ports Report The IVR ports report is designed to shows the current activity status of one or more IVR Ports Groups. The report shows the number of IVR ports occupied in the different activities (Idle, ACD, O-ACD, and Error) The Available Columns for This Report: igure 2-51: IVR ports Report Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. Aeonix Contact Center Visor User Guide 94

105 Group Name IVR Ports Idle ACD O-ACD Error The name of the IVR port The state of the IVR port Number of IVR ports in the group that are currently idle. Number of IVR ports in the group that are currently in an ACD activity. Number of IVR ports in the group that are currently in an outbound ACD activity. Number of IVR ports in the group that are currently in error state. Aeonix Contact Center Visor User Guide 95

106 Staffing Graph Staffing Reports display information about preset staffing requirements as they are measured against the actual current staffing situation. The bar chart graph displayed in the Staffing Graph Window is divided into two sections. The left-pane is a histogram where each column represents an individual group s activity. The vertical axis is marked with its maximum value as the Required Number of Agents (RQD agents) plus the number of staff that is in excess of the RQD agents. The heights of the columns adjust automatically. Each column is represented on the horizontal axis as an active group. The right pane displays a single bar that represents the cumulative total of the number of agents in all the participating groups, which may or may not exceed the number of RQD agents. igure 2-52: Staffing Graph Aeonix Contact Center Visor User Guide 96

107 Staffing Percent Graph Staffing Reports display information about preset staffing requirements as they are measured against the actual current staffing situation. The Staffing Percent Graph bar chart is divided into two sections. The left pane shows a histogram where each column represents an individual group s activity. The vertical axis represents either 100% of the Required Number of Agents (RQD agents) or, in the case of overstaffed, it could be greater than 100%. The heights of the columns adjust automatically. Each column is represented on the horizontal axis as an active group. The right hand pane displays a single bar that represents 100% of the total requirements (or, in the case of overstaffed, it may be greater than 100%) and the cumulative total of the relative percentages of agents in all the participating groups. igure 2-53: Staffing Percent Graph Aeonix Contact Center Visor User Guide 97

108 Staffing Percent Report Staffing Reports display information about preset staffing requirements as they are measured against the actual current staffing situation. The Staffing Percent tabular report reflects the percentage of each group within the staffing report as well as the total percentages calculated according to the entries. The rightmost column shows the total percentage for each of the current entries. The Required Agents field is always defined as 100%. Each group balances the total by contributing its excess of agents or shortage of agents to the total. or example, overstaffing in Group A will compensate for understaffing in Group. Staffing Report igure 2-54: Staffing Percent Report Staffing Reports display information about preset staffing requirements as they are measured against the actual current staffing situation. The Staffing tabular report reflects the numerical information of each group within the staffing report, as well as the totals calculated according to the entries. The rightmost column shows the total value for each of the current entries. The number of agents defined as required for the current day serves as the full compliment. Each group balances the total by contributing its excess of agents or shortage of agents to the total. or example, overstaffing in Group A compensates for understaffing in Group. igure 2-55: Staffing Report Aeonix Contact Center Visor User Guide 98

109 Trunk Group Report (1) The Trunk Group report is available only in some PX environments due to the different approaches to trunk entity and the availability of CTI events on trunks. The availability of trunk group report varies from full through partial (CTI events on trunks are reported only on ACD activity) to none. The Trunk Group tabular report shows the current activity status of one or more trunk groups. The Available Columns for This Report: igure 2-56: Trunk Group Report (1) Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. Group Name Group No. Trunks usy The name of the trunk group The number of the trunk group Number of Trunks in the group. Number of Trunks in the group that are currently idle. Aeonix Contact Center Visor User Guide 99

110 Trunk Group Report (2) The Trunk Group report is available only in some PX environments due to the different approaches to trunk entity and the availability of CTI events on trunks. The availability of trunk group report varies from full through partial (CTI events on trunks are reported only on ACD activity) to none. The report is the same as Trunk Group Report (1) except it utilizes two sets of columns. igure 2-57: Trunk Group Report (2) Aeonix Contact Center Visor User Guide 100

111 Trunk Group Trunks Report (2) The Trunk Group Trunks report is available only in some PX environments due to the different approaches to trunk entity and the availability of CTI events on trunks. The availability of trunk group trunks report varies from full through partial (CTI events on trunks are reported only on ACD activity) to none. The Trunk Group Trunks tabular report shows the current activity status of all the trunks in the specified trunk group. The information is displayed in two sets of columns. The Available Columns for This Report: igure 2-58: Trunk Group Trunks Report (2) Note: Not all of these fields are visible when creating new reports. Use the Adding / Removing columns in tabular reports capability of the Real Time Monitoring Application to select the columns that are needed. Trunk Name Group No. Trunks State Time The name of the trunk. The number of the trunk. The state of the trunk. The time the trunk is in this state. Aeonix Contact Center Visor User Guide 101

112 Trunk Group Trunks Report (3) The Trunk Group Trunks report is available only in some PX environments due to the different approaches to trunk entity and the availability of CTI events on trunks. The availability of trunk group trunks report varies from full through partial (CTI events on trunks are reported only on ACD activity) to none. The report is the same as Trunk Group Report (2) except it utilizes three sets of columns. igure 2-59: Trunk Group Trunks Report (3) Aeonix Contact Center Visor User Guide 102

113 Chapter 3 The Historical Reports Historical reports are used to obtain information about past Contact Center activity. The powerful, yet easy-to-use, Historical Reports application provides activity summaries and statistical data that can help Contact Center management analyze system behavior and aid in the assessment of resources required to meet target service levels. Historical data is presented in report windows. The reported are generated from categories and templates that can be configured to include specific columns and entities as required. Historical Reports are essential for proper call system management. Analyzing system performance based on past activity ensures that problems can be detected, solved, and system efficiency improved. Each template can be generated in tabular or graphical format. The user has full control over texts, fonts, colors, column widths and even column locations with minimal mouse and keyboard actions. Additional powerful tools (such as sorting by columns, filtering data by user defined criteria, defining non-continuous period reports, etc.) have been included to allow a comprehensive and flexible environment for generating sophisticated reports with no prerequisite knowledge of database tables, SQL queries or programming languages. An integrated scheduler was designed to allow automated reports to be printed at required times, or to be exported to a file. Once a report is generated it can be exported on a variety of external formats, such as Excel, HTML, DASE, text, SQL, and many more. Aeonix Contact Center Historical Reports can present the following types of information: Specific Lists Lists that may be used to improve the professional activities of the Contact Center. Some examples: Abandoned Calls Log list of abandoned calls by ANI allowing customer call back, Trunks Exception Log list of trunks whose utilization was under a certain threshold (defined in the Administration application) allowing an immediate decision as to whether trunks may be released to decrease expenses. Outbound and Dial lists reports that details every outbound call dialed by the system. Activity Summary - past system activity summarization, such as number of incoming calls at a specific date and time, number of agents logged-on at a specific date and time, etc. Statistical Analysis - statistical information regarding the system s behavior over a specific period of time, such as average talk times, average wait times, percentage calculations, etc. Advanced Analysis - statistical information, which estimates the amount of resources that should have been allocated to meet the desired service level. or example, the number of agents required meeting the target ASA during a specific period. Aeonix Contact Center Visor User Guide 103

114 In addition, the supervisor can select the report summary type, as follows: Vertical summary (daily interval summary or period interval average) - each line represents the summation of specific time periods within the entire report period. Horizontal summary (interval summary per day) - each line represents the summary of a day within the entire report period. ased on the types of reports described above and the flexibility of Historical Report design, a large variety of data can be obtained to provide the management with an accurate operational view of the call system. The Historical Reports application can display one of the three followings windows types: Categories These are basic templates that set the entity on which the template is based (entity can be group, agent, ANI domain etc.) and the summary type (Vertical vs. Horizontal). There are no data columns in the categories and no parameters (for a detailed list of the Categories, see Categories List). Templates These are templates, based on the Categories that are either supplied with the product (factory templates) or created by the user (User Defined templates). A template can contain data columns, can contain some of, or all, the required parameters, and can be generated to report (for a detailed list of the actory Templates, see. actory Templates List). Reports These are generated reports that contain the statistical data in it. Aeonix Contact Center Visor User Guide 104

115 Using the Historical Reports Application The Historical Reports Application Menu ar The Historical Reports menu bar contains the following menus: The Main Menu The main menu has few options that are available only when a report window is open. ile Report Tools Windows Help This menu is used to create new report windows, open or close report windows, save report windows, print a report, export a report to a file, open the Scheduler dialog box, and exit the Historical Reports application. It is also used for terminating all the open Aeonix Contact Center Visor applications This menu is only available once report window is opened on the screen. It is used to open the parameters dialog box, to generate a report, to schedule a report to be automatically generated and to set the graph type in graphical reports. This menu is used to add sort criteria to a report, to add a filter criteria to a report, to change the zoom of a report and to open the ormula Editor dialog box. This menu is only available once a report window is opened on the screen. It is used to arrange the Historical Reports windows and to switch between windows that are currently open. This menu is used to obtain context-sensitive on-line help on windows and operations. Aeonix Contact Center Visor User Guide 105

116 The ile Menu The ile menu provides the following options. Where available, the corresponding toolbar speed button is also displayed. Speed utton Option New Description Opens a new template window based one of the Categories. Aeonix Contact Center Visor User Guide 106

117 Open Save Save As Export Schedule List Printer setup Print Close Logout Exit Opens an existing historical template. Saves the currently active historical template under its current name. Saves the currently active historical template with a new name. Opens the Export dialog box. It enables the supervisor to export the currently active historical report to a file. Opens the scheduler dialog box. It enables the supervisor to view and change the list of the scheduled reports Opens the printer setup dialog box Prints the currently active historical report Closes the currently active historical report window. Exits the Historical Reports application and all other currently used Aeonix Contact Center Visor applications. Exit the Historical Reports application. Aeonix Contact Center Visor User Guide 107

118 The Report Menu The Report menu provides the following options. Where available, the corresponding toolbar speed button is also displayed. Speed utton Option Parameters Generate Schedule Graph Type Description Opens the Parameters dialog box for the currently active template window. Generates the report in the currently active template window. If the template is missing one of the parameters, the Parameters dialog box will open. Opens the Automatic Report dialog box to set the required parameters in order to automatically generate the currently active report window. Set the graph type for the currently active graphical report. It is enabled only if the currently active window is a graphical report. Aeonix Contact Center Visor User Guide 108

119 The Tools Menu The Tools menu provides the following options. Where available, the corresponding toolbar speed button is also displayed. Speed utton Option Sort ilter Zoom ormula Editor Description Clears the currently defined sorting criteria (if the Clear option is selected) or opens the Sort dialog box to Add/Change the sorting criteria. The sorting criteria can be defined for a template (and is then saved with the template), or for a report (which is not saved when the report is closed. Clears the currently defined ilter (if the Clear option is selected) or opens the ilter dialog box to Add/Change the filter criteria. The filter criteria can be defined for a template (and is then saved with the template), or for a report (which is not saved when the report is closed. Relevant to report windows only. It opens the Zoom dialog box that enables the supervisor the change the report window zooming. Open the User Defined ormula dialog box The Window Menu The Window menu provides the following options. Where available, the corresponding toolbar speed button is also displayed. Speed utton Option Layer Vertical Horizontal Cascade Description Maximize the currently open window Arrange all open windows vertically one by one Arrange all open windows horizontally one by one Arrange all open windows one over another. Aeonix Contact Center Visor User Guide 109

120 Using the Historical Reports Application Creating a New Template 1. Select the New option in the ile menu or use the toolbar icon. The New dialog box appears. igure 3-1: The New Category Dialog ox 2. Select the category from the list and click O K. The selected category window appears Aeonix Contact Center Visor User Guide 110

121 Opening a Template 1. Select the Open option in the ile menu or use the toolbar icon. The Open dialog box appears. igure 3-2: The Open Template Dialog ox 2. Click either the P u b lic or P riva te check boxes (or both) to display the desired templates. 3. Select the report to open and click O K. Aeonix Contact Center Visor User Guide 111

122 Saving a Template A template can be saved in two lists: the public templates list, and the private templates list. All authorized supervisors can view public templates, but only the supervisor who created private templates can view them. 1. To save a template with its current properties, select the Save option from the ile menu or use the toolbar icon. If the current template has not yet been saved, the Save As dialog box will open. 2. To save a template under different name or to save a private template as public (or vice versa), select the Save As option from the ile menu, or use the toolbar icon. The Save As dialog box opens. Aeonix Contact Center Visor User Guide 112

123 Exporting a Report A report can be exported to a file in various formats. To export a report, select the Export option from the ile menu, or use the toolbar icon. The Report Export dialog box opens. igure 3-3: The Report Export Dialog ox 1. Click the ro w se button to open the Choose a file name dialog box. This dialog box lets the supervisor navigate to the folder where the exported file will be kept, to give it a name and choose the export format. igure 3-4: The Choose Export ile Name Dialog ox Aeonix Contact Center Visor User Guide 113

124 Note: The dialog box displays the folder tree on the Aeonix Contact Center server under the root folder where the Aeonix Contact Center server SW is installed. 2. When the export format and file name is selected, two more options become available depending of the selected file format: to append the header names to the exported file and to append the total rows to the exported file. 3. To manually send this report via , select the Send by Mail box. The following options are available: To rom Subject Enter the address of the recipient(s) of the report. Note: Use semi-colons to enter multiple addresses. Enter the address of the sender of the report. Note: If left blank, the recipient will receive the from and will not be able to reply. Enter the subject of the (usually the name of the report). Note: If left blank, the recipient will receive Historical Report as the subject of the Click Export data. The Aeonix Contact Center server saves the report in its database, checks every 5 minutes for s that are ready to be sent via the organization s SMTP server, and then the SMTP server sends the reports per recipient. Scheduling a template for automatic generation A report can be scheduled for automatic generation, whether for automatic printing or automatic exporting to a file. To schedule a template: 1. Open a new or an existing template. 2. Click anywhere in the template s parameters area to open the Parameters dialog box, and fill in the report parameters. Note: The Parameters dialog box may vary according to the currently active template, though all of them contain the Date rom and Date To section. 3. Select the Schedule option from the Report menu, or use the toolbar icon. The Automatic Reports dialog box opens Aeonix Contact Center Visor User Guide 114

125 igure 3-5: The Schedule Reports Dialog ox - Schedule Tab 4. Enter a name for the new schedule. This name will then appear in the schedule list (see ). In order to keep the new schedule up to date with any change made to the template it is based on, select the Synchronize with the source template (parameters, design) check box. 5. Select the Date and Time for report generation. or example, in order to generate a report every week on Sunday at 8:00 PM, check the Every Week option and from the drop down list and select the Sunday as the day of week. In addition, check the Specific time check box and use the up/down arrow to select 8:00 PM. Aeonix Contact Center Visor User Guide 115

126 igure 3-6: The Schedule Reports Dialog ox - Destination Tab Printer 6. In the destination tab, select the destination type (printer or file). In case of printer destination, click the rowse button to select a printer from the list. Note: The list of printers is the list of printers defined in the Aeonix Contact Center server since this is where the scheduled report is generated. 7. Select the printout orientation. (Select Default to use the printer default. The other two override the printer settings.) Note: The Defined Computer Name indicates where the scheduled report is generated. 8. Selecting ile destination includes a number of parameters to define in order to set the destination file name. ecause many files may be Aeonix Contact Center Visor User Guide 116

127 generated in the same folder, it is important to add to the file name such parameters as date and time so the file will have a unique name and not overwrite other files. igure 3-7: The Schedule Reports Dialog ox - Destination Tab ile The following options are available for the file names: ile path ase ile Name Advanced Select the required file path where you wish to save the generated report. Select a name for the report file. If none of the ile Name Manipulation options are used, the generated report will overwrite any previously generated report. Select Advanced to display the ile Name Manipulation options. Aeonix Contact Center Visor User Guide 117

128 ile Name Manipulation Use these options to manipulate the generated file name. Append If Append Time/Date is checked, the system adds Time/Date to the file name the date and/or time (according to the format selected from the ormat list box). Suffix If S u ffix is checked, the system adds the suffix entered in the edit box at the end of the file name. Generations The Generations number defines how many copies of the same file are kept. If a file with the same name is generated (for example, if ixed was selected and Append Time/Date was not checked), the system renames the previous file by adding to it the generation number. If the Generations number is exceeded, the system removes the oldest copy. 9. When the export format and file name is selected, two more options become available depending of the selected file format: to append the header names to the exported file and to append the total rows to the exported file. 10. To automatically send this report via according to the defined schedule, select the Send by Mail box. The following options are available: To rom Subject Enter the address of the recipient of the report. Note: Use semi-colons to enter multiple addresses. Enter the address of the sender of the report. Note: If left blank, the recipient will receive the from NoReply@company.com and will not be able to reply. Enter the subject of the (usually the name of the report). Note: If left blank, the recipient will receive Historical Report as the subject of the Select Schedule Name and Date and Time to append them to the Subject of the Click OK. The Aeonix Contact Center server saves the report in its database, checks every 5 minutes for s that are ready to be sent via the organization s SMTP server, and then the SMTP server sends the reports per recipient. Aeonix Contact Center Visor User Guide 118

129 Viewing the Scheduled Templates List To view the list of the scheduled templates, select the Schedule List option from the ile menu. The Schedule List dialog box opens. igure 3-8: The Schedule List Dialog ox 1. In order to change the schedule parameters, select the schedule to change from the list and click the E d it button. The Automatic Report dialog box opens (see details in Scheduling a template for automatic generation). 2. Click the Delete button to remove a schedule from the list. This will not remove the template upon which the schedule is based. Aeonix Contact Center Visor User Guide 119

130 Adding a ilter to a Template or Report Sometimes, there is a need to omit records in the report according to some criteria (for example, a supervisor generates a group performance using the interval report, and then needs to view only those intervals where the average number of logged in agents was less than a selected number). or this purpose, the supervisor may add a filter to the template. Note: ilters can be added to a report as well, but it cannot be saved. A filter that added to a template is saved along with the template itself. To add a filter to a template / report, select the ilte r->change option from the Tools menu. The ilter dialog box opens. igure 3-9: The ilter Dialog ox 1. Choose the column that will be used to filter the report. Select from the drop down list one of the columns in the template. In the example above, the column selected is Cmltv Idle Time. 2. Select the operator and the value to complete the condition. or example, the operator would be greater than and in the value field is 10. This means that the report generated from the filtered template will show only intervals in which the group s Cmltv Idle Time is greater than ten seconds. 3. If more conditions are required, add a condition line to the filter by pressing the Add button. In such case, a logical operator must be selected (Or, And, etc.) 4. In order to delete one of the conditions, click the condition (the finger icon will move to point to the selected condition) and click the Delete button. 5. Click O K to accept the filter or Cancel to cancel the operation. Aeonix Contact Center Visor User Guide 120

131 To remove a filter from a template / report, select the ilte r->clear option from the Tools menu. Note: In filtered reports, though some records are filtered out, the total line calculates the totals as if those filtered records are part of the report (due to the internal way of operation of the Historical Reports Application). In order to view a total line that reflect the report as is, export it and use the source application to calculate the totals without the filtered records. Adding Sort Criteria to a Template or Report Occasionally there is a need to arrange the records in the report according to particular criteria (for example, a supervisor generates a group performance using the interval report and needs to view the intervals in ascending order according to the average number of logged in agents). or this purpose a supervisor may add sort criteria to the template. Note: Sort criteria can be added to a report as well, but they are not saved with the report. Sort criteria added to a template is saved along with the template itself. To add sort criteria to a template / report, select the S o rt->change option from the Tools menu. The Sort dialog box appears: igure 3-10: The Sort Dialog ox The Columns available for sorting list, show all of the columns in the template that are not yet part of the sort criteria. The Sort columns list, shows all the columns that the report should be sorted by. To add a column to the sort criteria, drag and drop it to the Sort Columns list. To remove a column from the sort criteria, drag and drop it to the Columns available for sorting list. Select the Ascending check box to rearrange the column in ascending order. Aeonix Contact Center Visor User Guide 121

132 Creating a User Defined ormula The Historical Reports application has a rich set of columns that can be added to templates. Nevertheless, there will always be a need to add a user defined formula to a list of columns that can be added to a template. To open the User Defined ormula dialog box, select the ormulas Editor option from the Tools menu. igure 3-11: The User Defined ormula Dialog ox Select the formula to change, or click New to add a new formula to the list. The Specify ormula dialog box opens: Aeonix Contact Center Visor User Guide 122

133 igure 3-12: The Specify ormula Dialog ox The followings options are available: Name Description ormula Give a name to the new formula. This name will appear in the list of available columns when adding a column to a template. Note that the list of available columns is shown per entity. An entity must be set for each user defined formula. Give a description to the new formula. When adding columns to a template, and when selecting a column name from the list, the description is displayed below to inform the supervisor of the column s purpose. This is the place to define the new formula. The formula is a combination of predefined statistical data that appears in the Columns section. It lists factory formulas as well as other user defined formulas. It also lists mathematical operators to the right side of the dialog box. Available operators are addition (+), subtraction (-), multiplication (*) and division (/). In order to add a column or operator to the list, click the relevant column name or math operation icon. The formula area can also be edited directly by typing in the proper symbols from the keyboard. Aeonix Contact Center Visor User Guide 123

134 Entity ormula type Verify Save Save As Select from this list the entity for the new formula. Since this dictates the available columns that are part of the formula (there is no way to combine in one formula columns of more than one entity), it cannot be changed when editing an existing formula. Since there are few internal operators that format the result according to the expected result, the formula type must be set. Click this button to make sure that the formula is valid. Click this button to save the formula under its current name Click this button to save the formula under another name Aeonix Contact Center Visor User Guide 124

135 Designing a Template The process of designing a template involves the following: 1. Change the headers (text, font, and color). 2. Add columns to the template, remove columns from the template, and reorder the columns. 3. Define the template parameters. A template has four different areas, each with a different set of options. Click any area to display a popup menu with the relevant design options. igure 3-13: The our Template Areas Area A The options in this area modify the way the template name is displayed (in the example above, changing the RG1.2 Group Performance Report by Date). Text ont Color Use this option to change the text of the template name Use this option to change the font of the template name. Use this option to change the color of the template name Area The options in this area modify the way the parameter names are displayed (in the example above, changing the Date rom/date To, Time rom/time To, Group Name, and Request y.). Text ont Use this option to change the text of the parameter name Use this option to change the font of the parameter name. Aeonix Contact Center Visor User Guide 125

136 Color rame Use this option to change the color of the parameter name Use this option to define the appearance of the frame around the parameter. The options are None, if no frame is required; ox, if a normal frame is required; and Raised, if a shaded border frame is required. Area C The options in this area are modify the way the parameters are displayed ont Color rame Use this option to change the font of the parameters. Use this option to change the text color of the parameters Use this option to define the appearance of the frame around the parameter. The options are None, if no frame is required, ox, if a normal frame is required and Raised, if a shaded border frame is required. Parameters This option opens the Parameters dialog box. This dialog box is template sensitive (i.e., it may look different for different templates). This dialog box may include one or more of the following: 1. An option to define the date range 2. An option to define the time range 3. An option to select entities upon which the report should display the data. In some templates only a single entity can be chosen while in other, multi entities can be chosen. See Using the Advance Date Options Area D The options in this area may be divided to two: some modify the way the column headings are displayed and the other defines the data to be displayed in the report. Text ont Color Changes the column s heading text. This will change the text of the column that the cursor is pointed to. Changes the columns heading font. This will change the font of all column headings. There is no way to change a specific column s heading font. Changes the column heading text color. This will change the text color of all the column headings. There is no way to change a specific column s heading text color. Aeonix Contact Center Visor User Guide 126

137 Number Header Rows Insert Column Delete Column Grid Lines Changing the columns width Defines the number of rows for the column s headings. Use multiple rows to prevent truncating long column headings since often the column width is limited in order to have many columns in the template. Opens the Add New Columns dialog box. Removes the selected column from the template. Toggles grid line display This is not an option in the pop-up menu. In order to change column width, click left border of the column, drag it to the required width, and release. Aeonix Contact Center Visor User Guide 127

138 Adding Columns to a Template Using the Advance Date Options The advanced Date options enable the supervisor to generate reports on specific dates within a date range. This option is available only when the Date rom and Date To in the Parameters dialog box are defined as specific days rather than a date range: To open the Parameters dialog box, right click in Area C of the template (see Designing a template) and select Parameters from the pop-up menu, or use the toolbar icon. Note: The Parameters dialog box may vary according to the currently active template, though all of them contain the Date rom and Date To section. igure 3-14: A Sample Parameters Dialog ox To open the Date dialog box, click either the Date rom or Date To section in the Parameters dialog box. Aeonix Contact Center Visor User Guide 128

139 The followings options are available: igure 3-15: The Date Dialog ox Clear Now Specific Click this option to clear the Date rom / Date To from the previous selection Use this option to set a relative date. When this option is selected, use the spin control to the right to define the number of working days. When the report is generated, the system calculates the rom/to Date as the current date minus the defined number of days. This option is very useful when the template is to be used as scheduled report. Use this option to set a specific date. Use the calendar to the right to set the required date. When Date rom and Date To are defined as Specific, the Advanced button is enabled. Click this button to open the advanced options: Aeonix Contact Center Visor User Guide 129

140 igure 3-16: The Date Ranges Date Ranges Mode Dialog ox igure 3-17: The Date Ranges Specific Days Mode Dialog ox Aeonix Contact Center Visor User Guide 130

141 The following options are available: Advanced Property Date Ranges Mode Use this radio button to select between two options: Date ranges and Specific Days. In date ranges mode, add date ranges within the primary date ranges (for example, if the main date range is April 1 st to April 30 th, a date rage within it can be April 1 st to April 5 th and April 25 th to April 30 th ). In Specific Days mode, select the days of week for which the main date range is relevant. Add Add new Date Range in the end of the list. Insert Insert a new Date Range after the currently selected Date Ranges. Delete Removes the selected Date Range. Specific Days Mode Check the radio buttons for the days of week that should be included in the report. Aeonix Contact Center Visor User Guide 131

142 Using the Advance Time Options The advanced Time options enable the supervisor to generate report that includes specific time ranges within the time range. This option is available only when the Time rom and Time To in the Parameters dialog box are both specific dates. To open the Parameters dialog box, right-click in Area C of the template (see Designing a template) and from the pop menu select Parameters, or use the toolbar icon. Note: The parameters dialog box may vary according to the currently active template though all of them contain the Time rom and Time To section. igure 3-18: A Sample Parameters Dialog ox To open the Time dialog box, click either the Time rom or Time To section in the Parameters dialog box. Aeonix Contact Center Visor User Guide 132

143 The followings options are available: igure 3-19: The Time Dialog ox Clear Now Specific Click this option to clear the Time rom /Time To from the previous selection Use this option to set a relative time. When this option is selected, use the spin control to the right to define the relative time (in hh:mm format). When the report is generated, the system calculates the rom/to Time as the current time minus the defined relative time. This option is very useful when the template is to be used as scheduled report. Use this option to set a specific time. Use the spin controls to the right to set the required time. When both Time rom and Time To are defined as Specific, the Advanced button is enabled. Click this button to open the advanced options: Aeonix Contact Center Visor User Guide 133

144 igure 3-20: The Time Advanced Ranges Dialog ox The followings options are available: Date Ranges Mode Add Add new Time Range in the end of the list Delete Removes the selected Time Range Aeonix Contact Center Visor User Guide 134