User Manual Customer Interaction Express 3.3 User Interface

Transcription

1 User Manual Customer Interaction Express 3.3 User Interface Edition: /16/2015 COMPAS ID:

2 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. For full legal page information, please see the complete document, Avaya Legal Page for Software Documentation, Document number To locate this document on the website, simply go to and search for the document number in the search box. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: COMPAS This document is also available in the COMPAS database. The COMPAS ID for this document is

3 Contents About this manual 15 Overview: About this manual Questions about this manual Who is part of the target group? What kind of information is provided? What kind of information is not provided? How is this manual organized? Which edition are you reading? What has changed since the last edition? Where can you find additional information? How do you get a printed copy? Prerequisites Printing the manual Problems when printing Getting to know the application 19 What is the purpose of the CIE UI application? What is CIE UI? Which topics do you, the user, have to read? Which types of users are there? Agent Supervisor Administrator Starting, pausing and exiting the application Which prerequisites must be met before you can use the CIE UI application? Which privileges do you have as an agent in the CIE UI application? Choose a terminal Starting with the Taskbar Starting with the Windows User Account Taking a break Starting a break Ending a break When is a break denied? Initiating a Break during the Wrap-up Time Logging out Exiting the application Changing the password Changing the PBX password Changing the alias Structure of the CIE UI application Title bar Application icon Menu bar Menus and commands Info Area Taskbar Cockpit bar Work area Using the Help function User Manual CIE 3.3 User Interface Contents 3

4 Starting the Online help contents Help during operation Searching for a certain term Cockpit bar Agent group realtime information Realtime information Favorites Tooltip Configuring your own cockpit bar Configuring the cockpit bar for other agents Configuring realtime information for agent groups on the cockpit bar Configuring topic realtime information on the cockpit bar Configuring Favorites on the cockpit bar Signing on to or out of from agent groups Select AG Signing on to agent groups Signing out of agent groups Working with profiles Displaying information about the CIE UI application What information about MainFramework does the About dialog show? Displaying information Customer service: Home module 51 Structure Icons in the Taskbar General structure Menu bar Requirements: Privileges Home realtime information view Views in the Home module Home File View tool bar General properties of home realtime information General tab Settings Presentation tab Configuring home realtime information Working with home realtime information Configuring realtime information What realtime information elements are available? Assigning home realtime information for other agents Customer service: Telephony module 57 Structure Icons in the Taskbar General structure Menu bar Requirements: privileges Telephony realtime information view Views in the Telephony module Telephony File View tool bar General properties of Telephony realtime information General tab Settings Presentation tab Configuring Telephony realtime information Configuring Telephony realtime information Configuring realtime information What realtime information elements are available? Direct call Contents User Manual CIE 3.3 User Interface

5 Assigning Telephony realtime information for other agents Structure of the contact bar Contact bar Contact information lines Function bar Only contact bar displayed Minimized view Contact bar configuration Configuring your own contact bar Configuring the contact bar for other agents Contact bar configuration How do you select telephone elements? Telephone keys Making calls Additional information on making calls What is a Call Center call? Answering a call If you do not answer a call Ending a conversation Calling a subscriber Outgoing call center calls Redialing Consultation calls Conference Toggle Transferring connections Holding calls Requesting support Requesting active support (Emergency) Support from the supervisor Using the phone book Opening the phone book Phone book views Switching the view of the phone book Which address books can you use? What information does the telephone list show? What information does the detail view show? Searching for and calling a subscriber Entering a job code Which prerequisites have to be met? What are job codes used for? Mandatory job code Entering a job code Using ACW ACW Extending the preset ACW End of ACW Manual ACW DTMF DTMF Qualifying calls You have reached the correct subscriber You have not reached the correct subscriber You have reached a fax machine Information messages Information message statuses Messages from the Realtime information module Messages about the connection Messages for telephony Customer history and quick bar User Manual CIE 3.3 User Interface Contents 5

6 About Customer history Requirements for the customer history Properties of the customer history Configuring a customer history Using customer history About quick bar Prerequisites for a quick bar Predefined quick bar with customer history Usable Telephony elements in the quick bar Configuring a quick bar Using a quick bar Customer service: module 113 module Properties Opening Structure of the module Illustration and explanation of areas on UMR screen Menus and commands Icons: Document status Transmission job status (Outbox folder only) Icons: Create new Format, Font, Font size Mailbox folders Processing status display Action bar Agent status indicator display area and processing area Configuring mailbox folders Available mailbox folders Setting visible folders Displayed columns configuration Sorting columns Changing the column width Adapting the work area Processing documents (mailbox folders) Mailbox folders: Inbox Special features of documents Special features of documents assigned in the CIE system Special features of directly addressed incoming documents Special features of new outgoing documents Mailbox folders: Deferred Mailbox folders: Drafts Mailbox folders: Sent Mailbox folders: Deleted Mailbox folders: Overview Mailbox folders: Completed Mailbox folder: Archive All mailbox folders: Search function Scrolling in folders Processing documents (mail header) Sender addresses Using addressing options Key sequences editor list Functions and commands Using the address books Types of address books Contents User Manual CIE 3.3 User Interface

7 Search fields in the address books Search Displaying and changing transmission settings Displaying and changing a distribution list Configuring options Configuring updates Available options Setting the options Importing personal address books Limitations Error handling Import files Creating templates for CSV files Importable columns Importing Processing documents Creating a new document Sending a document Replying to the sender of a document Replying with or without the original text Forwarding a document Picking up a document Delegating a document Completing the processing of a transaction Creating a signature Allocating a job code Adding an attachment Configuring transmission options Holding and resubmitting a document Saving a document temporarily Repeating a failed transmission Resending a document Printing a document Editing attachments Viewing processes and transmission status Displaying the processes Displaying a transmission status Using the spell checker How is an entry identified if it is not in the dictionary? Supported languages for the spell check Performing a spell check Functions and settings for the spell check Working with text blocks Prerequisite Consider Structure of the text block view Inserting a text block Tips and tricks Right mouse button (pop-up menu) What are privileges? Tracking messages Viewing the properties of a message Customer service: Chat module 181 Chat module: Introduction Structure Icon in the taskbar Icons in the tool bar List view User Manual CIE 3.3 User Interface Contents 7

8 Chat progress Chat input Work with the Chat module Prerequisite Starting the chat module Signing on to agent group for chat Accepting a chat request Answering a chat request Completing a chat request Inserting a smily Check the spelling Pausing and exiting Setting the columns Printing the chat progress Functions in the chat progress Use of the keyboard Overview of the buttons Use the chat archive Prerequisites Search in the chat archive Supervision: Realtime information module 189 What is Realtime information? What is realtime information? Features For which objects can you monitor the status? Icons on the task bar Additional Realtime Information command Views in Realtime Information Default monitors View: File View Title bar Tool bar Folders Pop-up menus in the File View View: Viewer Title bar Tool bar Viewer View View: Inspector Title bar Tool bar Realtime information Structure of realtime information Size of the work area Default type Realtime information sheet Realtime information elements Which realtime information elements are available? Displaying or hiding realtime information elements Configuring the settings of a realtime information element Settings of a realtime information element Configuring the size of a realtime information element Font presentation Presentation of the background Color selection Hiding the title Hiding the total Configuring the column arrangement Contents User Manual CIE 3.3 User Interface

9 Configuring the number of columns Display information only for authorized Configuring display range, limit values and colors for bar charts Text elements Label Value element Maximum wait time for multiple topics Hyperlink (text) to contact Out of office notice Variable Tag (inline display) Tag (window display) Lists Agent status list Calls in the queue [Telephony] Waiting s [ ] Number of conversations (AG) (topic) Number of opened s per AG (topic) Skill combination Call list for topic [Telephony] Tables Agent group table Dialer table Line table Topic table PBX table IVR table Graphics elements Image Group Bar chart Maximum wait time (topics) [Telephony] Maximum wait time (topics) [ ] Calls in queue (topics) [Telephony] Waiting s (topics) [ ] Individual status (LED) Individual status (parser) Pie chart Agent status (grid) Agent status (team) Telephone status Workplace status Chart: Active agents, TSF, Acceptance Level Network overflows [Telephony] Remote functions Agent history Internet Browser Supervisor Assistance / Supervisor Emergency Values Topic values Agent values Agent group values Team PBX IVR Dialer Lines Inserting or deleting objects Example: Inserting or deleting topics User Manual CIE 3.3 User Interface Contents 9

10 Drawing in realtime information sheets Drawing a line Drawing a rectangle Switching on selection mode Changing color, line type and line width Selecting several drawn elements Deleting a drawn element Saving window settings Working with a Detached Monitor Saving settings Saving settings for autostart Update types for realtime information Realtime display Periodic update What is a sliding window? Calculations How are average values calculated? What is TSF and how is it calculated? What is the DTSF and how is it calculated? What is wait time? Acceptance Level Supervision: Reporting module 277 What is Reporting? Report data Advantages of reporting Features Who collects the data? What reporting types are available? What kinds of reporting are available? For whom can you enable reporting? Which time settings are possible? How can you present reporting? How can you output reports? Reporting method Interval-based reporting Back office reporting Which reporting method is active? Conditions for calls and conversations Times Number Calculations Average values Maximum values Example 1: Simple report calculation Prerequisites for example Illustration of example Counters for example Table for example Example 2: Reporting for ring time, call, established call and conversation time Prerequisites for example Illustration of example Counters for example Table for example 2 in interval reporting Table for example 2 in back office reporting Reporting counters that only count on Integral Enterprise, I55 PBXs Line reporting System reporting Counters that count calls to busy subscribers Contents User Manual CIE 3.3 User Interface

11 Counters that count rejected calls Different counting methods for external and internal call distribution on Integral Enterprise, I55 PBXs Counters that only count for internal call distribution on Integral Enterprise, I55 PBXs Reporting counters that count only during external call distribution Reporting counters that count differently depending on the distribution Cross-checking reporting counters Counters for topic reporting Counters for agent groups Counters for agents Features of reporting No difference between interval-based and back office reporting Availability of reporting counters Maximum time to accept Processing time Default for processing time Wait time Service-oriented topic counter Handling time (processing time) Number of s from point of view of user service factor Topic counters for internal workflow Opening reporting Necessary privileges Reporting counters Opening reporting Icons on the task bar Views in reporting View: File View Illustration of areas Title bar Tool bar Folders and reporting files Pop-up menus in the File View View: Inspector Illustration of areas Title bar Tool bar Elements Reporting Element properties Element: Basic data Element: Logo Element: Label Element: Table Element: Pie chart Element: 3D pie chart Element: Line graph Element: Bar chart Element: Dividing line Explanations of pie charts and 3D pie charts Pie chart or 3D pie chart for an agent Pie chart or 3D pie chart for a topic General properties of reporting General tab Settings Presentation tab Color selection Properties of a reporting element User Manual CIE 3.3 User Interface Contents 11

12 Overview of reporting elements and possible properties Settings tab Tab: Period Tab: Output Tab: Counters Tab: Reporting type (agent example) Generating reports Generating new reports Editing reports Configuring basic data Inserting and editing labeling elements Inserting and editing a Table element Inserting and editing a Pie chart element Inserting and editing a Line graph element Inserting and editing a Bar chart element Changing the position of an element Changing the size of an element Deleting an element Editing folders and reports Renaming Duplicating Deleting Refreshing views Changing assignment (private, public) Generating and viewing reports Limitation Generating reports Generating reports in the workspace Viewing reports as a full screen Generating automatic reports Prerequisite Generating automatic reports Example for Automatic Statistics Exporting reporting data Output media File names Export folder Exporting reports Tips and tricks: Supervision reports Using macros for Excel Supervision: Agent Evaluation 337 Agent Evaluation module What is Agent Evaluation? Opening the Agent Evaluation module Creating an agent report Tabular display Paging through information Supervision: Contact Evaluation 341 Contact Evaluation module What is Contact Evaluation? Areas of application for Contact Evaluation Opening Contact Evaluation Creating a contact evaluation Paging through information Export Tabular display Tabular display: details Contents User Manual CIE 3.3 User Interface

13 Administration: UI Configuration module 349 Structure of the UI configuration module Opening the UI Configuration module UI Config Control interface UI Config Control view Opening the UI configuration Updating the view Settings for system, profile and agent Configuring the contact bar Configuring the cockpit bar Configuring the home module Configuring the Telephony module Adding Autostart realtime information Configuring the status bar Selecting an Active View Configuring Colors for Keys and Pie Charts Administration: additional modules 358 Administration task bar Prerequisite Administration task bar Overview of additional modules Configuration module Task Flow Editor module IVR-Editor module Dialer module Wallboard module Protocol module UMR admin module Textblock admin module Address book admin module Additional information Glossary of Terms 367 Index 371 User Manual CIE 3.3 User Interface Contents 13

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15 About this manual Overview: About this manual Questions about this manual This section contains useful information about this manual. It answers some of the questions you may have regarding the manual. You also learn how to print this manual. Before you start reading you might have questions regarding this document. In this section, we answer some of those questions. Who is part of the target group? These instructions are intended for persons working with the CIE UI (User Interface) application or wanting to learn about its individual features. It makes no difference whether you are using this document in printed or online form. Use these instructions as you see fit, for reference purposes or to get to know the possibilities CIE UI offers. Please note that as a user you might have different privileges. To be able to use all functions of the CIE UI application, you either need to have the respective privileges or sign on as a specific user with the respective password. What kind of information is provided? These instructions contain all necessary information on how to use and operate the CIE UI application. User Manual CIE 3.3 User Interface About this manual 15

16 What kind of information is not provided? This document does not provide information on the installation and commissioning of the CIE UI application. You can find information about other modules in the CIE system in the corresponding documents. How is this manual organized? The structure of this document provides a systematic introduction to the use of the CIE UI application. Once you have read a few pages, you will notice that the topics are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, Instructions follow the prerequisites or necessary skills. An illustration or example further clarifies the topic. Which edition are you reading? The following table lists information about this edition: Compiled on: September 16, 2015 Based on: Editors: Available as: CIE UI application Andreas Marquardt Online Help Acrobat Reader file What has changed since the last edition? The following table shows the history of this document. Version Date Changes /26/2009 Final version 1.1 SP2 01/18/2010 Agent values, topic values /17/2010 CIE /20/2011 UI-Configuration Update profile 2.0 SP1 04/06/2011 to contact Call list for topic: remove Always on top Autostart realtime information /23/2011 Modul Protocol in Administration Name of export file with date and time In the foreground with dialer calls Copy realtime information sheet Turn off flashing of the taskbar on realtime information alarms Generating reports in the workspace Realtime information Pause / End pause ACW Agent history 3.0 7/18/2012 Realtime information: Chat Modul Chat 16 About this manual User Manual CIE 3.3 User Interface

17 Version Date Changes /07/2012 Chat Shortkeys Customer history view chat Telephone status for telephone group Functions for chat progress States for telephony, and chat Protocol module privileges 3.1 7/17/2013 Functions in symbol bar Remote functions Default monitors /27/2014 Symbols Out of service and call diversion set in Agent status Renamed realtime information Coaching not for IPO Send automatic report as an Realtime information only for authorized If you do not answer a call Call recording pause /16/2015 CIE 3.3, corrections Where can you find additional information? This document describes necessary knowledge and prerequisites you need to operate the CIE UI application. You can find additional information about the CIE system in the user manuals of the other CIE modules. Like this document, you can use these documents online or in printed form. User Manual CIE 3.3 User Interface About this manual 17

18 How do you get a printed copy? Perhaps you would rather read this manual on paper than on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual. The manual is printed in A4 format. When printed, the manual has around 344 pages. Prerequisites The following conditions must be met if you want to print this document. You need the CIE DVD. An Acrobat Reader of at least Version 9 or higher must be installed on your PC. You can find the respective software on the DVD. A graphics-capable printer must be connected to your PC. Printing the manual You want to print this document. 1. Insert the CIE DVD into the DVD drive in your computer and in the Windows Explorer open the doc folder on the DVD. 2. Double-click the cie_33_userinterface_en.pdf. The Acrobat Reader application opens displaying this document. 3. In Acrobat Reader open the File menu and select Print. The file is printed. Problems when printing If you cannot print the document, please consult your system administrator. Your system administrator can print a copy for you. 18 About this manual User Manual CIE 3.3 User Interface

19 Getting to know the application What is the purpose of the CIE UI application? The CIE UI is the switchboard for all actions in the CIE system. All other modules required for a CIE system are integrated into this application. You can start these modules and use their functions. You or your system administrator can set up the CIE UI application based on your needs to enable you to access the required modules and areas. The full scope of the CIE UI application lets you configure, manage, make calls, monitor, create reports, edit s and set up the CIE UI application as required. CIE stands for Customer Interaction Express. What is CIE UI? You use the CIE UI application in a CIE system for the following functions. The functions are divided into the following three topic areas. Note that you do not have to enable all topic areas and all modules. Customer service modules Customer service includes the following modules. For more information on the modules, see the documentation. Home Telephony Chat Supervisor modules As a supervisor, you work with the following modules. For more information on the modules, see the documentation. Realtime information Reporting Agent Evaluation Contact Evaluation User Manual CIE 3.3 User Interface Getting to know the application 19

20 Administration modules Administration includes the following modules. For more information on the modules, see the documentation for the module or the Online Help. Configuration (separate documentation) UI Configuration Task Flow Editor (separate documentation) IVR-Editor (separate documentation) Dialer (separate documentation) Wallboard (separate documentation) Protocol UMR administration (separate documentation) Textblock administration (separate documentation) Address book administration (separate documentation) Manifold customization options Thanks to the large number of modules you have countless options in a CIE system. The CIE UI application is flexible enough to let you set it up based on the needs and requirements of your work. You can customize any number of windows. To customize a window means that you arrange available CIE UI elements on an interface. You usually arrange one or more windows so that you can operate necessary functions quickly and simply. You can configure the application for yourself and for others. This means that your supervisor or system administrator configures the CIE UI application especially for you. As an agent, you then use those functions. Displays In addition to the functions, you also have access to additional displays that provide necessary information. For example, you receive warnings to let you react to changes quickly. Privileges Privileges determine whether you can use a function or module in the CIE UI application. The system administrator can assign privileges to each agent based on his assignment. You then have access to the relevant functions based on the privileges defined for you. For information on your configuration, contact your system administrator. For more information on privileges, see the documentation or Online Help for the Configuration module. 20 Getting to know the application User Manual CIE 3.3 User Interface

21 Which topics do you, the user, have to read? Because the CIE system has an abundance of features, this documentation is very extensive. As an individual user, you do not need all of the topics in this user manual. To spare you from having to read all of the topics, here is a list of the topics you need for your work. Which types of users are there? The following different users work with the CIE application. Agent Supervisor Administrator There are also users who use not one, but several different applications, e.g., Agent/Administrator or Supervisor/Administrator. The appropriate privileges are defined for these users. Read the associated topics for more information. Agent As an agent, you work in the area of customer service. You make calls and answer s. If specific privileges are enabled, you can also customize your own user interfaces. In order to be able to work as an agent, you must read the following topics. Getting to know the appplication Customer service: Home module Customer service: First screeen module Customer service: Chat module Structure of the contact bar Making calls Entering a job code Using ACW Information messages module User Manual CIE 3.3 User Interface Getting to know the application 21

22 Supervisor As a supervisor, you work primarily in the area of supervision. You monitor and supervise the agents. You customize the different realtime information types and create statistics. In order to be able to work as a supervisor, you must read the following topics. Getting to know the appplication Customer service: Home module Configuring home realtime information Customer service: First screeen module Configuring Telephony realtime information Making calls Supervision: Realtime information module Supervision: Reporting module Supervision: Agent Evaluation Supervision: Contact Evaluation Administrator As an administrator, you work in the area of administration. You configure the various modules of the CIE application. In order to be able to work as an administrator, you must read the following topics. Getting to know the appplication Administration: UI Configuration module The following modules have their own documentation. Configuration Task Flow Editor IVR Editor Dialer Wallboard Text Block Admin Address Book Admin You can obtain relevant information by accessing the online Help in the modules. 22 Getting to know the application User Manual CIE 3.3 User Interface

23 Starting, pausing and exiting the application You must log in before you can use the CIE UI application. Please note the prerequisites that must be met before you can use the CIE UI application. Which prerequisites must be met before you can use the CIE UI application? The following prerequisites must be met if you want to use all functions of the CIE UI application. The CIE server must already be configured by your system manager. The necessary connection settings must have been entered for your CIE system during installation. As authorized agent (user), your system administrator provided you with an agent name and personal password. You need both for login. You need to have the respective privileges. Which privileges do you have as an agent in the CIE UI application? Your system administrator determines your privileges in the CIE UI application. You cannot use a function if you do not have the necessary privilege. The CIE UI application does not offer the respective commands if you do not have the privileges. Choose a terminal Optionally it can be adjusted that you must select a terminal when logging in. 1. A list shows all configured terminals. 2. Choose a telephone. Starting with the Taskbar Proceed as follows to log in on the CIE system and to start the CIE UI application. 1. Click Start. 2. Point to All Programs. 3. Point to Avaya CIE. 4. Click the Contact Center User Interface icon. 5. The application starts. Log in. User Manual CIE 3.3 User Interface Getting to know the application 23

24 Starting with the Windows User Account The CIE UI application can be configured so that you can log in automatically with your Windows user account. No login screen will appear when you start the program. This function is also called a single sign-on (SSO) or one-time login. Prerequisites Note Your system administrator has configured the Automatic Login through Windows User Account option for you. You are logged in to Windows as the corresponding user. Windows user names and names in the CIE system do not have to be identical. However, the same name is generally used. Taking a break You can stop working with the CIE system to take a break. The supervisors will be notified of your break status. When you take a break, you will not receive any new calls via call distribution. The status (active or On break) of the task types (Telephony or ) is displayed individually for each task type in the Break dialog. The break is always initiated or ended for both task types at the same time. If this is not possible, you can click Break (End break) again for the task type that is still active (or on break) to start (end) the break individually. Starting a break You want to stop working with the CIE system temporarily. 1. Click the symbol in the menu bar. 2. Choose Break Time. The Break Time dialog opens. 3. If break codes are defined in the Configuration module, a list of break codes appears in the Break Time dialog. Select a break code. 4. Click Break Time. 5. The break is indicated by a red coffee cup on the status bar. Ending a break You want to resume work after a break. 1. Click the symbol in the menu bar. 2. Choose Break Timeicon on the tool bar. The Break Time dialog opens. 3. Click Off Break TIme. 4. You can now work in the CIE system again. When is a break denied? A sign-off prevention quota can be configured for an agent group. This quota defines how many agents must remain signed on to the agent group. Only as 24 Getting to know the application User Manual CIE 3.3 User Interface

25 many agents as permitted by the quota can sign out. Additional agents in this agent group may not sign out or take a break. If the sign-off prevention quota is reached, the CIE system denies your break. Because the break function depends on the task type, you may be able to initiate a break for the task, for example, but not for Telephony. You will receive a message to this effect and can try again later to start a break for the Telephony task type. User Manual CIE 3.3 User Interface Getting to know the application 25

26 Initiating a Break during the Wrap-up Time You are in the wrap-up time and would like to take a break afterwards. ACM PBX 1. Click the icon during the wrap-up time. 2. Choose Break Time. The Break Time dialog opens. 3. Click Break Time. The break is immediately activated. Integral Enterprise, I55 PBX 1. Click the icon during the wrap-up time. 2. Choose Break Time. The Break Time dialog opens. 4. Click Break Time. The pause has been prepared dialog appears. 5. The break is activated one you have ended the wrap-up time. Attention: You cannot end a prepared break. End an activated break as usual. Logging out When you finish your work in the CIE system, log out. You can then exit the application if necessary. Restriction You cannot log out during a call. Logging out 1. Click the Exit icon on the tool bar. You are prompted. 2. Click OK. You have exited the CIE UI application. You are no longer available as an agent. 3. The Login screen opens to let you or another user log in again. Exiting the application To end your work in the CIE system, log out first. Then exit the CIE UI application. Exiting the application directly 1. Select Exit from the File menu. You are prompted. 2. Click OK. You can also use the title bar. You have exited the CIE UI application. Logging out and exiting the application 1. Select the Logout icon on the tool bar. You are prompted. 2. Click OK. You have closed the CIE UI application. You are no longer available as an agent. 3. Click Exit to close the application. 26 Getting to know the application User Manual CIE 3.3 User Interface

27 Changing the password If you are an agent with the Change password privilege, you can change the password at any time. Password conditions The password must contain at least eight characters. To keep the password secret, an asterisk (*) is displayed for each digit when the password is entered. For security reasons, there is no default password. You must enter a password. You can use the following types of characters in the password: Lower case letters Upper case letters Digits Special characters You must use characters from at least two of these groups. Sample password MyPassword_01 This example uses characters from all groups. Changing the password Proceed as follows to change the password. 1. Click Change password in the File menu. The Change password dialog opens. 2. Enter the old password and the new password and confirm the new password. 3. Click OK. Changing the PBX password If your password for the terminal (telephone) is not set or it is wrong, then you are not logged in at the terminal. You can change the PBX password. Changing the password Proceed as follows to change the password. 1. Click Change PBX password in the File menu. The Change PBX password dialog opens. 2. Enter the old password and the new password and confirm the new password. 3. Click OK. Changing the alias If you are an agent with the Change alias privilege, you can change the alias at any time. The pseudo-name is used for anonymous statistics. Changing the alias User Manual CIE 3.3 User Interface Getting to know the application 27

28 Proceed as follows to change the alias. 1. Click Change alias in the File menu. The Change alias dialog opens. 2. Please enter your new alias. 3. Click OK. 28 Getting to know the application User Manual CIE 3.3 User Interface

29 Structure of the CIE UI application Like other Windows applications, the CIE UI application has menus, commands, a title bar, a tool bar, and a status bar. Title bar The title bar shows the icon and the name of the application. You can minimize, maximize or close the CIE UI application. Application icon The following icon is used for the CIE UI application. You can find this icon on the title bar of the CIE UI application. Menu bar The menu bar shows the File, Edit, View, Go to, and Help menus. The Menu bar shows the following information. Illustration How long you have been signed on. Counts only the current state. The time is not stored. If you exit the application and login again the time starts with 0. How long you were in Break mode. Counts only if you are in Break mode for all task types (Telephony, , Chat). The time is not stored. Status of the logged in agent (Telephony). Status of the logged in agent ( ). Status of the logged in agent (Chat). Name of the logged in agent. Which telephone is configured. The area shows the Menu bar without menus. User Manual CIE 3.3 User Interface Getting to know the application 29

30 Menus and commands Opening a menu You have different options for opening a menu. Click the appropriate menu. Press F10 and use the cursor to navigate. Press Alt and use the cursor to navigate. File menu commands The following table lists the commands and functions of the File menu. Command Function Exit Exits the CIE UI application. Change password Changes the password Change alias Changes the alias Commands of the Edit menu The commands of the Edit menu are only activated in the following areas. Realtime information File View Reporting File View Telephony File View Commands of the Edit menu The following table shows the commands and functions of the Edit menu. Command Function Cut Removes the selected element. Copy Copies the selected element. Paste Pastes the copied element. Commands of the View menu The following table lists all commands and functions of the View menu. Command Function Show Contact Bar Only Shows only the contact bar. Commands of the Go to menu The following table lists the commands and functions of the Go to menu. Command Function 1 Home Shows the Home area. 2 Telephony Shows the Telephony area. 3 Shows the area. 4 Chat Shows the chat area. 5 Realtime information Shows the Realtime information area. 6 Reporting Shows the Reporting area. 7 Agent Evaluation Shows the Agent Evaluation area. 8 Contact Evaluation Shows the Contact Evaluation area. 30 Getting to know the application User Manual CIE 3.3 User Interface

31 Command Function 9 Configuration Shows the stand-alone Configuration module. 10 UI Config Shows the UI configuration area. 11 Task Flow Editor Shows the stand-alone Task flow editor module. 12 IVR-Editor Shows the stand-alone IVR editor module. 13 Dialer Shows the stand-alone Dialer module. 14 Wallboard Shows the stand-alone Wallboard module. 15 Protocol Shows the Protocol area. 16 UMR admin Shows the administration module. 17 Textblock admin Shows the Text block administration module. 18 Address book admin Shows the Address book configuration module. Commands of the Help menu The following table shows the commands and functions of the Help menu. Command Contents About MainFramework Additional menus Function Shows the Help contents. Shows information about the CIE UI application. The following table shows the application-based menus that appear in the respective modules. Menu Home Telephony Realtime information Function Shows the Home menu in the Home module. Shows the Telephony menu in the Telephony module. Shows the Realtime information menu in the Realtime information module. Note: Some modules have their own menus within the module. User Manual CIE 3.3 User Interface Getting to know the application 31

32 Info Area After starting the CIE UI application, the (Customer Interaction Express) icon will appear in the Windows taskbar. Functions You can use the following functions with the right mouse button: Menu Function Restore AutoStart monitors Restores the AutoStart monitors. Logout When you want to finish your work in the CIE system, log out. You can then exit the application if necessary. Exit Example of a Task Bar Section Stops your work in the CIE system. States for telephony, and chat The tool bar shows for telephony, and chat the following states. The state is valid for the corresponding task type. Icon Presentation Explanation Red circle with No connection to the task server. an x Gray circle with An agent is not logged in. an x Yellow circle An agent is logged in but is not signed on to any agent group. Green circle An agent is logged in but is not signed on to all agent groups. Green circle with checkmark Gray cup An agent is logged in and is signed on to all agent groups. An agent is logged in and a break is prepared. Red cup An agent is logged in but is on break. Depending on the state, you can use the following functions. Sign in agent group Sign off agent group Sign in all agent groups Sign off all agent groups Log in for a task-type (example chat) Log out for a task-type (example ) 32 Getting to know the application User Manual CIE 3.3 User Interface

33 States for telephony, and chat The tool bar shows for telephony, and chat the following states. The state is valid for the corresponding task type. Icon Presentation Explanation Red circle with No connection to the task server. an x Gray circle with An agent is not logged in. an x Yellow circle An agent is logged in but is not signed on to any agent group. Green circle An agent is logged in but is not signed on to all agent groups. Green circle with checkmark Gray cup An agent is logged in and is signed on to all agent groups. An agent is logged in and a break is prepared. Red cup An agent is logged in but is on break. Depending on the state, you can use the following functions. Sign in agent group Sign off agent group Sign in all agent groups Sign off all agent groups Log in for a task-type (example chat) Log out for a task-type (example ) User Manual CIE 3.3 User Interface Getting to know the application 33

34 Taskbar You can show or hide the Taskbar with the areas are displayed on the Taskbar. Customer service Supervision Administration Illustration The highlighted area shows the Taskbar. Taskbar icon. The following task Customer service task areas The following table shows the modules of the Taskbar in the Customer service task area. Icon Module Explanation Home Additional information for an agent Telephony Telephony area of the agent area of the agent Chat Chat area of the agent 34 Getting to know the application User Manual CIE 3.3 User Interface

35 Supervisor task area The following table shows the modules of the Taskbar in the Supervisor task area. Icon Module Explanation Realtime information For viewing realtime information Reporting Agent Evaluation Contact Evaluation For evaluation of statistical data (counterbased) For evaluation of agentrelated statistical data; not telephony- or based For evaluation of contactrelated statistical data (individual contacts). Administration task area The following table shows the modules of the Taskbar in the Administration task area. Icon Module Explanation Configuration For configuring objects in the CIE system UI configuration For configuring elements and areas in the UI Task Flow Editor For creating call flow sets and flow sets IVR-Editor For creating IVR scripts Dialer For creating campaigns and jobs Wallboard For configuring external displays Protocol For application messages User Manual CIE 3.3 User Interface Getting to know the application 35

36 Icon Module Explanation UMR admin For configuring the UMR system Textblock admin For creating text blocks Address book admin For configuring address books Cockpit bar You can show or hide the cockpit bar with the Cockpit bar icon. The cockpit bar shows different displays about agent groups, topics, and Favorites. Work area The work area displays the different applications (modules). The highlighted area shows the work area. 36 Getting to know the application User Manual CIE 3.3 User Interface

37 Using the Help function The CIE UI application provides a Help function. The online documentation is presented with Windows software. Starting the Online help contents You want to read the contents of the Online help. 1. Select Contents from the Help menu. The Online help opens. 2. Click an entry for additional information. Help during operation You can open Help information for each command and dialog. 1. A dialog is open. Press the F1 key. The Online help opens. Searching for a certain term You want to search for a certain term. 1. Select Contents from the Help menu. The Online help opens. 2. Click the Find tab. 3. Enter a term in the search box. All matches are displayed. 4. Click an entry for additional information. User Manual CIE 3.3 User Interface Getting to know the application 37

38 Cockpit bar You can display the following areas on the cockpit bar. Agent group realtime information Realtime information for topics Realtime information for Favorites You can configure what you want to display. Agent group realtime information Agent group realtime information show how many agents are signed on to an agent group. In the cockpit bar configuration, thresholds are defined indicating how many agents must be signed on before a warning or alarm is displayed. Different icons and colors indicate whether enough agents are signed on. Display types There are two ways to display agent groups. With the first display type, you can sign on to or out of the relevant agent group by clicking the icon. The first display type: Shows the name of the agent group The icon on the left stands for the Telephony task type The icon on the right stands for the task type The second display type (LED) shows: Telephony or task type Icons for the agent groups Example for agent groups The following illustration shows an example of the cockpit bar for agent groups. Agent groups Switchboard AG1 AG2 38 Getting to know the application User Manual CIE 3.3 User Interface

39 Icons on the cockpit bar The cockpit bar icons are explained in the following table. Icon Presentation Function Green square Green square with check mark Indicates that enough agents are signed on for this agent group. Indicates that enough agents are signed on for this agent group. The check mark indicates that the agent is signed on to this agent group. Yellow triangle Indicates that the number of signed on agents has fallen below the warning threshold for this agent group. Yellow triangle with check mark Red circle Red circle with check mark Telephone receiver Letter Realtime information Indicates that the number of signed on agents has fallen below the warning threshold for this agent group. The check mark indicates that the agent is signed on to this agent group. Indicates that the number of signed on agents has fallen below the alarm threshold for this agent group. Indicates that the number of signed on agents has fallen below the alarm threshold for this agent group. The check mark indicates that the agent is signed on to this agent group. Indicates the Telephony task type Indicates the task type The queue load for each topic is displayed graphically as a colored bar chart. The color of the bar changes based on the current load. Example for topics The following illustration shows an example of the cockpit bar for topics. Topics Topic 1 Topic 2 Topic 3 User Manual CIE 3.3 User Interface Getting to know the application 39

40 Icons on the cockpit bar The following information is displayed. Icon Presentation Function Telephone Letter Yellow clock Red clock Green bar Yellow bar Red bar Favorites Indicates the Telephony task type Indicates the task type Service level: If the value has fallen below the warning threshold, the clock appears yellow. Service level: If the value has also fallen below the lower threshold for alarm, the color of the clock changes to red. If the queue load is below the increased threshold, the bar is green. If the increased warning threshold has been exceeded, the bar appears yellow. If the upper warning threshold has also been exceeded, the color of the bar changes to red. Favorites show links to Internet pages, external documents, or integrated application pages. If you click the link, the pages or documents will be displayed in a new window. Example for Favorites The following illustration shows an example of the cockpit bar for Favorites. Favorites Avaya Documentation.pdf Agent.doc Tooltip A tooltip on the cockpit bar shows information about agent groups and topics. Information The tooltip shows the following information. Displays Name of the agent group (for agent groups only) Realtime information News Alarm value Warning value 1. To display a tooltip, briefly hover the mouse pointer over an icon. 40 Getting to know the application User Manual CIE 3.3 User Interface

41 Configuring your own cockpit bar If you are an agent with the Change own cockpit bar privilege, you can configure your own cockpit bar. Proceed as follows to configure the cockpit bar. 1. Right-click in the cockpit bar. 2. Select Configure. The Cockpit bar configuration dialog appears. 3. You can now select your agent groups, topics, and Favorites. 4. Enter the settings. 5. Click OK. Cockpit bar configuration dialog The following table shows the settings for the Cockpit bar configuration dialog. C Settings Agent group Topic Favorites Edit Up Down Remove OK Cancel Selected elements Explanation You use the Agent group key to open the Agent group selection dialog. You can select an agent group. You use the Topic key to open the Topic selection dialog. You can select a topic. With the Favorites key, you open a dialog by entering a file name or URL. With the Edit key, you can edit selected agent groups, topics, and Favorites. You can move the selected elements up using the Up button. You can move the selected elements down using the Down button. You can remove the marked elements from the selected elements with the Remove button. Use the OK button to exit the dialog and save your settings. Use the Cancel button to close the dialog without saving your changes. Displays the selected agent groups, topics, and Favorites in a list. For agent groups and topics, the selected Telephony and mode is displayed. For Favorites, the URL is displayed. User Manual CIE 3.3 User Interface Getting to know the application 41

42 Configuring the cockpit bar for other agents If you have the Cockpit bar configuration privilege, you can configure a cockpit bar for yourself and other agents. Proceed as follows to configure the cockpit bar. 1. In the Taskbar or the Go to menu, select the UI Config. module. 2. Double-click an agent, for example. The UI configuration for agent "name" dialog is displayed. 3. Click the Cockpit bar tab. 4. You can now select your agent groups, topics, and Favorites. 5. Enter the settings. 6. Click OK. Configuring realtime information for agent groups on the cockpit bar How do I select agent groups for the cockpit bar? Proceed as follows to configure agent groups for the cockpit bar. 1. Click Agent group in the Cockpit bar configuration dialog. The Agent group selection dialog opens. 2. Select an agent group. The Settings for AG Realtime Information dialog appears. 3. Select whether to show the display as an LED. 4. Enter the thresholds for warning and alarm. You must enter a whole number value. 5. Click OK to finish the configuration. 42 Getting to know the application User Manual CIE 3.3 User Interface

43 Agent group realtime information settings You must define the following settings in the AG realtime information settings dialog. Settings Agent group Display as LED Telephony and Warning thresholds Explanation Shows the name of the agent group. Selects whether the agent group should be displayed only as an LED. Shows the Telephony and task type. The warning threshold indicates how many agents must be signed on. If this threshold is not reached, a warning is displayed. A warning is indicated by a (yellow triangle) icon. Alarm thresholds Cancel OK The alarm threshold indicates how many agents must be signed on. If this threshold is not reached, an alarm is displayed. An alarm is indicated by a (red circle) icon. The value for alarm must always be smaller than the value for warning. Use the Cancel button to close the dialog without saving your changes. Use the OK button to exit the dialog and save your settings. Configuring topic realtime information on the cockpit bar How do I select topics for the cockpit bar? Proceed as follows to configure topics for the cockpit bar. 1. Click Topic in the Cockpit bar configuration dialog. The Topic selection dialog opens. 2. Select a topic. The Topic realtime information settings dialog is displayed. 3. Enter the display range for the queue load and the warning and alarm thresholds. You must enter a whole number value. 4. Enter the warning and alarm thresholds for the service level. You must enter a whole number value. When entering a time, you must enter the value in seconds, e.g., for 4 minutes, you must enter 240 seconds. 5. Click OK to finish the configuration. User Manual CIE 3.3 User Interface Getting to know the application 43

44 Topic realtime information settings You must define the following settings in the Topic realtime information settings dialog. Settings Topic: Telephony and Queue load Display range from...to Warning thresholds Alarm thresholds Explanation Shows the name of the topic Shows the Telephony and task type Enter the display range. The warning threshold indicates the number of calls in the queue that triggers a warning. A warning is indicated by a yellow bar ( ). The alarm threshold indicates the number of calls in the queue that triggers an alarm. An alarm is indicated by a red bar ( ). The value for alarm must always be larger than the value for warning. Service level Warning thresholds Enter a percent value for the TSF, e.g., 80. A warning is indicated by a yellow clock. Alarm thresholds Cancel OK Related topics Enter a percent value for the TSF, e.g., 40. An alarm is indicated by a red clock. The value for alarm must always be lower than the value for warning. Use the Cancel button to close the dialog without saving your changes. Use the OK button to exit the dialog and save your settings. For further information, please refer to the following topics: What is TSF and how is it calculated? 44 Getting to know the application User Manual CIE 3.3 User Interface

45 Configuring Favorites on the cockpit bar How do I select Favorites for the cockpit bar? Proceed as follows to configure the cockpit bar. 1. Click Favorites in the Cockpit bar configuration dialog. 2. Enter the name to be displayed. 3. Enter the file name or URL. 4. Click OK to finish the configuration. Favorites settings You can configure Favorites in a dialog. The following table shows which settings you must define. Settings Text Link Explanation Enter the name to be displayed, e.g., Avaya. Select the desired option and enter a link to a file name, realtime information display, URL, or realtime information sheet. Click the Select button to open a selection window. Cancel OK Use the Cancel button to close the dialog without saving your changes. Use the OK button to exit the dialog and save your settings. User Manual CIE 3.3 User Interface Getting to know the application 45

46 Signing on to or out of from agent groups If the Automatic login privilege is set up for you, then you are automatically signed on to the agent groups assigned to you when you log in. If this privilege is not set up, you can sign on manually. You can create different profiles for signing on agent groups. You can sign out of the agent groups. Select AG The Agent group selection dialog contains the following icons. Icon OK Cancel Function Saves the current settings as a profile. Deletes the current profile. In the check boxes beneath the telephone icon, you can select which agent groups you will sign on to in the Telephony work area. In the check boxes beneath the letter icon, you can select which agent groups you will sign on to in the work area. In the check boxes beneath the chat icon, you can select which agent groups you will sign on to in the chatwork area Use the OK button to exit the dialog and save your settings. Use the Cancel button to close the dialog without saving your changes. 46 Getting to know the application User Manual CIE 3.3 User Interface

47 Signing on to agent groups Selecting agent groups Proceed as follows to sign on to an agent group. 1. Click Select AG. The Agent group selection dialog appears. 2. Select the required agent groups. 3. Click OK. You are signed on to the selected agent groups. Selecting all agent groups Proceed as follows to sign on to all agent groups displayed. 1. Click Select AG. The Agent group selection dialog appears. 2. Click the (telephone receiver) icon. All agent groups are selected. 3. Click OK. You are signed on to the selected agent groups. Using the lasso function You can also use the lasso function. Hold down the mouse key and drag the lasso around the options you want to select. Selecting a profile 1. Click Select AG. The Agent group selection dialog appears. 2. Select a profile. 3. Click OK. You are signed on to the selected agent groups. Using the cockpit bar If agent groups are displayed on the cockpit bar, you can sign on directly. 1. On the cockpit bar, click the icon (, or ) for the agent group. 2. You are signed on to the agent groups. User Manual CIE 3.3 User Interface Getting to know the application 47

48 Signing out of agent groups Selecting agent groups Proceed as follows to sign out of an agent group. 1. Click Select AG. The Agent group selection dialog appears. 2. Clear the selected agent groups. 3. Click OK. You are signed out of the agent groups. Selecting all agent groups Proceed as follows to sign out of all agent groups displayed. 1. Click Select AG. The Agent group selection dialog appears. 2. Click the (telephone receiver) icon. All agent groups are deselected. 3. Click OK. You are signed out of the selected agent groups. Using the cockpit bar If agent groups are displayed on the cockpit bar, you can sign out directly. 1. On the cockpit bar, click the icon (, or ) for the agent group. 2. You are signed out of the agent groups. 48 Getting to know the application User Manual CIE 3.3 User Interface

49 Working with profiles What is a profile? To keep from always having to select the same agent groups, you can use profiles. A profile always selects specific agent groups while leaving the other agent groups deselected. For example, you could have a profile for working during the day and another for the night shift. You can create any number of profiles. We recommend choosing a name for the profile that indicates the purpose of the profile. Creating a profile Proceed as follows to create a profile. 1. Click Select AG. The Agent group selection dialog is displayed. 2. Select the agent groups. 3. Click (New). The Save configuration dialog appears. 4. Enter a name for the configuration (profile). 5. Click OK. Deleting a profile Proceed as follows to delete a profile. 1. Click Select AG. The Agent group selection dialog is displayed. 2. A selection field shows the configured profiles. 3. Select a profile. 4. Click (Delete) to delete the current profile. 5. Click OK. User Manual CIE 3.3 User Interface Getting to know the application 49

50 Displaying information about the CIE UI application You can display information about the manufacturer and the program version. What information about MainFramework does the About dialog show? The About MainFramework dialog shows the following information. This dialog shows the icon, the name, and the version of the Customer Interaction Express User Interface application, as well as the copyright. Displaying information You need information about the CIE UI application. 1. Select About MainFramework from the Help menu. The About MainFramework dialog opens. 2. You cannot change these settings. Click OK to close the dialog. 50 Getting to know the application User Manual CIE 3.3 User Interface

51 Customer service: Home module Structure The Home module lets you view information on the CIE system. You can configure the Home module as required based on your privileges. Icons in the Taskbar The Home module is represented in the Taskbar with the following icon. General structure For information about the general structure, see the topic: Structure of the CIE UI application Menu bar If you have the relevant privileges, the Home menu appears in the menu bar. User Manual CIE 3.3 User Interface Customer service: Home module 51

52 Requirements: Privileges You need the necessary privileges to be able to use the Home module. Your system administrator defines privileges in the Configuration module. Select Own home file privilege If you have the Select own home file privilege, you can see the Select home file command and you can select a configured Home file. Home configuration privilege If you have the Home configuration privilege, the File View, Inspector, Preview and Default View commands are displayed, and you can configure home realtime information. Available Home menu commands The following table shows the commands and functions of the Home menu. Command Necessary privilege Function Select home file Select own home file You can select a home file. File View Home configuration Toggles to the Home File View. Inspector Home configuration Toggles to the Home editing area. Preview Home configuration Toggles to the Home preview. Default View Home configuration In the default view you see the realtime information that has been configured for and assigned to you. 52 Customer service: Home module User Manual CIE 3.3 User Interface

53 Home realtime information view Home realtime information provide information about the status of objects in the CIE system. Some object states can be monitored in real time, others are updated periodically. The states are displayed alphanumerically, graphically or in tabular form. Views in the Home module The Home module has three different views. View Home - File View Home Inspector Preview Default View Function Folders for home realtime information and the associated realtime information files are displayed in the File View. You need the File View to begin editing the realtime information files. See also: topic Realtime information module File View You create and edit home realtime information in the Home Inspector view. See also: topic Realtime information module Inspector view You view the realtime information in the Preview view. See also: topic Realtime information module view: Viewer The default view displays the realtime information configured and assigned for you. Home File View tool bar You will find the following additional icons in the Home work area of the Home tool bar. Icon Name Function New folder Creates a new folder. New file Edit Duplicate Delete Preview Creates new home realtime information. The selected realtime information file is displayed in the Inspector view. Copies realtime information. Deletes the selected realtime information or folder. It is also possible to delete several files at once. The selected realtime information file is displayed in the Preview view. User Manual CIE 3.3 User Interface Customer service: Home module 53

54 General properties of home realtime information In Home Inspector view, you set the grid, presentation, default type, and size of work area in the general properties for home realtime information in Home inspector. A home monitor can consist of several pages. Each page has a tab. Right-click the tab. You can now add or delete pages. General tab You can modify the following settings on the General tab. Name You can use 29 alphanumeric characters maximum for the name of home realtime information. Size of work area You can configure the width of the work area between 160 and 3,000 points. You can configure the height of the work area between 160 and 3,000 points. Settings You can switch a grid for home realtime information on or off. You use a grid for a clearer layout of the elements. Page name You can change the name of the page. Width and height You can configure a width and height for the grid of between 2 and 50. Example 1 If you configure 2 for the width and height, for example, then a grid point is shown for every two points on the reporting. Example 2 If you configure 10 for the width and height, for example, then a grid point is shown for every 10 points in the home realtime information. Presentation tab You can specify the default settings for displaying home realtime information. You set the individual values in the element properties. Font You can configure the font, font size, and formatting. Line You can configure the line type, line width, and line color. 54 Customer service: Home module User Manual CIE 3.3 User Interface

55 Background You can select a background color from a palette. You can also provide an image. Configuring home realtime information If you have the Home configuration privilege, you can configure home realtime information. Working with home realtime information Proceed as follows to configure home realtime information. 1. Select File View from the Home menu. 2. Home - File View opens. 3. Configure your realtime home information. Configuring realtime information For general information about configuring realtime information, refer to the topic Supervision: Realtime information module What realtime information elements are available? You can configure the following elements for home realtime information. Element Text element Label Value element Maximum wait time(topics) [Telephony] Maximum wait time (topics) [ ] to contact Out of office notice Variable (name and value) Variable (window display) Graphics elements Image Group Pie chart Other elements Agent history Internet browser Supervisor Assistance Supervisor Emergency User Manual CIE 3.3 User Interface Customer service: Home module 55

56 Assigning home realtime information for other agents If you have the Home configuration privilege, you can assign home realtime information to yourself and to other agents. Proceed as follows to assign home realtime information to other agents. 1. In the Taskbar or the Go to menu, select the UI Config. module. 2. Select a profile or agent. The UI configuration for agent "name" or UI configuration for profile "name" dialog opens. 3. Click the Home tab. 4. Select the realtime information. 5. Click OK. 56 Customer service: Home module User Manual CIE 3.3 User Interface

57 Customer service: Telephony module Structure You use the Telephony module primarily for telephone functions. This module also displays configured information about telephone functions. Icons in the Taskbar The Telephony module is represented in the Taskbar with the following icon. General structure For information about the general structure, see the topic: Structure of the CIE UI application Menu bar If you have the relevant privileges, the Telephony menu appears in the menu bar. User Manual CIE 3.3 User Interface Customer service: Telephony module 57

58 Requirements: privileges You need the necessary privileges to use the Telephony module. Your system administrator defines privileges in the Configuration module. Select own Telephony privilege If you have the Select own Telephony privilege, you can see the Select Telephony file command and you can select a configured Telephony file. Telephony configuration privilege If you have the Telephony configuration privilege, the File View, Inspector, Preview and Default View commands are displayed, and you can configure Telephony realtime information. Commands of the Telephony menu The following table shows the commands and functions of the Telephony menu. Command Select Telephony file File View Inspector Preview Default View Necessary privilege Function Select own Telephony file Telephony configuration Telephony configuration Telephony configuration Telephony configuration You can select a Telephony file. Toggles to the Telephony File View. Toggles to the Telephony editing area. Toggles to the Telephony preview. Shows the default view 58 Customer service: Telephony module User Manual CIE 3.3 User Interface

59 Telephony realtime information view Realtime information configured for the Telephony module are displayed in the realtime information area of the Telephony module. Telephony realtime information can only be selected by an agent if the agent has the Select own Telephony files privilege. The area shows the realtime information area. The Telephony realtime information provide information about the status of objects in the CIE system. Some object states can be monitored in real time, others are updated periodically. The states are displayed alphanumerically, graphically or in tabular form. Views in the Telephony module The Telephony module has three different views. View Telephony - file view Telephony inspector Preview Default View Function Folders for Telephony realtime information and associated Telephony files are displayed in the File View. You need the File View to begin editing the Telephony realtime information files. See also: topic Realtime information module File View You create and edit Telephony realtime information in the Telephony Inspector view. See also: topic Realtime information module Inspector View You view the realtime information in the Preview view. See also: topic Realtime information module view: Viewer The default view displays the realtime information configured and assigned for you. User Manual CIE 3.3 User Interface Customer service: Telephony module 59

60 Telephony File View tool bar You will find the following additional icons on the Telephony tool bar in the Telephony module. Icon Name Function New folder Creates a new folder. New file Edit Duplicate Delete Preview Creates new Telephony realtime information. The selected realtime information file is displayed in the Inspector view. Copies realtime information. Deletes the selected realtime information or folder. It is also possible to delete several files at once. The selected Telephony file is displayed in Preview view. 60 Customer service: Telephony module User Manual CIE 3.3 User Interface

61 General properties of Telephony realtime information In Telephony Inspector view, you set the grid, presentation, default type, and size of work area in the general properties for Telephony realtime information in Home inspector. A home monitor can consist of several pages. Each page has a tab. Right-click the tab. You can now add or delete pages. General tab You can modify the following settings on the General tab. Name You can use 29 alphanumeric characters maximum for the name of Telephony realtime information. Size of work area You can configure the width of the work area between 160 and 3,000 points. You can configure the height of the work area between 160 and 3,000 points. Settings You can switch a grid for Telephony realtime information on or off. You use a grid for a clearer layout of the elements. Width and height You can change the name of the page. Width and height You can configure a width and height for the grid of between 2 and 50. Example 1 If you configure 2 for the width and height, for example, then a grid point is shown for every two points on the reporting. Example 2 If you configure 10 for the width and height, for example, then a grid point is shown for every 10 points in Telephony realtime information. Presentation tab You can specify the default settings for displaying Telephony realtime information. You set the individual values in the element properties. Font You can configure the font, font size, and formatting. Line You can configure the line type, line width, and line color. User Manual CIE 3.3 User Interface Customer service: Telephony module 61

62 Background You can select a background color from a palette. You can also provide an image. Configuring Telephony realtime information If you have the Telephony configuration privilege, you can configure Telephony realtime information. Configuring Telephony realtime information Proceed as follows to configure Telephony realtime information. 1. In the Telephony menu, select File View. 2. The Telephony - file view appears. 3. Configure your Telephony realtime information. Configuring realtime information For general information about configuring realtime information, refer to the topic Supervision: Realtime information module What realtime information elements are available? You can configure the following elements for Telephony realtime information. Element Text element Label Value element Maximum wait time (topics) [Telephony] Maximum wait time (topics) [ ] to contact Out of office notice Variable (name and value) Variable (window display) Tag (inline display) Tag (window display) Lists Calls in the queue [Telephony] Call list for topic [Telephony] Graphics elements Image Group Bar chart Maximum wait time (topics) [Telephony] Maximum wait time (topics) [ ] Calls in the queue (topics) [Telephony] 62 Customer service: Telephony module User Manual CIE 3.3 User Interface

63 Element Waiting s (topics) [ ] Individual status (LED) Pie chart Agent Status (AG) Agent Status (team) Phone state User Manual CIE 3.3 User Interface Customer service: Telephony module 63

64 Element Other elements Customer History Direct call Internet browser Supervisor Assistance Supervisor Emergency Direct call The Direct call element can only be used in the Firstscreen area. You must enter the following settings. Name Call number Properties of the presentation The Direct call element has the following properties: Size can be adjusted. Text properties can be changed. Background color can be changed. Working in the display area You can use the Direct call function for the configured telephone number in the display area. or 1. Right-click the button to display a context menu. 2. Click Call. 1. Double-click the button. Example The following example shows direct call. Symbol The following symbol is used for the Direct call element. 64 Customer service: Telephony module User Manual CIE 3.3 User Interface

65 Assigning Telephony realtime information for other agents If you have the Telephony configuration privilege, you can assign Telephony realtime information to yourself and to other agents. Proceed as follows to assign Telephony realtime information to other agents. 1. In the Taskbar or the Go to menu, select the UI Config. module. 2. Double-click an agent, for example. The UI configuration for agent "name" dialog is displayed. 3. Click the Telephony tab. 4. Select the realtime information. 5. Click OK. User Manual CIE 3.3 User Interface Customer service: Telephony module 65

66 Structure of the contact bar A contact bar is displayed in the Telephony module. Contact bar The contact bar consists of the contact information lines and a function bar. You can also use the contact bar as a stand-alone view. The outlined area shows the contact bar in the Telephony area. Contact information lines In the following example, only two contact information lines are shown. If there are more than two calls, a contact information line is displayed for each call. Illustration The outlined area shows the contact information lines. Information about a call The contact information line shows the following information about the current call. The current status is shown in red. Shows whether the call is inbound or outbound. 66 Customer service: Telephony module User Manual CIE 3.3 User Interface

67 Shows the status, e.g., conversation or call. Shows the topic, e.g., Hotline customer service. Shows the conversation length in hours:minutes:seconds, e.g., 12:00:32 AM. If ACW is configured, the remaining time is displayed. If the time is activated manually, 12:00:00 AM is displayed because the time is not limited. In this case, the ACW must also be closed again manually. Shows the name of the customer, if known, or the telephone number. User Manual CIE 3.3 User Interface Customer service: Telephony module 67

68 Message text The following message text can also be displayed. Text Telephony not configured No local telephone configured! Call statuses The following call statuses are possible. Meaning The agent is not configured for the Telephony task type. A local telephone was not found. Status View option Explanation Silence Ready to dial Ready to dial The agent picks up the receiver and the line is busy. The agent is ready to dial and enters the number. Dialing Dialing The connection is established. Call Call The agent is called. Conversation Conversation The agent is involved in a conversation. Conference Conference The agent is involved in a conference. On hold On hold The call is on hold. Available Available The other party is available. Busy Busy The other party is busy. Extend ACW Extend ACW ACW was manually extended by the agent. ACW ACW The agent is in ACW. Job code Job code The agent must assign a job code (mandatory job code). End The connection is cleared. Rejected The connection is rejected by the system. Function bar The telephone elements are displayed as keys on the function bar. You can only modify the function bar if you have the Change own contact bar or Contact bar configuration privilege. Illustration The area shows the function bar. 68 Customer service: Telephony module User Manual CIE 3.3 User Interface

69 Keys The function bar shows the configured telephone keys. If there is not enough space on the bar for the configured telephone elements, the displayed. Clicking the configured elements. icon is icon opens a selection box displaying other The following keys are configured by default on the function bar for an agent. Answer Dial Hang up Consultation Toggle ACW Extend ACW End ACW Job code Only contact bar displayed If you select Show Contact Bar Only in the View menu or click Minimize in the title bar, the entire window is hidden, and only the contact bar is displayed. The contact bar can be moved up or down and can be positioned on the right or left edge of the screen. Contact information lines The contact information line shows information about the current call. Function bar The outlined area shows the function bar. User Manual CIE 3.3 User Interface Customer service: Telephony module 69

70 Icons The following icons are displayed in the function bar. Icon Function Shows the configured telephone elements, such as Hang up. You can configure which keys are displayed. If there is not enough space on the bar for the configured telephone elements, the Others icon is displayed. Clicking the Others icon opens a selection box displaying other configured elements. Opens the Agent group selection. You can sign on to or out of agent groups. This button is always available by default. Initiates a break. This button is always available by default. Signs you off from the CIE UI application. This button is always available by default. Signal tab The signal tab shows icons for the tasks. The following icons are displayed in the signal tab. Icon Function Signals calls and toggles to the Telephony area. Signals s and toggles to the area. Signals chat requests and toggles to the chat area. Displays CIE UI application informational messages. 70 Customer service: Telephony module User Manual CIE 3.3 User Interface

71 Gripper You can move the contact bar up or down by pressing and holding the left mouse button on the gripper beneath the Avaya symbol. The position of the contact bar (on the left or right screen edge and up or down) is saved when you log out and is restored the next time you log on. The area shows the gripper. Right mouse button Right-clicking the gripper displays a selection box. The following icons and options are available. Icon Check box Option in selection box Restore Function Returns to the full view. Function view Function view Left border Left border Always on top When the contact bar is displayed, you can minimize it with the grip icon. The minimized view is positioned on the left or right edge of the screen. When the minimized view is displayed, you can extend the contact bar using the grip icon. When the Function view option is selected, the entire contact bar is displayed. When the Function view option is not selected, the minimized view is displayed. When the Left border option is selected, the minimized view is positioned on the left edge of the screen. When the Left border option is not selected, the minimized view is positioned on the right edge of the screen. The minimal view or the contact bar is always visible in the foreground. The setting does not User Manual CIE 3.3 User Interface Customer service: Telephony module 71

72 Icon Check box Option in selection box Always on top Function apply to the full view of the application UI CIE. The minimal view or the contact bar can be covered by other applications. 72 Customer service: Telephony module User Manual CIE 3.3 User Interface

73 Minimized view The minimized view is positioned on the right or left edge of the screen. The minimized view shows the gripper. The minimized view can be moved up or down. Illustration of minimized view The following illustration shows the minimized view. Toggling between views When the agent receives a call, the entire contact bar is displayed. When a conversation is ended, the minimized view is displayed again. When the agent receives an or information, this is signaled accordingly. The signal tab is displayed with the telephone icon, the icon, the chat icon and the info icon. When you click the icon, you switch to the area. Illustration of minimized view with signal tab The following illustration shows the minimized view with the signal tab. User Manual CIE 3.3 User Interface Customer service: Telephony module 73

74 Contact bar configuration If you have the correct privileges, you can configure the contact bar. Configuring your own contact bar If you are an agent with the Change own contact bar privilege, you can configure your own contact bar. Proceed as follows to configure the contact bar. 1. Right-click in the contact bar. 2. Select Configure. The Configuration contact bar dialog appears. 3. You can now select telephone keys. 4. Click OK. Configuring the contact bar for other agents If you have the Contact bar configuration privilege, you can configure a contact bar for yourself and other agents. Proceed as follows to configure the contact bar. 1. In the Taskbar or the Go to menu, select the UI config. module. 2. Double-click an agent, for example. The UI configuration for agent "name" dialog is displayed. 3. Click the Contact bar tab. 4. Select the telephone elements. 5. Click OK. Contact bar configuration The following table shows the settings for the UI configuration for agent "xxxx" dialog. Settings Available elements Selected elements Up Add Remove Down OK Cancel Explanation Shows the available telephone elements Shows the selected telephone elements You can move the selected elements up using the Up button. You can add the marked available elements to the selected elements with the Add button. You can remove the marked elements from the selected elements with the Remove button. You can move the selected elements down using the Down button. Use the OK button to exit the dialog and confirm your settings. Use the Cancel button to close the dialog without saving your changes. 74 Customer service: Telephony module User Manual CIE 3.3 User Interface

75 How do you select telephone elements? Proceed as follows to configure a function bar, for an agent, for example. 1. Select an agent in the UI Config module. The UI configuration for agent "xxxx" dialog is displayed. The available elements are displayed in the box on the left, and the selected telephone elements are displayed in the box on the right. 2. Select an available element, such as Answer. 3. Click Add. The element is moved to the Selected elements box. 4. Continue selecting elements. 5. To remove an element, mark the element in the Selected elements area. 6. Click Remove. The element is now moved back to the Available elements area. 7. You can move the selected telephone elements with the Up and Down buttons. 8. Click OK to complete the configuration. Telephone keys The telephone elements are displayed as keys on the function bar. The following telephone elements are available. Element Answer Explanation Use this button for answering the current call of any kind. Dial This button initiates the dial sequence. Hang up This button ends a call or process. Consultation This button is used to put the current call on hold to perform a consultation. Hold call This button is used to put the current call on hold. Toggle You can toggle between two subscribers with this button. Conference This button interconnects several subscribes in a conference (three-party-conference). Transfer This button transfers a connection to another subscriber. User Manual CIE 3.3 User Interface Customer service: Telephony module 75

76 Element DTMF Explanation This button opens a menu with a telephone keypad. You can send DTMF signals. ACW This button lets you request and terminate ACW. Extend ACW End ACW Job code This button extends ACW for an individual call after the end of the call. If you click this button during a conversation, ACW is reserved and activated after the conversation ends. This button is longer needed with the new function of the ACW button This button ends ACW for a conversation. This button is not longer needet with the new function of the ACW button. This button calls the job code. Emergency Assistance Silent Monitoring This button enables the agent to request assistance from the supervisor. A signal is activated in the supervisor's area. This button enables the agent to ask the supervisor to listen in on the conversation. A signal is activated in the supervisor's area. This button enables the supervisor to monitor the agent's conversation. Coach This button enables the supervisor to coach the agent without the customer's knowledge. RPC Closure Fax Recording A call is generated by the Dialer module. You must evaluate this call. RPC (Right Party Contact) means that the call was successful and you spoke with the correct party. A call is generated by the Dialer module. You must evaluate this call. Closure means that the call was unsuccessful. You did not reach the correct party (e.g. wrong number or fax number) or the party was not available (e.g. answering machine or family member). The party will be called again later. A call is generated by the Dialer module. You must evaluate this call. Fax means that you reached a fax machine. The connection is disconnected quickly and evaluated as Closure. You can record a conversation. You must have configured a topic or an external destination for the call recording. 76 Customer service: Telephony module User Manual CIE 3.3 User Interface

77 Element Call recording pause Separator Explanation You can pause a recording. You can configure this element only with the element Recording. This element shows a dividing line between two telephone elements. Call recording on: (element: recording) You must configure a topic or an external destination für the element recording. You can select a topic, The topic must be configured accordingly. You can select an external destination. The external destination must be configured accordingly. Delete the mapping. Function bar example The following figure shows an example function bar. User Manual CIE 3.3 User Interface Customer service: Telephony module 77

78 Making calls With the CIE UI application you call a subscriber or answer a call as usual. As an agent, you work with the contact bar in the CIE system. You are either signed on to specific agent groups automatically or you sign on to groups manually. Additional information on making calls The topic Making calls describes the functions most often used. If you use other functions and need them explained, please refer to the operating instructions for your telephone. The operating steps of the CIE UI application match the operating steps for the telephone. What is a Call Center call? A subscriber calls a topic number. The CIE system distributes this call to an available agent. Your system administrator determines how a call is distributed within the CIE system and based on which criteria. Answering a call Unlike with a common telephone, you must use a key to answer a call. Which function key do you need? The Answer Answer function button must be configured on the contact bar. Incoming calls are signaled visually with the bar and the contact bar. receiver icon on the tool 1. Click the Answer button. 2. You are connected to the caller and can conduct your conversation. Contact info bar A call is displayed as follows on the contact info bar. A conversation is displayed as follows on the contact info bar. 78 Customer service: Telephony module User Manual CIE 3.3 User Interface

79 User Manual CIE 3.3 User Interface Customer service: Telephony module 79

80 If you do not answer a call If you do not answer a call, then the ring timeout works. If you do not answer the call in a configured time (ring timeout), then you will be signed out of all agent groups. The contact bar displays the time in seconds when you are logged out. Ending a conversation Once your conversation is over you have to clear the connection. This is the same as hanging up a normal telephone. Which function key do you need? The Hang up function key must be configured on the contact bar. Ending a conversation You would like to end a conversation. 1. Click the Hang up button. 2. The connection is cleared. After a conversation, you are assigned ACW, if configured. The next call is assigned only after the end of ACW. 3. If entering a job code is mandatory for you, you are not assigned a new call until you have entered a job code. The Job code button turns orange to signal that the CIE system is waiting for you to enter a job code. 80 Customer service: Telephony module User Manual CIE 3.3 User Interface

81 Calling a subscriber You can call a subscriber. Which function key do you need? The Dial function key must be configured on the contact bar. Dialing with the number box You must enter the number using your keyboard. 1. Click the Dial button. The Dial dialog appears. 2. Enter the number or choose a number from the selection box or from the phone book. 3. Click Dial. This initiates the dial sequence. 4. You can conduct your conversation. See also topic: Using the phone book Contact info bar A dial sequence is displayed as follows on the contact info bar. When you pick up the receiver, the line is busy and Ready to dial is displayed. When the dial sequence is initiated, Dial is displayed. User Manual CIE 3.3 User Interface Customer service: Telephony module 81

82 Outgoing call center calls You can call an internal or external subscriber. You want to mark this call as a call-center-specific call. You must also select a topic for the call. To mark the call, follow these steps. 1. Click Dial. The Dial dialog appears. 2. Enter the number or choose a number from the selection box or from the phone book. 3. Select outgoing ACD call 4. Select Internal (subscriber within the PBX) or External (subscriber outside of the PBX; reached using a line). 5. Select a topic. 6. Click Dial to call the subscriber. See also topic: Using the phone book Background information If you mark the call as a call center call, it is listed in the reporting as a call center call. The call is counted in the reporting for the selected topic. The counter names contain outcc. As a rule, an outgoing call center call only works for external target subscribers, in other words using lines. The system administrator defines the access code dialed for the call in the Configuration module in the PBX configuration using Access code for external OutCC. If you have an Integral Enterprise, I55 PBX, you can use a loop line to use this function internally. To do so, you must determine an access code for this special line that is different than Access code for external OutCC. Enter this access code in the Configuration module under Access code for internal OutCC. 82 Customer service: Telephony module User Manual CIE 3.3 User Interface

83 Redialing You can redial a number anytime. Which function key do you need? The Dial function key must be configured on the contact bar. Redialing the last number You want to dial the last number again. 1. Click Dial. The Dial dialog appears. 2. Click the arrow. A selection box with the last 10 numbers is displayed. 3. Dial the last number. 4. Click Dial. This initiates the dial sequence. User Manual CIE 3.3 User Interface Customer service: Telephony module 83

84 Consultation calls During a call you can consult a subscriber of your PBX. Proceed as follows: Which function key do you need? The Consultation function key must be configured on the contact bar. Consultation You want to initiate a consultation. 1. You are on the phone and want to consult another subscriber. Click Consultation. The Consultation dialog opens. 2. Enter the number or select a number from the selection box or from the phone book. 3. Click Dial. 4. When the called subscriber answers, ask your question. 5. Click Hang up to return to the first party. See also topic: Using the phone book Contact info bar A consultation is displayed as follows on the contact info bar. 84 Customer service: Telephony module User Manual CIE 3.3 User Interface

85 Conference Three parties are interconnected in a conference. All subscribers can talk with each other at the same time. Which function key do you need? The Conference and Consultation function keys must be configured on the contact bar. Initiating a conference You want to initiate a conference. 1. You are connected with a caller and want to include another party. Click Consultation. The Consultation dialog opens. 2. Enter the number or select a number from the selection box or from the phone book. 3. Click Dial. 4. When the called party answers, announce the conference. 5. Click Conference. The two parties and you are interconnected in a conference. The display field shows Conference. See also topic: Using the phone book Ending and connecting You want to end the conference and connect the two parties. 1. Click Hang up. You withdraw yourself from the conference. The two other subscribers are connected. Contact info bar A conference is displayed as follows on the contact info bar. User Manual CIE 3.3 User Interface Customer service: Telephony module 85

86 Toggle During a conversation, you can call another party and toggle between the two parties. Which function key do you need? The Toggle and Consultation function keys must be configured on the contact bar. Initiating toggling You would like to toggle between two parties. 1. You are connected with a caller and want to include another party. Click Consultation. The Consultation dialog opens. 2. Enter the number or select a number from the selection box or from the phone book. 3. Click Dial. 4. The party you called answers. You can speak with this party. 5. You want to talk to the other party. Click Toggle. You are now reconnected to the first party. The other party is on hold. The Hold call button is green, if it is present in the contact bar. 6. You can also toggle from one party to the other by clicking the party on hold in the contact info bar. See also topic: Using the phone book Toggling calls using the contact info line You would like to toggle between two parties. 1. You are connected with a caller and want to include another party. Click Consultation. The Consultation dialog opens. 2. Enter the number or select a number from the selection box or from the phone book. 3. Click Dial. 4. The party you called answers. You can speak with this party. The first conversation is displayed in the contact info line with On hold and inactive (gray). You are speaking with the second party, indicated in the contact info line by Conversation and active (red). 5. You want to talk to the other party. In the contact info line, click the first call, which is on hold. You are now reconnected to the first party. Now the second party is on hold. See also topic: Using the phone book 86 Customer service: Telephony module User Manual CIE 3.3 User Interface

87 Clearing a connection You want to clear a connection. 1. Click Hang up. This clears your current connection, and you are now only connected to the other party. 2. Clicking Hang up again will clear all connections. Contact info bar Toggling is displayed as follows on the contact info bar. User Manual CIE 3.3 User Interface Customer service: Telephony module 87

88 Transferring connections You can transfer a call to another subscriber. What does transfer mean? You can pass on (transfer) a call to another extension of your PBX. You use the same procedure to transfer external and internal calls. After you have initiated the new connection, your telephone is free again. Which function key do you need? The Transfer and Consultation function keys must be configured on the contact bar. Transfer You want to transfer a call. 1. You are connected with a caller who wants to be connected to another extension. Click the dialog opens. Consultation key. The Consultation 2. Enter the number or select a number from the selection box or from the phone book. 3. Click Dial. 4. The display field shows whether the extension is free or busy. If the extension is free: 1. When the called party answers, announce the call. 2. Click the Transfer key. The two subscribers are connected. If the extension is busy: 1. If the extension is busy you can still transfer the call with the Hang up key or click the again and tell the caller that the extension is busy. See also topic: Using the phone book Transfer key 88 Customer service: Telephony module User Manual CIE 3.3 User Interface

89 Holding calls You can place the caller on hold during a conversation. The party on hold cannot hear you consulting other people in the room. This function is active only during a conversation. You cannot execute refer-backs for a connection on hold. Which function key do you need? The Hold call function key must be configured on the contact bar. Note: At the PBXs Integral Enterprise, I55 the feature Hold/Retrieve Call at the telephones must be enabled in the feature lock list. Please contact your system administrator. Placing a call on hold You want to hold a call.. 1. You are on the phone and want to consult a coworker in the room. Click Hold call. The button 2. Consult your coworkers. turns green. 3. Click Hold call again to return to the first party. Contact info bar A call on hold is displayed as follows on the contact info bar. User Manual CIE 3.3 User Interface Customer service: Telephony module 89

90 Requesting support As an agent, you can request supervisor support during a call. What kind of support can be provided? There are two types of support: silent monitoring (assistance) and active participation in the call (Emergency). With the Assistance function, the supervisor cuts in to the call and listens to the conversation. The caller and the agent do not hear the supervisor. With the Emergency function, the supervisor cuts in and can help the agent. The caller can also hear the supervisor. How does a supervisor work? A supervisor in the CIE system usually monitors several agents. The supervisor works in the Supervision area. The Supervision area shows the supervisor which agents are logged in on the CIE system. It also shows their current status (call, conversation). The CIE UI application signals that you are requesting the help of a supervisor. If the supervisor is available, he can help you. A supervisor can only provide active support to one agent at a time. Which function keys do you need? The following function keys must be configured in the agent's area. Assistance Emergency Requesting silent monitoring (assistance) You want to ask a supervisor to monitor your conversation. You can only initiate the Assistance function during a conversation. 1. Click the Assistance button. The button is gray. A signal is activated in the supervisor's area. 2. The supervisor cuts in to your connection and can monitor the conversation. The Assistance key turns green. Requesting active support (Emergency) You need help from a supervisor. You can only initiate the Emergency function during a conversation. 1. Click the Emergency button. The button is gray. A signal is activated in the supervisor's area. 2. The supervisor cuts in to your connection to monitor the conversation and provide support. The Emergency button turns green. 90 Customer service: Telephony module User Manual CIE 3.3 User Interface

91 Support from the supervisor Note: Limitation If you are connected to an ACM or IPO PBX, the Coaching functions are not supported. Integral Enterprise, I55 PBX When a Supervisor wishes to execute the Silent Monitoring or Coaching functions or want so cut in on a call from the Supervisor Emergency, he must use an ISDN telephone. The T3 IP Classic and T3 IP Comfort phones do not support these functions as Supervisor phones. When you use the Silent Monitoring or Coaching functions with the T3 IP Classic and T3 IP Comfort phones as agent phones, then a CF22 component is required for the Integral Enterprise, I55 PBX. Prerequisites In order for you as the supervisor to use the Assistance and Emergency functions, the Supervisor Assistance and Supervisor Emergency realtime information must be configured in the Realtime information area. Related topics For further information, please refer to the following topics: Realtime information: Supervisor Assistance and Supervisor Emergency Requesting silent monitoring (assistance) An agent requests the supervisor to monitor a conversation. The key of the agent requesting assistance appears orange in the Supervisor Assistance realtime information. 1. Right-click the agent. 2. Select Silent monitoring from the pop-up menu. 3. You cut in to the call and can monitor the conversation. The agent key turns green. 4. Click the agent key again to cancel the function. Support when using Silent monitoring You are in Silent monitoring mode and you want to help the agent. 1. Right-click the agent. 2. Select Coaching from the pop-up menu. 3. You cut in to the call and can help the agent. Requesting active support (Emergency) An agent requests support from the supervisor. The key of the agent requesting assistance appears orange in the Supervisor Emergency realtime information. 1. Right-click the agent. 2. Select Emergency from the pop-up menu. 3. You cut in to the call and can help the agent. The agent key turns green. 4. Click the agent key again to cancel the function. User Manual CIE 3.3 User Interface Customer service: Telephony module 91

92 Using the phone book The phone book makes it easy to find a subscriber in the address book and to call this subscriber. The phone book is opened via the Dial and Consultation function keys. Opening the phone book Proceed as follows to open the phone book. 1. Click the Dial or Consultation key. The Dial or Consultation dialog appears. 2. Click on the Phone book button. The phone book dialog opens. Phone book views The phone book dialog can be displayed in two views: the default view and the detail view. Switching the view of the phone book You can switch from default view to detail view and back. Switching to detail view 1. Click on the Details button. The detail view of the phone book opens. Switching to standard view 1. Click on the Details button. The default view of the phone book appears. Which address books can you use? Upon configuration of the CIE, your system administrator will determine which address books the phone book will use for you. Global address books that are connected via LDAP, JDBC or ODBC are possible. 92 Customer service: Telephony module User Manual CIE 3.3 User Interface

93 What information does the telephone list show? A telephone list shows the information in the address books. The telephone list has the following columns. Last name First name Title Business phone Town/city Company When you enter a search pattern, the telephone list shows how many matching data records were found. The telephone list shows a maximum of 250 records. If more than 250 records are found you have to narrow down your search. What information does the detail view show? The detail view shows the following information of the selected phone book entry when corresponding entries are present. First name Last name Title Gender Street Town/city Post code State Province Country Company Department Business phone Home phone Mobile phone Fax number address Home page User Manual CIE 3.3 User Interface Customer service: Telephony module 93

94 Searching for and calling a subscriber You can conveniently search the phone book for a subscriber. You enter the search criteria underneath the title bar of the phone list. You can use the following search criteria: Last name, first name, title, business phone, branch or company. You can limit the search by using several criteria. The search is not case-sensitive. Placeholders You can use the following placeholders for phone book searches. Placeholder Description Example Result % Placeholder for any characters _ [character] [character - character] Placeholder for any character Placeholder for a certain character Placeholder for a certain sting * Placeholder for any characters %en _ish M[ae][iy]er [M-Z]owell Searches for all entries containing en. Searches for all entries starting with any character and then containing ish. Searches for all entries with Maier, Mayer, Meier or Meyer. Searches for all entries starting with a letter from M to Z and then containing owell. * Searches for all entries. Searching and calling For example, you are searching for an employee of a specific location. or 1. Click on the phone book button in the Dial or Consultation dialog. The phone book opens. 2. Select a phone book or all address books. 3. Enter the desired location in the Location field. Enter the desired name in the Last name field. Use a placeholder (*) if you do not know the exact name of the location. The data records are searched. If the databases are extensive and the search pattern vague, the search can take a few seconds. 4. Mark the corresponding entry to call a subscriber. If the subscriber has several phone numbers, then you must dial the desired number. 5. Click on Dial. 5. Click on the Accept button. The number is incorporated in the Dial or Consultation dialog. 6. Click on Dial. 94 Customer service: Telephony module User Manual CIE 3.3 User Interface

95 Entering a job code Job codes for topics can be configured in a CIE system for statistical evaluations. Your CIE system configuration may enable or require you to enter a job code. If you must enter a job code, this is called a mandatory job code. You can also enter multiple job codes for a call. This can be helpful if a caller orders something and then requires technical support. Which prerequisites have to be met? You can enter a job code only if you have the Job code input privilege. If you have the Mandatory job code input privilege, you must enter a job code for every call. In this case, no additional calls are assigned to you until you have entered a job code. What are job codes used for? To allow the statistical evaluation of incoming calls, you must enter a job code or select one from a list during the call or during ACW if you have the Mandatory job code input privilege. With the job code you inform the system of the topic to which the call was related. Mandatory job code If the Mandatory job code privilege is set for you, the Job code button turns orange with an incoming call and the ACW button turns light green. If you click Hang up before entering a job code, the Job code button remains orange and Job code is displayed in the contact info line. No additional calls are assigned to you until you have entered a job code. A mandatory job code appears as follows on the contact info bar. User Manual CIE 3.3 User Interface Customer service: Telephony module 95

96 Entering a job code You want to enter a job code. There are two options. Select from a list Tip 1. Click the Job code button. The Job code dialog is displayed. 2. Select a job code. 3. Click the (Right) button. The job code is selected in the list. 4. You can apply additional job codes as required. 5. Click Send to complete the process. If there are too many job codes, then you can directly access the corresponding job code by entering letters or numbers. For example: If you would like to select a job code named code X, enter the letter C. User-defined entry 1. Click the Job code button. The Job code dialog is displayed. 2. In the Unrestricted entry field, enter a job code. You can also select a job code from the list. The length of the job code is defined. This means that you cannot specify more characters than the defined number. 3. Click (Right). The job code is selected in the list. 4. You can enter additional job codes as required. 5. Click Send to complete the process. Removing a job code 1. To remove a job code from the list, click (Left). 96 Customer service: Telephony module User Manual CIE 3.3 User Interface

97 Using ACW After each conversation, you can process information about the conversation. This time is called ACW. ACW ACW determines how soon an agent who answered a call for this topic is assigned the next call. ACW starts at the end of a call. ACW is configured by your administrator and can last between 0 and 100 seconds. If ACW is configured, the remaining time is displayed on the contact info bar, e.g., 00: 00:32. This time is counted down. Contact info bar A call in ACW is displayed as follows on the contact info bar. Extending the preset ACW If you need more time, you can manually extend the configured ACW. You can also extend ACW time during the call itself. 1. You have had a conversation and want to extend ACW. 2. Click the ACW button. The button ACW turns dark green. 3. ACW is extended until you end it with the ACW button. The button turns grey. Contact info bar A call in ACW is displayed as follows on the contact info bar. The time is displayed with 00:00:00. If ACW is extended, 00:00:00 is displayed because the time is unlimited. User Manual CIE 3.3 User Interface Customer service: Telephony module 97

98 End of ACW If you do not need the entire ACW, you can end it. 1. You have had a conversation and do not need the entire configured ACW. Note 2. Click the ACW button. The button ACW turns dark green. 3. Click the ACW button again. The button turns gray and ACW is ended and you are assigned a new call. If you click again on the button ACW, then you are logged into all Agent groups assigned to the agent. Manual ACW You have finished a conversation and still need time for agent-related manual ACW. You will not receive any calls during manual ACW. 1. Click the ACW button. The button ACW turns dark green. 2. Perform your work. 3. End the manual ACW with the ACW button. The button turns gray again. You can also request a manual ACW during a call by pressing the ACW button. You will then automatically go to manual ACW after the call. 98 Customer service: Telephony module User Manual CIE 3.3 User Interface

99 DTMF You must use DTMF signals for special functions. DTMF This key is used to activating or deactivating the sender for dual-tone multi-frequency dialing (DTMF). If the DTMF transmitter is active, the user can send a DTMF signals with the dial pad. Which function key do you need? The DTMF function key must be configured on the contact bar. Sending DTMF signals You want to send DTMF signals. 1. You are connected to a voice mailbox, for example, and want to send DTMF signals. Click displayed. 2. Click the buttons to dial. 3. Click on Close. DTMF. A dialog with a keypad is User Manual CIE 3.3 User Interface Customer service: Telephony module 99

100 Qualifying calls When working in the outbound dialer, you must qualify calls. The outbound dialer is the part of the CIE system that initiates automatic outbound calls. One outbound application, for example, is when a survey is taken in a company. For more information, see the Dialer manual. You have reached the correct subscriber If you have reached the correct subscriber, proceed as follows: 1. Click the RPC (Right Party Contact) button. The call will be evaluated as successfully completed. 2. If detail qualifications are configured for the campaign, the RPC dialog box opens. From the list of qualifications on the left, you can add one or more evaluations to the list on the right. These values are then saved as additional information (tags) on the CallJob. You have not reached the correct subscriber If you have not reached the correct subscriber, proceed as follows: 1. Click the Closure button. The Closure dialog box opens. 2. Qualify the call. Option Reminder Wrong number New number AM Start time Stop time Explanation The call is repeated at a later time. You dialed the wrong number. Enter the new number in the Number box. You reached an answering machine (AM). If you mark AM and indicate a time, then a new job is generated. If you mark AM and do not indicate a time, then the job is closed. (Qualification: Ended, Closure, AM) You can limit the time during which a new call is made. Select the start time for a new call. Select the stop time for a new call. 100 Customer service: Telephony module User Manual CIE 3.3 User Interface

101 Option Number Today Tomorrow Explanation Click the Today button if the new call must be made today. The call will take place in about 1 hour. Click the Tomorrow button if the new call must be made tomorrow. The call will take place in about 24 hours. If you select the New number option, you must enter the new number. 3. Click OK to complete the qualification. You have reached a fax machine If you have reached a fax machine, proceed as follows: 1. Click the Fax button. The call will be terminated immediately and evaluated as a fax. User Manual CIE 3.3 User Interface Customer service: Telephony module 101

102 Information messages The tool bar shows the Information messages icon. Click this icon to display messages from the modules. Information message statuses The following table shows the possible statuses of the information message icon. Icon Color Explanation Signal tab Gray Flashing orange Orange There are no messages. There are unread messages. There are messages. Unread messages are displayed in bold. Read messages are displayed in the default font. If you click a message, the message is marked as read. If you have minimized the view, the you have any messages. icon also appears in the signal tab if Messages from the Realtime information module If the realtime information exceed the configured alarm threshold, the information message indicates which realtime information are involved. Messages and possible reasons The following table shows messages and possible reasons. Message Possible reasons Realtime information Name Page: Page number Possible functions A value has reached or exceeded the configured alarm threshold in the realtime information: Realtime information Name on page Page number. This message will disappear when the alarm status no longer exists. Click the message. The relevant realtime information are displayed in the Realtime information module. Messages about the connection A message is displayed whenever a connection to the PBX or system has been interrupted. 102 Customer service: Telephony module User Manual CIE 3.3 User Interface

103 Messages and possible reasons The following table shows messages and possible reasons. Message Possible reasons The connection to the telephone system is interrupted. The connection to the telephone system has been interrupted, for example, due to network problems. This message disappears as soon as the connection has been restored. The connection to the system is interrupted. The connection to the system has been interrupted, for example, due to network problems. This message disappears as soon as the connection has been restored. Possible functions Click the message. The Protocol module is displayed. Correcting the problem If you can no longer work normally, inform your system administrator. User Manual CIE 3.3 User Interface Customer service: Telephony module 103

104 Messages for telephony When an agent on the telephone is logged off, a message is displayed indicating why the agent was logged off. Depending on the reason, the option is provided for the agent to log in again by clicking the message. In general, the agent is logged off if the task server has been restarted (depending on the task server). In this case, it is possible and practical for the agent to log in again. In other cases, this is not practical, for example, if the agent was logged off remotely or if the agent has logged in on another computer. In these cases, the agent is not given the option of logging in again by clicking the message. Messages and possible reasons The following table shows messages and possible reasons. Message Possible reasons Telephony function Call routing is active. Click on here to deactivate it and log in again. Connection to the PBX is established again. Click here to log in again. Connection to PBX is broken. Click here to log in again. You have been logged out from the telephone, another user has logged in. Telephone function "do not disturb" is active. Click on the button to deactivate it and login again. Correcting the problem Click the message to log in again. You were logged out because call routing has been set up on this telephone. The connection to the telephone system was interrupted. The connection to the telephone system was interrupted. Another user has logged in. The Do not disturb function has been activated on the telephone. If you can no longer work normally, inform your system administrator. 104 Customer service: Telephony module User Manual CIE 3.3 User Interface

105 Customer history and quick bar Learn about the possibilities of the quick bar and the customer history. About Customer history The customer history shows during a contact with a customer data on past contacts with the customers. You see, for example, when the customer has the last time called. The customer history is a Telephony monitor. Use the quick bar to use the customer history comfortably. When is the display updated? If you have a customer contact and customer data are available, then the customer history shows information. The response depends on whether you are working with the module Telephony or with the module . You work with the module Telephony. You can use the quick bar or the Telephony with a customer history. The customer history is updated with a telephone call. If customer data is available, these will be displayed. You must not have a connection. The display holds up when you answer a call. If you hang up or after the wrap-up time on topics then the customer history is empty. You work with the module . You must use the quick bar for the customer history. A customer history must be configured in the quick bar. When you activate an , the customer history is updated. You can use the customer history only in the Inbox. You work with the module Chat. You must use the quick bar for the customer history. A customer history must be configured in the quick bar. When you activate a chat request the customer history is updated. You can use the customer history in the folder request and archive. Note that when you switch between the modules Telephony, or Chat that then another customer history is displayed. If you edit an , then the corresponding customer history is displayed. You receive a call and go to the module Telephony, then the customer history of the caller is displayed. Restriction Note the following restrictions. The customer history shows information about the current task (telephone call or or chat). There are no other functions possible, such as reading an from the customer history (active link). Information from address books are not used in the customer history. The customer history shows a maximum of 500 records. Information quality Note that the displayed data in the customer history depend on the the quality of the customer data. If in the customer data, for example, two entries with the same name (Martin Meier) are present, then both records are displayed in the customer history. User Manual CIE 3.3 User Interface Customer service: Telephony module 105

106 Requirements for the customer history To use the customer history, you need the following requirements. CIE processes For the customer history the following CIE processes have to work. Taskreporting database server (TRDB_SRV.EXE) Taskreporting Server (TR_SRV.EXE) Note updating from CIE 1.1: Watchdog The taskreporting database server is introduced by CIE 2.0. In case of upgrading a CIE 1.x you have to adjust the watchdog configuration. You can use a template or change the existing configuration. Details can be found in the user manual System Administrator. Customer recognition To view the name for a caller or the sender the name must be configured as a customer. A name of a customer is detected when either the phone number or address of the customer or both pieces of them are configured. Even if a caller or sender has already called several times or sent s before he has been configured as a customer in customer history all contacts of the customer are shown. Response time To achieve an optimal response time at the agent, the database must be regularly serviced. Details refer to the user manual System administrator. Properties of the customer history A customer history is configured as a Telephony file. You can set the properties of the representation. Properties of the presentation Period Realtime display. The size can be adjusted. You can hide the title. You can customize the column arrangement. Text properties can be modified. You can change the background color. The period specifies the period for which contact data displayed in the customer history. The starting point is always from the current time. Possible are periods 2, 4, 8, 12 weeks. If you specify 0 (zero), then all existing data is displayed. Note that in a setting of 0 (zero) a large amount of data can be displayed and this may cause delay in presentation. 106 Customer service: Telephony module User Manual CIE 3.3 User Interface

107 Title bar The title bar shows the name of the customer, the number of the caller or the e- mail address of the sender. The customer's name is displayed if the client is configured as a customer with a phone number or address. Available information You can configure the following columns. These information are available in the taskreporting database. Column Explanation Date Time Task type Caller / From Called address Original topic Last topic Last agent External target name External destination Note Subject Dialer note Shows the date of the contact. Shows the time of contact. Shows the task type, telephony or or chat. Shows the name of the customer. The name will be displayed only if the client is configured as a customer. Shows the dialed number (topic or extension) or the address (TO). Shows the original topic (first topic). Shows the last topic. Shows the last agent who handled the task (telephony or or chat). Shows the external target name. Shows the external destination. Shows a note. A note appears only with a call. The note shows the contents of CallTag CCK_Customer_Info. In the pre-defined Telephony the CallTag can set by an agent. In an the note is empty. Shows the subject of an . In a call, the subject is empty. Shows a dialer note. The dialer note shows the contents of the calltag OD_Pers_Note. In an the dialer note is empty. Example The following example shows a customer history. Icon The following icon is used for the Customer history element. User Manual CIE 3.3 User Interface Customer service: Telephony module 107

108 Configuring a customer history You must have the appropriate privileges to configure a quick bar. Proceed as follows. 3. Choose File view in the menu Telephony. 4. Click New quick bar file. 5. Enter a name, example History. 6. Click Edit. 7. Drag the element customer history into the monitor. 8. Choose a period. 9. Choose the tabs. 10. In the tab Presentation choose font and background. 11. Click OK. 12. Click Save. Using customer history You use a customer history usually with a quick bar.you can also use a customer history in a Telephony. You can get information, which contacts a customer already have had. The contacts can be telephony or s. So you can see, for example, whether a customer has called a certain topic. Sort The customer history is pre-sorted by date. This means the latest data is available at the beginning. You can sort the table by any column's contents in ascending or descending. Print 1. Click on a column title. 2. The table is sorted. An icon in the column indicates whether ascending ( ) or descending order ( ) sorted. A customer history can be printed. 1. Click on a customer history with the right-hand mouse button. A pop-up menu opens. 2. Choose Print. You can select a printer and print the contents. Create mail Condition for the function is that the customer had an contact and address is present. You can send a new to the customer. The address is included in the To field. 1. Click on a customer history with the right-hand mouse button. A pop-up menu opens. 2. Select Create mail. The modul apears. A new is opened in the edit mode. 108 Customer service: Telephony module User Manual CIE 3.3 User Interface

109 About quick bar The quick bar is an independent area in the user interface. You can use the quick bar together with the module Telephony or with the module . If you work with other modules, then the quick bar is not displayed. The Quick Bar corresponds to a special type of a Telephony that you configure in the module Telephony. Usually the Telephony element customer history is configured in the quick bar. With an appropriate privilege, you can select a quick bar file for the quick bar. If an agent does not have the privilege quick bar view, then the quick bar is not displayed. Possible modes The quick bar can use in two modes. Mode: Overlay The quick bar is displayed only when needed. The display of the quick bar covers content of the active module. Mode: Embeded The display of the quick bar moves the area of the active module. Contents are not covered. Presentation The following figure shows a quick bar in the closed state. The following figure shows an open quick bar. Size You can adjust the vertical size of the quick bar. The adjusted size is stored. Icon for quick bar file The following icon is used for a quick bar file. User Manual CIE 3.3 User Interface Customer service: Telephony module 109

110 Prerequisites for a quick bar To use the Quick Bar, you need the following prerequisites. Privilegien Show quick bar If this privilege is checked, then a quick bar appears. Select own quick bar If this privilege is checked, then an agent can select a Telephony file for the quick bar. Telephony configuration If this privilege is checked, then an agent can configure Telephonys. The privileges are configured with the application configuration. Quick bar file A corresponding quick bar file must be configured. Usually you use a customer history. Predefined quick bar with customer history During installation were created a pre-defined quick bar with customer history. The predefined quick bar has the following properties. Columns Date, Time, Called address, Original topic, Last topic, Last agent, Note, Subject, Task type. Period: 2 weeks Usable Telephony elements in the quick bar In the quick bar you can use the following Telephony elements. Label Value element Maximum wait time for multiple topics [Telephony] Maximum wait time for several topics [ ] to contact Out of office notice Variable (name and value) Variable (window display) Calls in queue [Telefony] Call list for topic [Telefony] Image Group Bar chart Maximum wait time for multiple topics [Telephony] (bar chart) Maximum wait time for multiple topics [ ] (bar chart) Calls in queue for multiple topics [Telephony] (bar chart) 110 Customer service: Telephony module User Manual CIE 3.3 User Interface

111 Waiting s for multiple topics [ ] (bar chart) Individual status element (LED) Pie chart Agent status for AG (grid) Workplace status Customer history Direct call Configuring a quick bar To configure a quick bar, proceed as follows. An agent must have the appropriate privilege that a quick bar is showed. There are two possibilities to select a quick bar file. Possibility 1 1. Open the module UI config. 2. Select a system, profile or agent configuration. 3. Click on tab Firstscreen. 4. Select a quick bar file. 5. Click OK. Possibility 2 1. Click on the quick bar with the right-hand mouse button. A pop-up menu opens. 2. Choose Configure. The dialog File selection opens. 3. Doubleclick on a quick bar file. Using a quick bar The quick bar can either show on demand or use always on top. Overlay 1. Stay with the mouse on the button. The quick bar apears. The display will remain open as long as you leave the mouse pointer on the button. Embeded 1. Click. To close the quick bar, click. Adjust vertical size 1. Hold the mouse pointer on the lower gray bar. 2. Drag the quick bar to appropriate size. User Manual CIE 3.3 User Interface Customer service: Telephony module 111

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113 Customer service: module module The module is a graphical user interface component of the CIE system. Using this user interface, agents at a call center can log into and out of the CIE system, log into or out of agent groups, go into break mode and read and process s assigned to them. Properties The module has the following properties. These properties are broken down into agent functions, supervisor functions and system functions. Agent functions An agent can use the following functions. To use all the functions you need the relevant privileges. Log into and out of the CIE system Log into or out of an agent group Start and end a break Accept s Process s Send s Forward s Delegate (assign) s Delete s Print s Check spelling Import a personal address book Use address books Use text blocks User Manual CIE 3.3 User Interface Customer service: module 113

114 Supervisor functions When working as a supervisor, you can use the following functions. As a supervisor you need to have the relevant privileges. Display agent and topic mailboxes Delegate, process and delete documents in the Overview folder. Delegate and delete documents in the Deleted folder. Import and administrate dictionaries System functions You can use the following system functions. Display active, interrupted, held and completed s Opening Display drafts Display s in the following formats: ASCII, HTML, RTF Display archived s Proceed as follows to open the module in the user interface: 6. You have opened the user interface. In the task bar, click. 7. The module appears in the user interface. 114 Customer service: module User Manual CIE 3.3 User Interface

115 Structure of the module Just like other Windows applications, the module has menus, commands, and a tool bar. Illustration and explanation of areas on UMR E- mail screen Illustration The illustration below shows the module and the various areas on the screen Areas The illustration above shows the following screen areas. 1 Menu bar 2 Tool bar and status bar (Select AG, Pause, Status indicator for the agent groups, Logoff) Mailbox folders (default: Inbox, Deferred, Drafts, Overview, Completed). 3 For the Deferred mailbox folder, you need the Place s on hold privilege. 4 Document list 5 Action bar 6 Processing status indicator 7 Agent status 8 Display and processing area 9 Text blocks User Manual CIE 3.3 User Interface Customer service: module 115

116 Menus and commands The table below shows the available menus and commands. Menu Command Explanation UMR Client Import Address Book You can import address book entries from a CSV file. This command is only shown if you have the relevant privilege. UMR Client Create Address Import File You can create a template CSV file for importing addresses or distribution lists. View Visible Folders You can select which folders are to be displayed. You cannot hide the Inbox folder. View Columns... Specify which columns are to be displayed in the module. View Refresh Options... You can set a value between 0 and 60 seconds for updates to the currently selected mailbox folder. The mailbox folder is refreshed at the specified intervals. You usually use the defaults. Additional options Additional options Additional options Additional options Options Signature Empty recycle bin Show Search Filter Shows the options. You can activate notifications and set a time for them to be displayed. You can create a signature and select it. Deletes all documents from the recycle bin. Opens the Search Filter dialog, which allows you to narrow your search to specific information in a folder. 116 Customer service: module User Manual CIE 3.3 User Interface

117 Icons: Document status Document status The table below shows the icons that may be displayed to indicate the status of documents. Default icon Icon with active reply Icon with active forwarding - - New Explanation Read Active Interrupted Resubmitted Deferred - - Delegated - - Job code missing - - Outgoing Priority The table shows the icons for document priority. Icon Explanation High priority Low priority No icon No icon means that the has normal priority. Transmission job status (Outbox folder only) The table below explains the meaning of the icons used to indicate the status of transmission jobs. Icon Color Transmission job status Green Successful Red Yellow/Green Orange Blue Error occurred Active/being processed Waiting/previously attempted Stopped Displays Proceed as follows to see the transmission job status: 1. Click on the Outbox folder. A colored LED is displayed in the Status (Icon) column. User Manual CIE 3.3 User Interface Customer service: module 117

118 2. The color of the LED indicates the status of the transmission job. Icons: Create new You can use the following icons when you create a new . You can format the text of the document any way you want it. Icon Explanation Cut Copy Paste Undo Redo Bold Italics Underline Align left Center Align right Justify Horizontal line Numbering Bullets Decrease indent Increase indent Font color Highlight Check spelling 118 Customer service: module User Manual CIE 3.3 User Interface

119 Format, Font, Font size You can use the following functions to change the formatting of a text. List box Format Font Font size Explanation Style The options are: Paragraph Heading 1 Heading 2 Heading 3 Heading 4 Heading 5 Heading 6 Address Formatted Use paragraph for normal body text. Heading 1 is the largest header size and Heading 6 is the smallest. Use Address to format an address. Use Formatted for special markup (italics) Select the relevant characters. The options are: Arial Courier New Times New Roman Verdana Select the relevant characters. The options are: Extra small Small Normal Large Larger than X-Large XX-Large User Manual CIE 3.3 User Interface Customer service: module 119

120 Mailbox folders The following mailbox folders are available for documents ( s/sms text messages/faxes). A figure in brackets after the name of the folder indicates the number of unread documents. Icon Name of mailbox Explanation folder Inbox The Inbox folder contains all incoming documents. Deferred The Deferred folder contains documents that will be automatically re-submitted to the Inbox at the specified date and time. This folder only appears if you have the Place s on hold privilege. Drafts The Drafts folder contains documents that you have not yet sent. Sent The Sent folder contains all the documents that you have already sent. Deleted The Deleted folder contains documents that you have deleted. Overview The Overview folder contains all the documents for the various topics. If you are working as an agent, you can view and pickup the documents in the Overview folder. You cannot edit documents directly. If you are working as a Supervisor, you can delete documents in the Overview folder and delegate them to topics or agents. A Supervisor possesses the UMR-Supervisor privilege. Note that you need to possess the relevant privileges for the topics. Your system administrator configures the privileges using the Configuration application. Completed The Completed folder contains all completed documents that remain in the UMR database. Outbox The Outbox folder shows all sent documents. Depending on the privilege, this folder shows the documents of an agent or also of topics. You can forward a document, change the send status, or view the properties by means of a pop-up menu. Archive The Archive folder provides an overview of all completed documents that have already been moved from the Runtime database to an external database during an archiving run. The archive is only available if a transfer of completed documents to an external archive database is planned and the UMRClientAdapter is configured accordingly. In this case, this folder can be accessed by all agents. 120 Customer service: module User Manual CIE 3.3 User Interface

121 To display the documents, click on the relevant mailbox folder tab.you will find more information about mailbox folders in Adapting the work area. That section explains which actions you can perform on the documents in each mailbox folder. Processing status display In the action bar on the far left of each document window you can see the processing status of the document. This area has a slightly darker background. When a new document is created, this indicator is initially empty. Processing statuses The following table shows each possible processing status. Processing status Explanation Multiselection, You have selected multiple documents. Create mail Reply mail Forward mail Mail sent Enter job code Reply not CC mail Forward not-cc mail Not CC mail Preview Document does not exist You are composing a new, outgoing . You are writing a reply to a CC . (CC=CallCenter) You are preparing a CC for forwarding. (CC=CallCenter) You are displaying an that has already been sent. You must input a job code before the can be closed out. You are writing a reply to an that was not assigned to you by CallCenter. You are preparing an for forwarding that was not assigned to you by CallCenter. Viewing a non-cc that has been received. /task has not yet been activated. Therefore only a preview is allowed. System error: The selected document is not available. More information The Processing status display also shows whether a document has already been answered or forwarded. Processing status Explanation has not yet been answered. Replied: has been answered. has not yet been forwarded. Forwarded: has been forwarded. Action bar The action bar allows you to perform various actions. Actions on documents ( /sms/fax) User Manual CIE 3.3 User Interface Customer service: module 121

122 The order in which the buttons are displayed varies for the individual actions. The first button (from left to right) is always Send document. For a detailed description of the individual actions, see Processing documents (actions). Button Explanation Create a new document. Send document. Reply to the sender of a document. Save document. If you are writing a new , it is saved to the Drafts folder. Put document on hold. A document is held until the designated date and time. It then re-appears in the Inbox folder. When you click this button, a window is displayed in which you can enter a date and time and a note. The Note icon is then displayed in the second column of the document list. To read the note, click on the Note icon. Forward document Repeat transmission of a document (following a transmission error only). If the transmission failed (e.g. when attempting to send a fax) the document is transmitted again. Delegate document (assign) and add a note to it. Pick up the document. Completing the processing of a transaction. The archived document is closed and moved to the Completed folder. Allocate a job code. A job code is required. Add an attachment to the document. Configure transmission options. 122 Customer service: module User Manual CIE 3.3 User Interface

123 Document transmission actions Button Explanation Stop the transmission job General actions Button Explanation Note You can add a note when delegating a document or putting it on hold (for resubmission). The Note icon appears in the document list and in the mail header of a document. To read the note, click on this icon in the mail header of the document. Print document Maximize work area Reduce work area Close document If you have made changes to the document, the following message is displayed: Document was changed. To save the document to the Drafts folder, click on OK. To discard the changes, click on Cancel. User Manual CIE 3.3 User Interface Customer service: module 123

124 Agent status indicator You can see the indicator for the status of agents in the bottom left-hand corner of the window. If the agent is logged in, the indicator looks as follows (example only): Smith, John - logged in (Active) If the agent is on a break, the indicator changes as follows (example only): Smith, John - logged on (Break) display area and processing area In this area, located below the action bar, you process your documents. If you are replying to an , the following two areas are displayed (top to bottom) display area Processing area (e.g. the reply to an that you are in the process of writing) 124 Customer service: module User Manual CIE 3.3 User Interface

125 Configuring mailbox folders You can configure your work area. Each folder has columns that are displayed by default. Available mailbox folders The following table lists the mailbox folders and the columns that are displayed. The columns marked with a star (*) are not pre-set. You can display these columns if necessary. Icon Mailbox folder Columns Inbox Status image, Attachment, Status text, Service, Sender, Topic, Subject, Received, To*, Cc*, Created*, Sender address* Deferred Status image*, Attachment, Resubmission time, Status text*, Sender, Topic, Subject, To*, Cc*, Created*, Sender address* Drafts Status image, Attachment, Status text, Sender, Subject, To, Cc*, Bcc*, Created, Sender address* Sent Status image*, Attachment, Status text*, Sender, Topic, Subject, To, Cc*, Created, Sender address* Deleted Status image, Attachment*, Status text*, Sender, Topic, Subject, Received, To*, Cc*, Created*, Sender address* Overview Status image, Attachment, Status text, Service, Sender, Topic, Subject, Received, Mailbox, To*, Cc*, Created*, Sender address* Completed Status image, Transaction number, Attachment*, Status text*, Sender, Topic, Subject, Received, Mailbox, To*, Cc*, Created*, Sender address* Outbox Attachment, Sender, Status image*, Priority*, Status text*, Sender address*, CC*, Topic, To, Subject, Created, Mailbox Archive Status image, Transaction number, Attachment*, Status text*, Sender, Topic, Subject, Received, Mailbox, To*, Cc*, Created*, Sender address* User Manual CIE 3.3 User Interface Customer service: module 125

126 Setting visible folders You can configure which folders are to be displayed and which are to be hidden. You cannot hide the Inbox folder. To specify the folders that are to be displayed, do the following: 1. Select Visible Folders either from the View menu or from the popup menu (right mouse button). The Visible Folders dialog is displayed. 2. You can use the >> and << buttons to configure the list of selected (visible) folders the way you want it. 3. Use the Up and Down buttons to change the order in which they are displayed. 4. Click OK to save your settings. Displayed columns configuration For each folder you can specify the columns that are to be displayed. For the Inbox, Deferred, and Overview folders, you can configures an expanded status text. The settings are saved as personal settings when the agent logs off. Displaying an expanded status text For the Inbox, Deferred, and Overview folders, you can also configure whether the following information should be displayed: No answer sent No forwarding sent Proceed as follows to enable/ disable the option: 1. Select Columns either from the View menu or from the pop-up menu (right-click on mailbox folder). A window appears. 2. Select the Show extended state text according to your needs. 3. To save your settings, click on OK. 126 Customer service: module User Manual CIE 3.3 User Interface

127 Configuring the columns To specify which columns are to be displayed, perform the following steps: 1. Select Columns either from the View menu or from the pop-up menu (right-click on mailbox folder). A window appears. 2. You see two lists: Lists Explanation Available columns Selected columns The Available columns list shows all the columns that are available for the relevant mailbox folder. The Selected columns list shows all the columns that are displayed for the relevant mailbox folder. 3. To move a column from one list to the other, select the column then click on the relevant arrow. 4. In the Selected columns list you can determine the order in which the columns are displayed by moving the individual columns up or down using the corresponding button. 5. To save your settings, click on OK. User Manual CIE 3.3 User Interface Customer service: module 127

128 Sorting columns To sort columns perform the following steps: 1. To sort a column, click on the column header. The header of the column to be sorted is grayed. The sort direction is indicated by a small arrow (upwards means ascending order; downwards means descending order). 2. To reverse the sort sequence, click on the column header again. Changing the column width You can alter the width of the columns as desired. To change the column width, do the following: 1. Click on the column separator. The mouse pointer changes shape. 2. Hold down the mouse button and customize the width of the column. Adapting the work area You can make optimum use of the available space for the work you are doing at the time by maximizing or minimizing the individual areas. The work area within a mailbox folder is divided into several individual areas. You can use the icon to maximize the individual areas. This causes the higher-level area in each case to be hidden. Hiding and showing Icon Explanation Hides, the document list, for example. Shows the document list again. Hides the mail view in the work areas for replies and forwarding. Shows the mail view list again. 128 Customer service: module User Manual CIE 3.3 User Interface

129 Processing documents (mailbox folders) New incoming documents or documents being re-submitted are automatically placed in the Inbox folder. For more information on re-submitted documents, see the topic Mailbox folder: Deferred. You can access the actions that you can perform on the documents either via the action bar or the pop-up menu. Action No document selected Mailbox folders: Inbox The table below shows the actions that can be performed on a document depending on its state. Preview New document created Active document: View Active document: Replying Active document: Forwarding Create Reply Forward Delegate Send Exit Delete Job code Add attachment Transmission options Close - - Note In the context of Reply and Forward, the delete action refers to the active reply or to the mail to be forwarded. User Manual CIE 3.3 User Interface Customer service: module 129

130 Special features of documents The following table shows special features of documents. Document and actions New documents Incoming documents Attachments Pause Displays within a mailbox folder Close document Explanation The number of unread (new) documents is displayed in brackets on the Inbox tab. New, unread documents are indicated in bold type. The status of the documents is indicated by icons. For more information, see Processing status indicator. For incoming documents, the HTML body is displayed where possible. If there is no HTML body the plaintext body is displayed. In the HTML view, formatting and the display of embedded graphics are retained. Attachments to the original document are shown in a separate area at the end of the mail view. For each attachment, the file name and size in bytes is displayed. You can display attachments to both incoming and outgoing documents either via a pop-up menu or with a simple click. The pop-up menu contains the options: Open, Play back (telephone number) via telephone, Download, and Remove The Remove option is only available for documents you have created yourself. To open an attachment, click on it. If the file is not opened in the program that you expect, refer to your system administrator. If the agent is on a break, only a preview is permitted; the documents cannot be activated. This applies both to documents assigned by CallCenter and to directly addressed documents. Within a mailbox folder the document list is displayed along with the mail processing area. The mail processing area is divided into two area; one for displaying incoming mail, the other for processing replies and forwarding documents. When you close a document that has been changed (header, mail text, or send options), you are prompted to save the entries. 130 Customer service: module User Manual CIE 3.3 User Interface

131 Document and actions Reply and Forward Explanation You can choose whether to send an reply with or without the original text. The text of the original document is incorporated when you send a reply or a forwarded document. The formatting is retained in HTML s. A header is generated and placed before the text. Example: -----Original Message----- From: <Sender of the original message> Received: <Date and time the original document was received> To: <Recipient of the original message> Cc: <Cc recipient of the original message> Subject: <Subject of the original message> [..] Text of the original document [..] Attachments to the original document are not incorporated into replies. Attachments to the original document are included in forwarded documents. You can discard an active reply/document for forwarding by clicking on the Delete button in the action bar. The original document is then automatically re-displayed. Replies that have not yet been sent and documents that are yet to be forwarded are saved when the document is closed and remain linked to the original document. The original document is marked with a corresponding icon. They are not displayed on the Drafts folder. For each original document there can only ever be one 'active' reply or document for forwarding. You can send any number of replies to an original document. You can forward an original document any number of times. Once a reply has been sent or a document forwarded, the status icon for the original document reverts to the standard icon (with no active reply/document to forward). The original document cannot be closed out/exited while an answer exists that has not yet been sent or deleted or a document is waiting to be forwarded or deleted. Delegate Send When delegating (assigning) a document, you can select the agent or topic to which the document is to be delegated from a list of possible destinations. The destinations available at that time are displayed for you to select from. In addition, a note can be added. The transaction can be canceled. Either the actual agent or a topic can be entered as the sender of an /reply/forwarded document. For replies, the default is to use the topic via which the document entered the system. For forwarded or new documents, the agent is entered as the sender by default. Any topic for which the agent in question has authorization is available for use. User Manual CIE 3.3 User Interface Customer service: module 131

132 Document and actions Multipart Attachments Explanation Newly created documents, replies and forwarded documents are sent in a multipart/alternative format; i.e. the body is present in both plaintext and HTML form. You can add attachments to all outgoing s. These are shown in a separate area, as in the view. Special features of documents assigned in the CIE system The following table shows special features of documents assigned to you in the CIE system. Document and actions Activate Delegate Explanation Documents distributed via CallCenter must be activated before they can be processed. To activate the document, either double-click on it, or rightclick on it then select Activate. Only one document can be processed, i.e. be active, at any time. If a second document is activated, the first activated document is placed in the Interrupted state. If changes were made to this document and have not already been saved, the user is asked whether the document is to be saved. Closing ( ) an activated document causes it to be placed in the Interrupted state. To gain access to uncompleted replies or documents for forwarding, you need to activate the original document. When you do this the active reply/document for forwarding is displayed in maximized form, i.e. the original document is hidden. When delegating (assigning) a document, you can select the agent or topic to which the document is to be delegated from a list of possible destinations. The available destinations are displayed for you to select from. The transaction can be canceled. The user can add a note when delegating a document. The presence of a note is indicated to the recipient by an icon in the header information within the view. The presence of a note is indicated in the relevant (Attachment) column, if this column is visible. To display the note in a dialog window, click on the Note icon in the header. In addition to the entries made by the agent, the system indicates in the note which agent delegated the document. After it has been delegated, the document is removed from the mailbox folder. 132 Customer service: module User Manual CIE 3.3 User Interface

133 Document and actions Job code Sent documents Completed (closed) documents Delete Explanation The job code can be entered as often as you wish. Each entered job code is shown in the statistics.the current job code is displayed in the header. If a job code is required before the original document can be closed out this is indicated by a small warning icon (orange/red LED) on the Job Code button. The original document remains active after a reply has been sent or a document forwarded. Once a document has been completed or exited, all users can continue to view it in the Completed folder, provided they have the relevant privilege. Both the topics that are visible and the agents can be restricted. If you have the Delete s privilege, you can delete s from the Inbox folder. User Manual CIE 3.3 User Interface Customer service: module 133

134 Special features of directly addressed incoming documents The following table shows special features when documents are sent directly to you. Document and actions Directly addressed documents Explanation Documents that are addressed directly to agents rather than assigned via CallCenter cannot be activated. They are to be processed without being activated. To gain access to the uncompleted replies or documents for forwarding, you need to select the original document. The active reply/document for forwarding is displayed in maximized form, i.e. the original document is hidden. Directly addressed incoming documents cannot be delegated. The original document remains selected after a reply has been sent or a document forwarded. If a document is completed or exited, it is not saved in the Completed folder. Special features of new outgoing documents The following table shows special features of new outgoing documents. Document and actions New outgoing documents Explanation New outgoing s are stored in the Drafts folder when they are closed. This folder only displays outgoing documents that have not yet been sent. New documents cannot be activated. Documents saved in the Drafts folder have to be selected for further processing. Mailbox folders: Deferred The Deferred mailbox folder provides an overview of all held documents. These documents are kept in this folder until the configured time (date/time of day). They are then automatically moved to the Inbox folder and are marked with the Follow up icon. Symbol: Follow up 134 Customer service: module User Manual CIE 3.3 User Interface

135 Mailbox folders: Drafts The Drafts folder provides an overview of all newly created documents that have not yet been sent. Uncompleted replies and documents for forwarding are not shown in this folder since access to these documents is gained exclusively by activating the original document. Status No document selected Document selected / new document created Newl y creat ed Repl y The table below shows the actions that can be performed on a document depending on its state. Forw ard Dele gate Send Delet e Hold Job code Add attac hme nt Tran smis sion optio ns Clos e Note The number of documents currently in the Drafts folder is indicated by a figure in brackets on the tab of the corresponding mailbox folder. Actions with and on documents can be accessed via the action bar or a pop-up menu. Drafts cannot be activated as they are not distributed via CallCenter but created directly by the agent. The agent can select the draft and process it further. When a newly created document is closed it is discarded if the agent has not made any entries in the header, the body and the transmission options. Otherwise, the agent is asked if the changes are to be saved. If a document is further processed and then closed, the agent is asked if the changes are to be saved. User Manual CIE 3.3 User Interface Customer service: module 135

136 Mailbox folders: Sent The Sent mailbox folder provides an overview of all newly created documents that have already been sent. Mailbox folders: Deleted The Deleted folder provides an overview of: all CallCenter s that were deleted instead of being sent all deleted non-callcenter s Emptying the recycle bin You can empty the recycle bin. This means that all documents are deleted. You cannot undo this action. Proceed as follows to empty the recycle bin: 1. Select Empty recycle bin under Additional options. 2. All documents are deleted. Mailbox folders: Overview Prerequisite To use all of the functions in the Overview folder, you need to have the relevant privileges. For further information please refer to: What are privileges? Functions in the Overview folder The Overview folder shows the documents independently of the mailbox folders in which they are currently located. The number of unread (new) documents is indicated on the tab for the Inbox folder. In this folder, the supervisor can intervene in the distribution of documents by delegating documents (using the Delegate button). For more information, see Delegate document. The supervisor can delegate or delete all documents that do not have a current status of Active. An agent can pick up documents. Deleted documents A document deleted by the supervisor is placed in the Deleted folder and thus removed from distribution. The supervisor can perform a final delete on a document in the Deleted folder or delegate it back to a topic. The document can no longer be delegated to an agent. The only way back into CallCenter is by delegating the document to a topic. 136 Customer service: module User Manual CIE 3.3 User Interface

137 Available actions The table below shows the actions that can be performed on a document depending on its state. Status Delegate Pick up Delete Exit Close No document selected Preview - Active document: View Active document: Replying Active document: Forwarding User Manual CIE 3.3 User Interface Customer service: module 137

138 Mailbox folders: Completed The Completed mailbox folder provides an overview of all completed (closed out) documents that have not yet been purged from the UMR database. As a UMR agent you have access to the Completed folder. At the time it was completed, each document was assigned to a particular agent. This assignment is maintained in the Completed folder so that you, as an agent, can easily find your own documents. Which documents and topics can I see as an agent? Normally an agent can only see his/her own documents. An agent cannot normally see any other documents. With the relevant privileges, an agent can also view other agents' documents. The privileges granted to agents are set up in the CIE Configuration application. For more information, see the Customer Interaction Express Configuration user manual. Can I process documents in the Completed folder? You can view and forward documents in the Completed folder. Documents can no longer be processed. How do I find specific documents and their associated answers/forwarded documents in the Completed folder? Transactions such as an original document and their associated replies/ forwarded documents are linked to each other by a unique transaction number. For this to work, the correct configuration is needed in the CIE Topics Configuration. Automatic assignment of ticket IDs for s must be activated there. For more information, see the Customer Interaction Express Configuration user manual. How do I know whether a job code is needed for a document? You can add the JCode (job code) column to the view. For information on how to add a column, see the Displayed columns configuration topic. 138 Customer service: module User Manual CIE 3.3 User Interface

139 Mailbox folder: Archive The Archive folder provides an overview of all completed documents that have already been moved from the Runtime database to an external database during an archiving run. The archive is only available if a transfer of completed documents to an external archive database is planned and the UMRClientAdapter is configured accordingly. In this case, this folder can be accessed by all agents. At the time it was completed, each document was assigned to a particular agent or topic. This assignment remains intact so that you can easily find your own documents again. What documents are displayed? The types of documents displayed can be restricted for each user with CIE rights. These can be used to specify which documents from which topics an agent sees. All documents from other topics are not displayed to these agents. All agents can see documents, such as read confirmations, that went directly to the agent and were then archived by the agent without being distributed via the CIE system. Editing no longer possible These documents can no longer be processed. You can only view these documents. No actions are possible if more than one document is selected. Transaction number Transactions such as an original document and their associated replies/ forwarded documents are linked to each other by a unique transaction number, which can be displayed along with the document. In order to receive unique transaction numbers, automatic assignment of the ticket ID for must be activated in the topic configuration. If a document is forwarded from the mailbox folder, this generates a new entry in the Completed folder with the forwarded document and the transaction number that the forwarded document had. In this way, the forward action can be retraced later on, as well. Search The displayed documents are limited with a search filter. A free text search can be performed via the subject, the subject and body, and the transaction number. Because the mailbox folder does not have a view of current data, it is not automatically updated. User Manual CIE 3.3 User Interface Customer service: module 139

140 All mailbox folders: Search function You can limit the number of documents that are displayed in each folder by using a search filter. In the Archive mailbox the search function cannot be disabled. Search Resetting fields 1. In the module menu, click on Additional options Display Search filters. If more than 100 documents are present in a folder, the controls for the search function are displayed automatically and the field indicating the number of lines to be displayed is set automatically to You can use the following search criteria: Search for: The system searches for parts of words. Search in: You can choose whether you want to search in the Subject line or the text body. Recipient: The system searches for a recipient. Sender: The system searches for a sender. From To In the From and/or To field, click the... button and select a date. Enter the time in the relevant field (the From field defaults automatically to 00:00 and the To field defaults automatically to 23:59). Topic: The system searches for a topic. Ticket Id Only mailbox folder Completed: The system searches for Ticket Id. Mailbox Completed and Overview folders only: In the Mailbox list box, enter the mailbox you want to search. 3. Click on the Use filter button. 1. To empty all fields, click on the Reset filter button. (All fields/list boxes are emptied, all check boxes are cleared). Hiding the input fields In the Archive mailbox the search function cannot be disabled. 1. To hide the input fields for the search function click on. 140 Customer service: module User Manual CIE 3.3 User Interface

141 Searching in mailboxes of deleted agents or topics If you have the View extended archive privilege, you can also search in the Archive folder for mailboxes of deleted agents or topics. The displayed documents are limited with a search filter. 1. Perform a search in the Archive folder. 2. In the mailbox list box, the mailboxes of deleted agents and topics are shown in different font. 3. You can select an agent or topic. Scrolling in folders If you have set the Maximum rows displayed option accordingly, the following line appears under the entries. If you have selected the Always display paging info option, the scroll functions are always available of 356 Paging through information 1. Press to scroll down one page (Lines option). The next entries are displayed. 2. Press to scroll to the end of the entries. 3. Press to scroll up one page (Lines option). 4. Press to scroll to the first page. User Manual CIE 3.3 User Interface Customer service: module 141

142 Processing documents (mail header) You can use various addresses. Sender addresses You can use various sender addresses. Which sender address can I use? If you are replying to a document, you can select a sender address. Prerequisite In order to reply as an agent, you must have the Reply as agent privilege. Input 1. Click on the From button. The Sender window is displayed. 2. From the list box select the agent (yourself) or a topic. The agent is separated from the topics by a broken line. The topics are in alphabetical order. Does the system provide a default sender address? The module provides a default sender address for each type of outgoing document. The table below shows the default sender for each type of document. Document type Topic of the Agent original message New document - Reply to a CallCenter document - Forwarding a CallCenter document - Reply to a document received directly - Forwarding a document received directly - Can I enter just any sender address? You cannot enter free text for the sender address. You can only select options supplied by the system in the list box (agent or topic from the list). 142 Customer service: module User Manual CIE 3.3 User Interface

143 Using addressing options When you create a new document (using the button), you can set an address in the To, Cc and Bcc fields (standard address types). What do I put in the To, Cc and Bcc fields? The standard To, Cc and Bcc address types are supported. To insert an address you have two options: Click on the To button to display the address book. Insert an address in the form <Service=Address> direct into the To field without calling up the addressing dialog. Note about options In Options under Additional options, you can specify that the Cc and Bcc fields should always be displayed. Option 1: address book 1. In the processing area, click on the To button. The address book is displayed. 2. Select the service you require. The services are sorted in alphabetical order. You can select from the following services: (default), fax, SMS text message. 3. You can select an address book. 4. Enter a search term. 5. Click on Search. A list is displayed containing the entries that were found. More than one entry may be found for a single search term. 6. Select the entry that you want to use. 7. Click on To, Cc or Bcc. You can add further recipients. 8. When you have entered all your recipients, click on OK. The correct addresses appear in the corresponding fields in the processing area (To, Cc or Bcc); see table below for examples. If there is more than one recipient, they are separated from each other by semi-colons. The Cc and Bcc fields are only displayed in the processing area if they are filled in in the addressing dialog. User Manual CIE 3.3 User Interface Customer service: module 143

144 Supported services The supported services set out below are dependent on the system being used. Service selected in addressing window Fax Address shown in processing area (example only) FAX3= SMS SMS= Option 2: direct addressing 1. Type the correct address directly in the processing area: Enter addresses in the To field as usual. Note about name prefix Addresses for other services are entered as follows: [Name]<Service=Address> Example: John Smith In the options you can specify whether the Cc and Bcc fields are to be displayed or not. You can also leave out the name prefix. 'Service' specifies the service to be used for the transmission and must be one of the supported services (see the table below). Use the proper form for the address; e.g. for SMTP the address must be in the correct SMTP format; for fax, a fax number is required, etc. If more than one address is inserted, separate them with semi-colons. Service name FAX3 SMS Explanation Send fax G3 documents Send text messages Send messages via the SMTP connector. 144 Customer service: module User Manual CIE 3.3 User Interface

145 What do I put in the Subject field? You can enter any combination of letters or numbers in the Subject field. When you are replying to a message, the subject line from the original message is automatically inserted, preceded by Re: (Re=Reply) When you are forwarding a message, the subject line from the original message is automatically inserted, preceded by FW: (FW = Forward) How can I include the text of the original in the reply or the document I am forwarding? In a reply, the body of the original is inserted automatically. In a forwarded document, the body of the original message is inserted automatically. User Manual CIE 3.3 User Interface Customer service: module 145

146 Key sequences To execute frequent tasks faster, you may use key sequences. Thus to execute a task you may use one key or a sequence of keys. editor When you process an you can use following key sequences. Key sequence Comment Ctrl + A Select all Ctrl + C Ctrl + V Ctrl + X Ctrl + Z Ctrl + Y Ctrl + B Ctrl + I Ctrl + U Ctrl + E Ctrl + L Ctrl + R Ctrl + F Ctrl + Shift + Z Ctrl + SPACE Ctrl + Plus Ctrl + Minus Ctrl + Shift + Plus Ctrl + Shift + Minus Copy to the clipboard Add the clipboard content Move to the clipboard Undo Retry Bold Italic Underline Center Align left Align right Justify Delete formatting Bigger type size Smaller type size Increase indent Decrease indent list In the list view you can use the following key sequences. Key sequence Ctrl + Home Ctrl + End Ctrl + Page Down Ctrl + Page Up Comment First page Last page Previous page Next page 146 Customer service: module User Manual CIE 3.3 User Interface

147 Functions and commands You can execute following functions and commands with key sequences. Key sequence Comment Ctrl + N New Ctrl + R Ctrl + Shift + R Ctrl + Shift + I Ctrl + W Ctrl + G Ctrl + Shift + K Ctrl + D Ctrl + Shift + A Ctrl + Shift + E Ctrl + H Ctrl + S Ctrl + T Ctrl + F Ctrl + O Ctrl + Shift + T ESCAPE Reply Reply with options Reply all with options Forward Delegate Defer Delete Job code ( ) Send Add attachment Save Activate the selected and change to the text view Activate the search filter Set the focus an the current folder list Select textblocks Leave textblock, return to editor User Manual CIE 3.3 User Interface Customer service: module 147

148 Using the address books In the module, you can use a personal address book, a shared address book, or both. When addressing a message, you can look up and select names, addresses and distribution lists in the address book. When you enter a name in the To, Cc or Bcc field in an message, the E- mail module automatically checks the address book for matching names. If a matching entry is found, the name is resolved - the display name and the address are inserted - and the message can be sent. If no match is found, you are asked for further information. If more than one name contains the letters you entered, you can select a name from the list. In addition to using it to address messages, you can look up other information in the address book, such as office addresses and telephone numbers, by entering the name. Refer to documentation For information about how to set up address books, refer to the Customer Interaction Express Address Book Administration user manual. You can also access this documentation online. Types of address books The following types of address books can be displayed. Personal address book The personal address book consists of a list of names and distribution lists that you create and maintain. Personal address book entries are stored in a file. You can import a personal address book. For further information, see: Importing personal address books. Shared address book The shared address book contains the names and addresses of all users within your organization. This address list is centrally created and maintained by the system administrator. It can also contain the addresses of shared distribution lists. External address book Your system administrator can connect an external address book so that you can use the relevant information. 148 Customer service: module User Manual CIE 3.3 User Interface

149 Search fields in the address books You can use the following information to limit the search in the address books. Address books You can select the following address books: search fields Personal address book Shared address book You can search on the following fields: Name First name Fax Mobile Telephone Distribution list A distribution list is a compilation of recipients. It represents a simple tool for sending messages to a group of persons. A message that you send to a distribution list goes to all the recipients named in this list. In the To line, recipients will see their own name displayed along with those of all other recipients. The name of the distribution list is not displayed however. Service You can specify the service used to send the message. The following services are supported. Service Fax SMS Explanation If you select , the message is sent as an to the address. If you select Fax, the message is faxed to the telephone number. After the recipient, "(Fax)" is inserted for the service. If you select SMS, the message is sent to the telephone number as an SMS message. After the recipient, "(SMS)" is inserted for the service. User Manual CIE 3.3 User Interface Customer service: module 149

150 Search To search for an entry in an address book, do the following: 1. In the , click on To. The Targets dialog box opens. 2. Enter your search criterion. If necessary, you can limit your search. Choose the relevant list box entries, e.g. Personal address book. 3. Click on Search. A list is displayed containing the entries that were found. A scroll bar is added if necessary. 4. Select the entry that you want to use. 5. To transfer the entry, click on To, Cc or Bcc. 6. Click on OK to confirm the settings. If necessary, you can change the data and add or delete addresses. Displaying and changing transmission settings You can view, and if necessary change, the transmission settings. Note You cannot change the properties of an address book entry in the address book. If you change a transmission setting, these changes only apply to the current transmission job. Transmission settings You can view and changes the following transmission settings: Service Destination First name Name Street ZIP code Town Country Company 150 Customer service: module User Manual CIE 3.3 User Interface

151 Displaying and changing To view or change the transmission settings for a recipient, do the following: 1. Double-click on the entry in the To, Cc or Bcc field. You can use this function in the message or in the Addressing dialog. The Send details dialog opens. 2. You can change the settings. 3. Click on OK to apply your changes. Displaying and changing a distribution list You can view the distribution list. You cannot add or remove recipients. Note You cannot change the distribution list in the address book. You can however revise the recipients for the current document and change the distribution list in this way. List The distribution list shows the names of the recipients with the following information: Last name, first name, and address. Displaying and changing To view the distribution list or change recipients, do the following: 1. Click on the entry in the To, Cc or Bcc field. The address book is displayed. 2. Select a distribution list. 3. Click on To, Cc or Bcc. The distribution list is transferred to the field. 4. Click on OK to apply your selections. User Manual CIE 3.3 User Interface Customer service: module 151

152 Configuring options You can configure various options. Your options are saved when you log out. Configuring updates You can specify how and when a folder is updated. If you automatically update the folder, you can set an interval between 0 and 60 seconds for this to be done. If necessary, you can also update the folders manually. We do not recommend this setting. Settings Proceed as follows to set the options: 1. On the View menu, select Update options. The Update dialog opens. 2. Set the options as required. 3. Click OK to save your settings. Available options You can configure the options for , notification, and displayed lines. General The table below lists the available general options: Option Activate call center on selection Explanation When you select this option, the message is automatically activated when you click on it. Playback via telephone The following table shows the setting for playback via telephone: Option Destination Explanation Indicates the number of the telephone where the message is to be played back. 152 Customer service: module User Manual CIE 3.3 User Interface

153 The table below lists the available options for Option Show CC input Show BCC input Explanation You can specify that the CC field should be displayed when you are processing a message. You can specify that the BCC field should be displayed when you are processing a message. Notification The table below lists the available options for notification. Option Play sound on incoming mail. Show message on incoming mail Close message manually Close after: 4 sec. Explanation When you receive an , a sound that you have configured is played. You can configure the sound at New Mail Notification in the Sounds tab under Control Panel Sounds and Audio Devices. A notification is displayed when you receive a new . Normally, the notification is closed after the set period of time. If you choose this option, you must close the notification manually. You can choose the time period after which the notification is closed. The time is expressed in seconds. You can set a time between 1 and 60 seconds. User Manual CIE 3.3 User Interface Customer service: module 153

154 Maximum displayed lines The table below lists the available options for the displayed lines. Option Rows: 100 Always display line info Explanation You can configure the number of rows displayed in a folder. If the folder contains more lines, you can scroll down. The scroll icons are always visible. Scroll icons If you want to display the line info, you can use the following icons to scroll in folders. The following view appears under the entries: 1 25 of 356 Icon Explanation Scrolls to the beginning of the entries. The first entries are displayed. Scrolls up one page. The number of lines displayed depends on the number you have configured. Scrolls one page down. The number of lines displayed depends on the number you have configured. Scrolls to the end of the entries. Setting the options Proceed as follows to set the options: 1. On the Additional options menu select Options. The Options dialog opens. 2. Set the options as required. 3. Click OK to save your settings. 154 Customer service: module User Manual CIE 3.3 User Interface

155 Importing personal address books The module allows you to import a personal address list and one or more distribution lists. You need a relevant file in CSV format. Limitations When you import data you should be aware of the following restrictions: When you import data it overwrites all data that is currently in the address book. For this reason, the address list and distribution lists must always be imported together. It is not possible to import addresses or an individual distribution list at a later date. If the CSV file was created in Microsoft Excel, it is not possible to have just a single value in a row. Microsoft Excel interprets all the remaining columns as being empty and creates a line in the form <Distribution list name>;;;;;;;;;;. You must precede the name with a # (hash) so that the distribution list names are recognized during the import. Error handling If the address book server is not available, an information message to that effect is displayed. You cannot import data in this situation. The module attempts to restore the connection to the address book server. To attempt a new import, you need to open the import window again. If errors occur during an import operation, these are written to a log file. Import files Import files must be ASCII text files. The file extensions CSV and TXT are permitted. The data records must be arranged in rows. The individual values must be separated by semi-colons (;). The values must not contain semi-colons. Type-dependent (address list or distribution list) import information must be placed at the beginning of the import data. The import files may contain any number of empty rows. You can create specific templates for importing addresses or distribution lists. User Manual CIE 3.3 User Interface Customer service: module 155

156 Import information (header) The columns to which the values in the subsequent data records are assigned are defined in the first row. The column names must match the names permitted for importing addresses into this address book. The valid column names can be seen in the dialog. Leading or trailing blanks in the column names are ignored. Note that the column names are case-sensitive. Invalid columns are not imported and a corresponding error message is displayed in the log file. Data records The remaining rows contain the actual data records with the values to be assigned to the various columns. Columns may be left empty. The number of values (including "empty values") must match the number of values in the import information (header). Rows containing an invalid number of values are ignored during the import. A corresponding error message is written to the log file. Leading or trailing blanks in the values are ignored. Rows containing only empty values are ignored. A corresponding error message is written to the log file. Sample import file for a personal address book The example below shows a file used to import a personal address book. EntryId; LastName; FirstName; Street; PostalCode; City; PhoneNumber; MailAddress 123; Utzer; Ben; Dorfstraße 34c; 22941; Bargteheide; ; ben@firma.com 124; Comergo Bargteheide; ; Bahnhofstraße 24; 22941; Bargteheide; ; info@comergo.com 125; Bredet; Vera;;;;;vera_b@web.de 156 Customer service: module User Manual CIE 3.3 User Interface

157 Sample import file for a distribution list The example below shows a file used to import a distribution list. LastName; FirstName; voiceaddress; faxaddress; mailaddress; smsaddress; DisplayName Department A Utzer; Ben; ; ; ben.utzer@avaya.com;;benni Bredet; Vera; ; ; verabredet@firma.de; ; VeraB Gent; A.; ; ; agent@umrtest.int; ; A.Gent #Department B;;;;;; Maier; Carsten; ; ; carsten.maier@firma.com; ; CarstenM Müller; Christian; ; ; christian.mueller@firma.com;; ChristianM Schultze; Stefan; ; ; stefan.schultze@firma.com; ; StefanS Creating templates for CSV files You can easily create templates for address book imports and distribution lists. Available fields for address book You can apply the following fields for an address book import template. LastName, FirstName, State, Province, PostalCode, City, Company, Street, Department, MailboxDisplay, PhoneNumber, MobilePhone, PrivatePhone, BusinessFax, MailAddress, Country, EntryId Available fields for distribution list You can apply the following fields for a distribution list template. voiceaddress, mailaddress, smsaddress, faxaddress, DisplayName, ForeignKey, UniqueKey, LastName, FirstName, Gender, Sex, State, Province, PostalCode, City, Company, Street, Department, Title, HomePage, BusinessURL, Category, MailboxDisplay, PhoneNumber, PhoneNumber2, MobilePhone, MobilePhone2, PrivatePhone, PrivatePhone2, OtherPhone, OtherPhone2, Fax, BusinessFax, Fax2, PrivateFax, Address, MailAdress, Address2, Address3, Country, UserDef1, UserDef2, UserDef3, UserDef4, UserDef5, UserDef6, UserDef7, UserDef8, UserDef9, UserDef10, HomePage2, PrivateURL, EntryId, NotesTicketId, GPTicketId, SMS, SMS2, AdbId User Manual CIE 3.3 User Interface Customer service: module 157

158 Creating a template Proceed as follows to create a template for a CSV file: 1. In the File menu, select Generate Address Import File. The Create example CSV file for address import dialog appears. 2. Select the desired entries for the address book or the distribution list. 3. To create a template for an address import, click Address import template. A CSV file for a Address import template is created. 4. To create a template for a distribution list, click Distribution list template. A CSV file for a distribution list template is created. 5. You can save the CSV file you created or open it with an application. Importable columns Your system administrator can configure the importable columns in the Address book administration application. Columns The following columns are defined for the pre-configured personal and shared address books. ForeignKey, LastName, FirstName, Gender, State, Province, PostalCode, City, Company, Street, Department, Title, Homepage, Category, MailboxDisplay, PhoneNumber, PhoneNumber2, MobilePhone, MobilePhone2, PrivatePhone, PrivatePhone2, OtherPhone, OtherPhone2, Fax, Fax2, Address, Address2, Address3, EntryId Restrictions Only the Address column is currently used for sending a message by . For faxes, the Fax column is used. For SMS messages, the MobilePhone column is used. Distribution lists Individual entries in a distribution list may contain all the above columns. In addition, the mailaddress, faxaddress, smsaddress and voiceaddress columns must be present. When a message is sent to a distribution list, these additional fields are used as the destination and not the fields listed above ( message to mailaddress etc.). In a distribution list, the columns listed above are to be seen as address information for the person. The four additional fields serve as unambiguous destination addresses for the transmission of the message. This means that you could, for example, deliberately use one set of addresses for a bowling team distribution list and another for a development department distribution list although the people involved may be the same. 158 Customer service: module User Manual CIE 3.3 User Interface

159 Importing Prerequisite You have created suitable CSV files for the address book and distribution lists. You can import an address book list or one or more distribution lists. Note that after the import only this address book list or these distribution lists will be available to you. Import To import a personal address book and distribution lists, do the following: 1. On the File menu, select Import address book. The Import addresses for personal address book dialog opens. 2. In Addresses, click on Browse. 3. Select a relevant file. 4. In Distribution lists, click on Browse. 5. Select a relevant file. 6. To import the data, click on Import. The data are imported. 7. The log file is displayed. This file contains all information about the import. 8. Click on Close. The data in the personal address book and the distribution lists is ready for immediate use. Displaying valid column names You must specify the column names in the first row of the import file. You can have the valid column names displayed. Proceed as follows: 1. On the File menu, select Import address book. The Addressbook and distribution list import dialog opens. 2. Click on Display. The valid column names are displayed. The column names that must be included in the import are underlined. User Manual CIE 3.3 User Interface Customer service: module 159

160 Processing documents You can process documents and perform various actions. Creating a new document Creating a placeholder To create a new document, do the following: 1. Click on the Create new document button.. The processing status indicator changes to Creating new . The buttons that are now available to you are displayed in the action bar. The To button and the Subject field are displayed along with Maximize work area and Close. 2. Click on the To button. You can search in the address books. Or, Enter the address in the correct form in the To field (Cc, Bcc). For more information on addressing a document, see Using addressing options 3. Click OK. 4. Enter a subject. 5. Enter the text of your (fax, SMS message). 6. To save the document temporarily while you are composing it, click on the Save document button. Further topics Please note the following topics: Using the address books Working with text blocks Sending a document To send a document, do the following: 1. Click on the Send document button. 2. The document is sent to the address(es). 160 Customer service: module User Manual CIE 3.3 User Interface

161 Replying to the sender of a document To reply to the sender of a document, do the following: 1. To reply to the sender of a document, click on the button. The original view is hidden and the area containing the prepared reply document is maximized. The sender has been inserted in the To field. Re: has been inserted in the Subject field along with the text of the original subject line. 2. Enter the text of your (fax, SMS message). 3. To save the document temporarily while you are composing it, click on the Save document button. 4. Click on the Send document button. The document is sent to the sender (of the original document). Replying with or without the original text When replying to a message, you can choose whether to include the original text in your reply. Replying with original text To include the original text in your reply, do the following: 1. Click the list box. A menu appears. 2. Select Reply with original. The original message will be added to your message and displayed. Replying without original text To reply without including the original text, do the following: 1. Click the list box. A menu appears. 2. Select Reply without original. The original message will be not be added to your message. User Manual CIE 3.3 User Interface Customer service: module 161

162 Forwarding a document To forward a document, do the following: 1. Click on the Forward document button. The original view is hidden and the area containing the prepared forwarding document is maximized. Fwd: has been inserted in the Subject field along with the text of the original subject line. 2. Click on the To button. You can search in the address books. Or, Enter the address in the correct form in the To field (Cc, Bcc). For more information on addressing a document, see Using addressing options. 3. Click OK. 4. Enter the text of your (fax, SMS message). 5. To save the document temporarily while you are composing it, click on the Save document button. 6. Click on the Send document button. The document is forwarded to the address(es). Picking up a document You can pick up a document in the Overview folder. To pickup a document, do the following: 1. The Overview folder is displayed. Select the document. 2. Click on the Pick button. The document is flagged as Delegated (status). 3. The document you have picked up is displayed in your inbox. You can now process it as normal. 162 Customer service: module User Manual CIE 3.3 User Interface

163 Delegating a document To delegate a document, do the following: 1. Click on the Delegate document button. A window appears. 2. Select a destination from the list box. The destinations are broken down by topic and agent. Green means: available Red means: Temporarily unavailable (e.g. the agent is not logged on); you can still delegate the document. 3. Enter any text you want in the Note field. 4. Click on the Delegate button. 5. The document is delegated to an agent or a topic in line with the CIE system flow. If you have entered an agent directly as the destination, the document is sent direct to that agent (no flow). For more information, see the Customer Interaction Express Task Flow Editor user manual. 6. The document is removed from the mailbox folder. In addition to the entries made by the agent, the system indicates in the note which agent delegated the document. Completing the processing of a transaction To complete (close out) the processing of a transaction, do the following: 1. Click on the Complete processing of transaction button. Creating a signature You can create a personal signature, for example, your signature along with sender information. You can select whether this signature should automatically be added to each message. Proceed as follows to create a signature: 1. On the Additional options menu select Signature. The Personal signature dialog appears. 2. Enter your signature as you wish it to appear. You can use the usual formatting functions. 3. Select Use signature. 4. Click OK to save your settings: Your signature will automatically be inserted in each message. User Manual CIE 3.3 User Interface Customer service: module 163

164 Allocating a job code The job code can be entered as often as you wish. Only the last value given is stored. The current job code is displayed in the header. Mandatory job code If a job code is required before the original document can be closed out this is indicated by a small warning icon (orange/red LED) on the Job Code button. Entering a job code To enter a job code, do the following: 1. To enter a job code click on the Allocate job code button Adding an attachment. To add an attachment to a document, do the following: 1. Click on the Add attachment button. 2. Click on the Browse... button. The Select file window is displayed. 3. Click on the Browse button, select the required file from the relevant folder, then click on the Open button. You are returned to the previous window. The file and path have been inserted. 4. Click on the Paste button. The file name and size of the attachment you have added are displayed in brackets at the bottom of the document area. 164 Customer service: module User Manual CIE 3.3 User Interface

165 Configuring transmission options You can configure transmission options for all outgoing documents (new documents, replies, forwarded documents). Settings To configure the transmission options, do the following. 1. Click on the Transmission options button: A window appears. 2. Configure the settings as described below: General, Transmission time and (if you are sending a fax) the Fax options. Applying the options To apply the options, do the following: 1. To save the options, click on the Accept button. 2. As with changes to the body or header of an , changes to the transmission options cause a dialog box to be displayed when you close the document asking whether the changes are to be saved. Transmission options that were set and then saved when the document was closed can be viewed again and, where appropriate, changed when you work on the document again. Discarding the changes To discard the changes, do the following: 1. To discard the settings, click on the Cancel button. Options: General You can set the following general transmission options. What can you set? Explanation Cost center Enter your cost center in this field. Transmission priority Select one of the following values from the list box: Low Normal High Default: Normal Acknowledgement of receipt When you select this option, you will receive an acknowledgement receipt when the recipient opens the . User Manual CIE 3.3 User Interface Customer service: module 165

166 Options: Transmission time You can configure the following transmission time options. What can you set? Immediate Time Options: Fax options Explanation Select this option to have the document sent immediately. Select this option to have the document sent at a specified time. Default: Current date and time To change the date, click on the... button then click on the required date in the calendar. To set the time, type the values into the relevant field. You can configure the following fax options. What can you set? Explanation Sender ID You can enter a sender ID here. Example: is the country code (Germany) 69 is the local code (in the example given, the 0 is omitted in the international format) 5000 is the office number (access number) 123 is the agent's extension. If you leave this field blank and you have a fax extension, the sender ID is composed from the office number and your fax extension. If you are not sure whether you have a fax extension, ask your system administrator. If you leave this field blank and you have not been given a fax extension, a pre-set default fax number is automatically inserted. Ask your system administrator. Cover sheet Letterhead Following pages Select a cover sheet for the fax from the list box. Choose the letterhead template for the first page of the fax from the list box. Choose the letterhead template for the continuation pages of the fax from the list box. 166 Customer service: module User Manual CIE 3.3 User Interface

167 Holding and resubmitting a document To put a document on hold, do the following: 1. In the action bar in the mail view area, click on the Hold button. 2. Enter the date and time at which the document is to be resubmitted. 3. Enter any text you want in the Note field. 4. Click on Hold. The document is moved to the Deferred mailbox folder and is kept there until the specified date and time. It is then placed in the Inbox folder and marked with the Re-submission document status icon. The Note icon is displayed in the second column. When you open the document, you can click on the icon to read the note. Saving a document temporarily To save a document temporarily, do the following: 1. Click on the Save document button.. 2. The document is saved to the Drafts mailbox folder. Repeating a failed transmission Prerequisite You can only repeat a transmission if the original transmission was ended by an error (e.g. a fax transmission failing because the receiving device was busy). Repeating the transmission To repeat the transmission, do the following: 1. In the Outbox or Sent folder, right-click the document that failed to be transmitted due to an error (e.g. a failed fax transmission). A pop-up menu opens. 2. Select show send state. 3. Select the document. 4. Click on the Repeat button. The transmission job is repeated. User Manual CIE 3.3 User Interface Customer service: module 167

168 Resending a document You can resend a document at any time. To resend a document, do the following: 1. Right-click the document. A pop-up menu opens. 2. Select Show send state. 3. Select the document. 4. Click on the Re-send document button. The document is displayed in edit mode. 5. You can edit the document and, if applicable, enter a new subject or a new address. 6. Click on the Send button. The document is resent. Printing a document You can print the document on your desktop printer. Prerequisite You need to have the relevant privilege. For further information please refer to: What are privileges? Print To print a document, do the following: 1. Click on Print. A print view is displayed. 2. Proceed in the normal way. 3. To close the print view, click on OK. 168 Customer service: module User Manual CIE 3.3 User Interface

169 Editing attachments You can attach additional information to a document. Attachments are displayed in an offset area at the bottom of the view. For each attachment, the file name and size in bytes is displayed. You can display attachments to both incoming and outgoing documents either via a pop-up menu or with a simple click. The attachment can be opened directly if the mime type of the attachment is known or if an appropriate application for the mime type is registered. If the type is unknown, you can download the attachment. You can only view an attachment if you activate the document. Options You can use the following functions for an attachment: Open (known type) Download (all types) Play back (telephone number) via telephone (WAV files only) Uninstalling components Playback via telephone If you have the correct setup, you can listen to a WAV file over your telephone. Open, download, Play back, Remove Proceed as follows to edit an attachment: 1. Right-click the attachment. A pop-up menu opens. 2. Select a function. User Manual CIE 3.3 User Interface Customer service: module 169

170 Viewing processes and transmission status You can view the processes for a document and see the transmission status in the Outbox and Sent folders. Displaying the processes You can display the processes associated with a document. Proceed as follows: 1. Right-click a document. A pop-up menu opens. 2. Select Show related documents. The associated processes are displayed. Available actions You can perform the following actions if necessary: Stop Repeat Resend Delete selection Displaying a transmission status You can view the transmission status of a document in the Outbox and Sent folders. Proceed as follows: 1. Right-click a document. A pop-up menu opens. 2. Select Show send state. The transmission status of a document is displayed. Available actions You can perform the following actions if necessary: Stop Repeat Resend Delete selection 170 Customer service: module User Manual CIE 3.3 User Interface

171 Using the spell checker When you have written a message, you can check the Subject line and the body for spelling errors. You can select a language. Entries not included in the dictionary are highlighted. A replacement is suggested. You can ignore individual suggestions or all suggestions. You can change individual entries or all entries. How is an entry identified if it is not in the dictionary? Entries that are not found in the dictionary are underlined in red. The red underline appears as follows: Supported languages for the spell check The spell check supports the following languages. Dictionaries are available for these languages: Danish German English (American, British, Canadian) Finnish French (Canadian, European) Italian Dutch Norwegian Portuguese (Iberian, Brazilian) Swedish Spanish (European, Mexican, South American) User Manual CIE 3.3 User Interface Customer service: module 171

172 Performing a spell check To perform a spell check on a text or subject line, do the following; 1. Click (spell check). The Spell Check dialog opens. The language you selected for the user interface is used as the default language. 2. The message text is displayed. The first entry not found in the dictionary is underlined in red. You cannot change the text while the entire text is displayed. 3. To make changes to the text, either select a word suggestion from the list box or enter a new word in the Change To box. 4. Click Change to apply the change. 5. If you do not want to change the text, click Ignore. 6. The next entry not found in the dictionary is highlighted. 7. When you have finished making changes, click Apply. The message text will be changed accordingly. Functions and settings for the spell check Settings The following settings are used for the spell check. Setting Explanation Language You can select a language for the dictionary to be used. Not in dictionary Shows a word that is not in the dictionary. Change to Shows the modified text. You can edit this text as you wish. List box Displays suggestions from the dictionary. 172 Customer service: module User Manual CIE 3.3 User Interface

173 Functions (buttons) The following settings can be performed during the spell check. Function Ignore Ignore All Change Change All Add word Applyi Close Explanation The word is ignored. All instances of this word are ignored. The word is changed as specified in the Change To field. Changes all instances of this word. You accept the word signaled as incorrect and add the word to the company dictionary for the selected language. In the future, this word will no longer be identified as an error. If you have the correct privilege, you can view and modify the company dictionary. Applies the changes in the message. Ends the spell check. You are asked whether you want to discard the changes. User Manual CIE 3.3 User Interface Customer service: module 173

174 Working with text blocks For ease of creation and a uniform appearance you can use text blocks to create your messages. The text blocks could also contain, for example, templates for opening salutations and a closing phrase. Text blocks can contain placeholders. A placeholder is a kind of variable. A placeholder is normally substituted by your system automatically. Where necessary, your system administrator can use a placeholder to insert extra information into the message. Prerequisite To use text blocks you need the Use text blocks privilege. For further information please refer to: What are privileges? The text blocks are normally created and maintained by your system administrator. Consider Changed text blocks are only visible and usable after renewed logging in. Structure of the text block view When you are editing a message, an additional window is displayed on the righthand side of the screen containing the available text blocks. Restricting the text block view To restrict the text block view you can use the following list boxes. This has the effect of displaying only the corresponding text blocks. Structure Languages Topics Your system administrator determines the structure of the text blocks. They are displayed in a kind of tree structure. The following table shows the icons used and explains their meanings. Icon Explanation Indicates that the folder contains one or more text blocks or subfolders. To display the contents of the folder, click on. Displays the opened folder. To close the folder, click on. A folder may contain further subfolders. Textblock 174 Customer service: module User Manual CIE 3.3 User Interface

175 Showing and hiding You can show or hide the text block view. Proceed as follows: 1. To hide the text block view, click on. 2. To show the text block view, click on. Inserting a text block Inserting You are editing a message and would like to insert a text block. Proceed as follows: 1. You are editing a message. Select the text block. A preview is displayed. 2. Double-click on the text block or Click on Paste. The text block is inserted. 3. You can continue to process the message and send it as normal. Expanding an unknown placeholder Placeholders are normally substituted by the system. Unknown placeholders are displayed in red with a black edge. Example: Place holder Where a placeholder is unknown, you need to insert the relevant piece of information before the message is sent. Proceed as follows: 1. You have edited a message and inserted a text block. The text block contains unknown placeholders. 2. When you attempt to send the message the Replace unknown placeholders dialog box is displayed. 3. Enter the information. 4. Click OK. The message is sent. User Manual CIE 3.3 User Interface Customer service: module 175

176 Tips and tricks This topic contains additional notes, tips and tricks. Right mouse button (pop-up menu) You can also use the right mouse button to access functions in the folders. Functions The following functions are available depending on the privileges you possess and the status of the document. Activate Reply Forward Delegate Delete Hold Job code Display transmission status Properties Opening a pop-up menu To access a function, do the following. 1. Click on a message with the right-hand mouse button. A pop-up menu opens. 2. Select the command you require. 176 Customer service: module User Manual CIE 3.3 User Interface

177 What are privileges? Privileges are used to control which applications of the CIE system an agent can use and which actions the agent can execute within the applications. Privileges for UMR The following privileges are available for you as a user of the module. Note that these privileges determine whether or not you can use individual functions. Privilege UMR administrator Text block administration UMR supervisor Use text blocks Place s on hold Print s View agent queue Delete s Automatic login View extended archive Reply as agent Meaning If you possess this privilege, you can use the following functions: configuration Address book administration The relevant icons will appear under Administration in the task bar. If you possess this privilege, you can use the text block administration module. For details of how to perform this role, see the relevant topics in the online help or the manual. If you possess this privilege you can work as a supervisor. As a supervisor you can use the following functions. In the Overview folder - Delete document - Delegate document to agents - Delegate document to topics In the Deleted folder - Delegate document to topic If you possess this privilege, you can use text blocks in documents. The text blocks are set up using the text block administration module. If you possess this privilege you can put documents on hold. These documents will then be found in the Deferred folder. If you possess this privilege you can print documents. With this privilege, an agent can view the queue of s pending for his or her authorized topics. The agent can select s from this queue. With this privilege, agents can delete active s. Once deleted, these s cannot be retrieved. With this privilege, you are automatically logged into the agent group configured for you. With this privilege, agents can display mailboxes of deleted agents or topics in the Archive folder. With this privilege, an agent can choose whether to reply as a topic or an agent. The corresponding address is then used as the sender. User Manual CIE 3.3 User Interface Customer service: module 177

178 Who configures privileges? Normally your system administrator will set up your privileges. Privileges are set in the Configuration module. Tracking messages By issuing so-called ticket IDs you can track the events associated with a message. What is a ticket ID? When a new message arrives in a topic, a number (the ticket-id) can be automatically assigned to it. Ticket-IDs are used to logically connect several customer requests and queries relating to the same transaction. The ticket-id is written to the following fields. Subject of (as additional string) Additional attributes of (as string) Tag CCK_TicketID (as string) Who sets up ticket IDs? Your system administrator normally sets the Automatically issue ticket IDs option for the topics using the Configuration application. How can you view a ticket ID? To view the ticket ID look in the Properties of a message. 178 Customer service: module User Manual CIE 3.3 User Interface

179 Viewing the properties of a message Every message in the system has certain properties. Normally you do not need to know about them. Viewing To view the properties of a message, do the following: 1. Right-click the message. A pop-up menu opens. 2. Select Properties. The properties of the message are displayed. Displayed properties The following properties are displayed: Document ID Folders Write-protection Mailbox Replied Forwarded Automatic reply Task status Original topic Current topic Attributes User Manual CIE 3.3 User Interface Customer service: module 179

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181 Customer service: Chat module Chat module: Introduction Chat means an electronic communication in real time. You can edit chat requests with the module chat in the system CIE. Structure The chat module is divided into the following three areas. The height of each area you can set. If necessary, a scroll bar. List view Chat progress Chat input Icon in the taskbar In the taskbar shows the following icon for the chat module. Icons in the tool bar In the toolbar you can click the icon (chat), then to work as a chat agent.the icon also shows if pending new chat requests. The button also flashes. One new chat request. Two new chat requests. Three ore more new chat requests. User Manual CIE 3.3 User Interface Customer service: Chat module 181

182 List view The list view shows the chat requests in a list. The list shows for each chat request the following information. Column Information Explanation Status New Shows a new chat request. Status Read Indicates that the chat request is read. The chat progress shows the text of the chat request. Status Active Shows the active chat request. The chat progress shows the text of the chat request.! New request! New request Shows a new message of a chat request. The chat request is not active. Shows that the participant is typing.! Shows that the participant has ended the chat request. Topic - Shows the CIE topic for the chat request. The participant has chosen this topic. Participant - Shows the name of the chat participant. If the chat participant starts an anonymous chat request, the name can consist of letters and numbers. Participant address - Shows the Jabber Identifier of the participant. Started - Shows the start time of the chat request Text - Shows the first text of the chat request. Customer name - Adjustable range Shows the customer name, if the customer name is configured as customer. The height of the list view can be adjusted. You can hide the list view. Columns The columns can be set accordingly. 182 Customer service: Chat module User Manual CIE 3.3 User Interface

183 Chat progress The chat progress shows in chronological order the chat progress. The chat progress shows the following information. Time Name of the chat participant Chat message Adjustable range The height of the chat progress can be adjusted. You can maximize the chat progress. Print Maximize chat progress You can print the chat progress. Print chat progress Chat input In the chat input you can type a text to the active chat request. The following functions are available. Smilies Not available. Spell check Not available. Send Send text. You can also use the key RETURN. User Manual CIE 3.3 User Interface Customer service: Chat module 183

184 Work with the Chat module You work in the CIE system as an agent. With the chat module you can edit chat requests and use the usual functions in the call center system. You can change any time to telephony or to processing. Prerequisite To use chat, you must be configured as an chat agent. The appropriate privileges and authorizations are needed. Starting the chat module To start the chat module proceed as follows. 2. Choose Chat from the munu Go to. or or 1. Click (Chat) in the task bar. 1. Click (Chat) in the tool bar. Signing on to agent group for chat To sign on to an agent group proceed as follows. 4. Click Select AG. The agent group selection dialog appears. 5. Mark the appropriate agent groups for Chat 6. Click OK. You are signed on to the selected agent groups. For more information see: Signing on to or out of from agent groups Accepting a chat request 1. To accept a chat request, double click an entry in the list view. 2. The list view shows the state active. 184 Customer service: Chat module User Manual CIE 3.3 User Interface

185 Answering a chat request Use the chat input to answer a chat request. 1. Enter the text. 2. You can insert smilies. 3. To send the text click (Send) or use the key RETURN. Completing a chat request 1. To complete a chat request, click (Complete). 2. If a job code is required, then click on (job code) and select the job code. Inserting a smily Not available. Check the spelling Not available. Pausing and exiting For more information see: Starting, pausing and exiting the application. Setting the columns You can set the column order for the list view. You can specify the order and which columns are displayed. The status column can not hide you. 1. To set the columns, select Columns under Chat. 2. Configure the columns. 3. To save your changes, click OK. The changes are applied. The view is saved when you log out. Printing the chat progress Not available. 1. To print a chat progress click (Print). User Manual CIE 3.3 User Interface Customer service: Chat module 185

186 Functions in the chat progress In the chat progress you can mark and copy characters or words. You can print the chat progress. The context menu (right mouse button) shows the following functions. Context menu Select all Copy Print Print preview Use of the keyboard Explanation Select the text. Copy the selected text to the clipboard. Print the chat progress. Show the preview. To use the module to chat, you can use the following keyboard shortcuts. Shortcut TAB STRG + TAB STRG + T STRG + O STRG + F STRG + Shift + A STRG + Shift + E Explanation Switches between list view, chat progress and chat input. Switches between Requests and Archive. Activates the selected chat request. Set the focus tot he list view. Set the focus in the chat archive to the search filter. Opnes the menu for job code. End the chat request. 186 Customer service: Chat module User Manual CIE 3.3 User Interface

187 Overview of the buttons The follwing table shows the buttons and their function. Icon Name Function Maximize Maximizes the chat progress. Print Smilies Spell check Send Complete Prints the chat progress. Not available. Not available Sends the text. Completes the chat request. Job code Enter a job code. Archive Folder archive Search Reset Searches in chat archive. Resets search criterias. User Manual CIE 3.3 User Interface Customer service: Chat module 187

188 Use the chat archive All chat request can be stored in a chat archive. Prerequisites The appropriate privileges and authorizations are needed. The chat archive in the CIE system has to be installed and configured. Search in the chat archive You can search for an entry in the chat archive. You can limit a search using the following criteria. Date from to Topic Agent Participant SearchThe list view shows maximally 500 entries. Search 1. To find a chat request, select the appropriate criteria. Reset 2. Click (Search). 1. To reset the search criteria, click on (reset). 188 Customer service: Chat module User Manual CIE 3.3 User Interface

189 Supervision: Realtime information module What is Realtime information? Realtime information is a module in the CIE system. You use configured realtime information to provide realtime information on the status of the CIE system. What is realtime information? Realtime information provides information about the status of objects in the CIE system. Some object states can be monitored in real time, others are updated periodically. These states are displayed alphanumerically, graphically or in tabular form. Features You can use the following features with the Realtime information module. Configuration of realtime information Display of realtime information Creation, change and deletion of realtime information files Management, creation, change and deletion of folders and files Assignment of rights User Manual CIE 3.3 User Interface Supervision: Realtime information module 189

190 For which objects can you monitor the status? You can monitor the status of the following objects: Topic (structured according to task type) Agent (structured according to task type) Agent group (structured according to task type) Team (structured according to task type) PBX IVR Workplace Lines (Integral Enterprise, I55 only) Icons on the task bar Realtime information is represented on the task bar by the following icon. Additional Realtime Information command You can find information about the structure of the CIE UI application in the topic: Structure of the CIE UI application You will also find the Realtime Information menu on the menu bar. Realtime Information menu commands The following table shows the commands and functions of the Realtime Information menu. Command Close "Name of Realtime Information" Realtime Information 1 Realtime Information 2 Realtime Information 3 Autostart Profile autostart Save Window Positions Function Closes the current realtime information. Displays the opened realtime information. The current realtime information is identified with a check mark. The currently open realtime information will open automatically the next time you sign on. You can select a profile for which you want to configure autostart realtime information. All open realtime information with their current position information is stored as autostart realtime information for the autostart profile. Saves the current window position of separate realtime information. 190 Supervision: Realtime information module User Manual CIE 3.3 User Interface

191 Views in Realtime Information There are three different views in Realtime information. View File View Inspector Viewer Function Default monitors Folders for the realtime information and associated realtime information files are displayed in the File View. You need the File View to begin editing the realtime information files. You create and edit realtime information in the Inspector view. You view realtime information in the Viewer view. To start immediately after a new installation and a basic configuration default monitors for an agent group and a topic are predefined. User Manual CIE 3.3 User Interface Supervision: Realtime information module 191

192 View: File View File View is divided into four areas: the title bar, the tool bar, the Folder area, and the Realtime information files area. Title bar The title bar shows the realtime information File View. Tool bar Tool bar for realtime information File View You will find the following icons in the Realtime information tool bar of File View. Icon Name Function New folder Creates a new folder. New realtime information Edit Duplicate Delete Full screen Work area Separate realtime information Creates new realtime information. Toggles to edit mode (Inspector). The selected realtime information file is edited in the Inspector view. Copies a realtime information file. Deletes the selected realtime information file or folder. It is also possible to delete several files at once. The selected realtime information file is displayed as a full screen in the Viewer view. The selected realtime information file is displayed in the Viewer view. The selected realtime information file is displayed in a separate window in the Viewer view. 192 Supervision: Realtime information module User Manual CIE 3.3 User Interface

193 Folders This area shows the folders for the realtime information in a tree structure. You can use these folders for a clear layout and arrangement according to topic. You can create private or public folders. Only you can use private folders. All users with the respective privileges can use public folders. Realtime information files The realtime information files table shows the realtime information of a selected folder. The table shows the name and type of realtime information. Type indicates whether a realtime information file is private or public. Only you can use private realtime information. All users with the respective privileges can use public realtime information. The default Home and Telephony realtime information cannot be changed. In order to edit realtime information, the screens have to be copied first. Icons in the File View The following icons are used in the Folder and Realtime information files area. Icon Explanation Shows a public folder. Shows a private folder. Shows public realtime information. Shows private realtime information. Shows a home realtime information. Shows a default home realtime information. Shows a Telephony realtime information. Shows a default Telephony realtime information. Pop-up menus in the File View You can right-click in the Folder and Realtime information files area to open a pop-up menu. Note that you can only use certain commands in the pop-up menu, depending on what is selected. Unavailable commands appear in gray. Pop-up menu: Folders The following table shows the commands of the pop-up menu in the Folder area. Command New Folder (public) New Folder (private) New File (public) New File (private) Add Delete Rename Private Function Creates a new public folder. Creates a new private folder. Creates new public realtime information. Creates new private realtime information. Pastes one or more copied or cut realtime information files in the selected folder. Deletes the selected folder. You can rename the selected folder. You can convert a public folder to a private folder and vice versa. This conversion can also affect subfolders and realtime information contained in the folder. You are prompted. User Manual CIE 3.3 User Interface Supervision: Realtime information module 193

194 Command Refresh Function Refreshes the full view. 194 Supervision: Realtime information module User Manual CIE 3.3 User Interface

195 Pop-up menu: Realtime information files The following table shows the commands of the pop-up menu in the Realtime information file area. Command Open In Work Area Open Full View Open In new window Edit New File (public) New File (private) Cut Copy Paste Delete Rename Duplicate Private Refresh Function Opens the selected realtime information in the work area. Opens the selected realtime information in the full view. Opens the selected realtime information in a separate window. Returns to the Inspector view. Creates new public realtime information. You can name this realtime information. Creates new private realtime information. You can name this realtime information. One or more selected realtime information files are cut and can be pasted in another folder. One or more selected realtime information files are copied and can be pasted in another folder or in the same folder. Pastes copied realtime information. Deletes one or more selected realtime information files. You are prompted. Renames the selected realtime information. Copies the selected realtime information in the same folder. You must rename the realtime information. You can convert public realtime information to private realtime information or vice versa. Refreshes the contents of the selected folder. User Manual CIE 3.3 User Interface Supervision: Realtime information module 195

196 View: Viewer The configured realtime information is displayed in the Viewer view. Viewer View is divided into three areas: the title bar, the tool bar, and the Realtime information files area. Title bar The title bar displays Viewer "name". Tool bar You will find the following icons on the Viewer tool bar. Icon Name Function Realtime information files Edit Full screen Viewer View Toggles to file view. Toggles to edit mode. Toggles to full screen display. The Viewer displays the configured realtime information of the realtime information file. You cannot edit the realtime information in this view. Edit 1. To edit realtime information, click Edit. 2. You go to Inspector view. 196 Supervision: Realtime information module User Manual CIE 3.3 User Interface

197 View: Inspector Like File View, Inspector view is divided into four areas: the title bar, the tool bar, the Elements area, and the Realtime information area. Title bar The title bar shows Inspector and the name of the realtime information. You can configure, change, and delete realtime information elements in the Inspector. Tool bar You will find the following icons on the Realtime information tool bar of Inspector view. Icon Name Function Save Cancel Properties Realtime information files Full screen Work area Saves the realtime information data. Cancels the current process. The data is not saved. Shows the properties of the realtime information. Toggles to the File View. Toggles to full screen display. Toggles to the work area Select mode is activated Draw mode is activated and you can draw a rectangle Draw mode is activated and you can draw a line. User Manual CIE 3.3 User Interface Supervision: Realtime information module 197

198 Realtime information You create the realtime information in the Realtime information area of the Inspector view. You use realtime information elements to do so. You drag and drop the elements to create realtime information. You must also enter the settings of the realtime information elements. Pop-up menu In the Realtime information area, you right-click to use the pop-up menu. Rightclick the realtime information. The pop-up menu shows the following commands. Command Mark all (STRG+A) Copy (STRG+C) Insert (STRG-V) Delete (Del) Settings Function Mark all elements. Copy the selected element. Save the elemts before copying. If the elements are not saved, then this can lead errors when copying. Insert the selected element. It can occur overlapping elements when inserting. Deletes the selected element. Opens the settings of the selected element. 198 Supervision: Realtime information module User Manual CIE 3.3 User Interface

199 Structure of realtime information Basic structure Realtime information can consist of several realtime information sheets. Changing realtime information properties Proceed as follows to edit realtime information properties. 1. Select a realtime information sheet. 2. Click Properties or right-click a realtime information sheet and select Properties. 3. Change the options. 4. Click OK to save the changes. Properties You can set the following properties. Tab Property Explanation Realtime information file Realtime information sheet Name Type of default None Topic Agent group Agent Team Workplace PBX IVR Size of the work area You can change the name of the realtime information. You can select a type of default. You can configure the size of the work area between 180 and 3,000 points. Realtime information sheet You can change the name of the realtime information sheet. Grid Presentation Font Line Background You can change the order of the realtime information sheets with drag & drop. You can use a Select operation to show or hide a grid and define its size. You can change the labeling. See also the topic: Font presentation. You can change the drawing settings. See also the topic: Changing color, line type, and line width. You can change the background. See also the topic: Presentation of the User Manual CIE 3.3 User Interface Supervision: Realtime information module 199

200 Tab Property Explanation background. Size of the work area You can configure the size of the work area for realtime information in the realtime information properties. In order for the realtime information in full-screen view to fit your monitor exactly, you must change the size of the work area in the properties of the realtime information to fit the resolution of your monitor. In this case, a scroll bar will not be visible. Default type If you want to create a realtime information sheet for a certain type of object (agent group), you must select the correct type of default in the realtime information sheet properties. If, for example, you select agent groups as the type of default, you can create only realtime information elements for agent groups on this realtime information sheet. You can then configure a realtime information element, such as agent status for AG (grid). If in the properties you select <Default> as the agent group, no agent group is displayed in Inspector view. Specifying <Default> defines that an agent group is displayed in the realtime information element. If you go to Viewer view, you must select an agent group. Realtime information sheet Each realtime information sheet has a tab. Right-click the realtime information sheet. You can now add or delete realtime information sheets. The following functions can be used to monitor leaves. Click the right mouse button on a monitor sheet. Add realtime information sheet Copy realtime information sheet Insert realtime information sheet Delete realtime information sheet You can change the order of the realtime information sheets with drag & drop. 200 Supervision: Realtime information module User Manual CIE 3.3 User Interface

201 Realtime information elements To configure realtime information windows, you need realtime information elements. Realtime information elements are displayed in Inspector view. You customize a realtime information window with Drag&Drop. You can edit the settings of a Realtime information element. Which realtime information elements are available? You can use the following realtime information elements with the Realtime information module. Realtime Element information Text element Label Lists Value element Maximum wait time (topics) [Telephony] Maximum wait time (topics) [ ] Hyperlink (text) to contact Out of office notice Variable (name and value) Variable (window display) Tag (inline display) Tag (window display) Agent status list (AG) [Telephony] Agent status list (AG) [ ] Agent status list (team) [Telephony] Agent status list (team) [ ] Calls in the queue [Telephony] Waiting s [ ] Number of conversations (AG) (topic) Number of opened s (AG) (topic) Skill combination Call list [Telephony] Tables Agent group table Dialer table Line table Topic table PBX table IVR table Graphics elements User Manual CIE 3.3 User Interface Supervision: Realtime information module 201

202 Realtime Element information Image Group Bar chart Maximum wait time (topics) [Telephony] Maximum wait time (topics) [ ] Calls in the queue (topics) [Telephony] Waiting s (topics) [ ] Individual status (LED) Individual status (parser) Pie chart Agent status (AG) Agent status (team) Telephone status Workplace status Workplace status Active agents (AG) TSF (Topic) TSF (Team) Acceptance level Acceptance level per shift Network overflows [Telephony] Other elements Remote functions Agent history Internet browser Supervisor Assistance Supervisor Emergency Displaying or hiding realtime information elements The available realtime information elements are arranged in a tree structure. You can show or hide realtime information elements within the tree. Proceed as follows: 1. To display subordinate Realtime information elements, click plus. 2. To hide a level click minus. 202 Supervision: Realtime information module User Manual CIE 3.3 User Interface

203 Configuring the settings of a realtime information element You can configure different settings for realtime information elements. Settings of a realtime information element Open the settings of a realtime information element. 1. Select the realtime information element in the Inspector view. 2. Right-click the realtime information element. A pop-up menu opens. 3. Select Settings. 4. You can now configure the different settings. Configuring the size of a realtime information element You can customize the size of a many realtime information elements. Proceed as follows to adjust the size. 1. Click the border of a realtime information element. 2. Keep the mouse button pressed and drag the border of the element to its desired position. Please note that you cannot change the size of all realtime information elements. Font presentation You can select the font presentation on the Presentation tab. The selected icons appear in blue, e.g., Presentation/Icon Font. The table below lists the presentation options. Explanation You can select one of the Windows fonts. A font size of between 8- and 72-point can be configured. Changes the font color. Formats selected text in boldface. Formats selected text in italics. Underlines selected text. Left-justifies selected text. Centers selected text. Right-justifies selected text. User Manual CIE 3.3 User Interface Supervision: Realtime information module 203

204 Presentation of the background For some realtime information elements, you can also select the background color of the realtime information. When you click the color icon, the Select colors dialog opens. You can select the desired color. When you select the Show borders option, the realtime information element is displayed with a border in Viewer view. You can also select a figure or image as the background for certain realtime information elements. Color selection You can select a color from a palette for the following settings. Palette Labeling (text color) Line color Background color The following schematic illustration shows the color palette. You can select a color from the palette. The highlighted square indicates the selected color. Hiding the title You can hide the title of some realtime information elements. This might come in handy if you need to save space. Proceed as follows to show or hide the title of a realtime information element. 1. Right-click the realtime information element. A pop-up menu opens. 2. Select Settings. The settings of the realtime information element are displayed. 3. Select Hide title. 4. Click OK to save your settings. 204 Supervision: Realtime information module User Manual CIE 3.3 User Interface

205 Hiding the total In certain realtime information elements, you can hide the total line, for example, if you only need the details. Proceed as follows to hide the total line. 1. Right-click the realtime information element. A pop-up menu opens. 2. Select Settings. The settingsof the realtime information element are displayed. 3. Select Hide total. 4. Click OK to save your settings. Configuring the column arrangement You can customize the column arrangement of tables. The realtime information element shows the information from the list of visible information. Proceed as follows to adjust the arrangement of columns. 1. Right-click the realtime information element and select Settings in the pop-up menu. The <Name of realtime information element> dialog opens. 2. The list on the left shows the information displayed in the realtime information element. The list on the right shows the available information. 3. To add information, click the Right arrow button. 4. Click the Left arrow button to remove information. 5. Click Up or Down to move information up or down. 6. Click OK to save your settings. User Manual CIE 3.3 User Interface Supervision: Realtime information module 205

206 Configuring the number of columns You can have the number of columns be controlled automatically for some realtime information elements, or you define a set number of columns. Proceed as follows to configure the number of columns. 1. Right-click the realtime information element and select Settings in the pop-up menu. The <Name of realtime information element> dialog opens. 2. Select an option for Number of columns. 3. Click OK to save your settings. Options You can choose from the following options. Option Automatic n columns Explanation When you select this option, the number of columns is displayed automatically. When you select this option, the number of columns is displayed according to the specified value n. Display information only for authorized Information of a realtime information can be displayed only if the agent have the appropriate authorization. 206 Supervision: Realtime information module User Manual CIE 3.3 User Interface

207 Configuring display range, limit values and colors for bar charts A value is represented by a bar in a realtime information element of the type bar chart. Icon The icon is used for a bar chart realtime information element. Display range thresholds You can set minimum and maximum values for the display range. The value of the realtime information element is displayed within these limits. You must enter a whole number value. When entering a time, you must enter the value in seconds, e.g., for 4 minutes, you must enter 240 seconds. Limit values In order to react to excessive values quickly, you can enter a value for warning and one for alarm. Once the value has exceeded the warning threshold, the bar changes to the yellow for warning. Once the value has exceeded the alarm threshold, the bar changes to red for alarm. An alarm (red) overlays the warning status (yellow). You must enter a whole number value. When entering a time, you must enter the value in seconds, e.g., for 4 minutes, you must enter 240 seconds. Colors The default settings are green or blue for OK, yellow for warning and red for alarm. Presentation You can configure various options for the labeling. You can configure a color for the background. Settings 1. Select Settings in the pop-up menu of the realtime information element. The Realtime information configuration dialog opens. 2. Adjust the limit values (thresholds). 3. Configure the presentation settings. 4. Select options. 5. Click OK to save your settings. User Manual CIE 3.3 User Interface Supervision: Realtime information module 207

208 Text elements Realtime information with text elements show, for example, the alphanumeric statuses of objects, references, or titles of areas. Label This realtime information element is a text element, for example, for titles or to designate areas. Properties of the presentation The Label realtime information element has the following properties: Example The size can be adjusted. Text properties can be modified. The following example shows a label. Home View Icon The following icon is used for the Label realtime information element. Value element A specific value is shown in an alphanumeric display. The display shows an abbreviation for the value and the value itself. The abbreviation contains the task type in brackets: [T] stands for Telephony and [E] stands for . Properties of the presentation The Value element realtime information element has the following properties: Example The size can be adjusted. An object must be selected. The label (abbreviation) can be hidden. Text properties can be modified. The background color can be changed. The following example shows the alphanumeric display of a state. The example shows that 2 agents are currently available. The display is updated in real time. Avail. Ag.[T]: 2 Icon The following icon is used for the Value element realtime information element. 208 Supervision: Realtime information module User Manual CIE 3.3 User Interface

209 Maximum wait time for multiple topics The value for the maximum wait time for multiple topics is displayed. The task type is given in square brackets. [T] stands for Telephony and [E] stands for E- mail. Properties of the presentation The Maximum wait time for several topics realtime information element has the following properties. Example The size can be adjusted. One or more topics must be selected. The label (abbreviation) can be hidden. Text properties can be modified. The background color can be changed. The following example shows the Maximum wait time for multiple topics. TMax Wtime[T]: 0 Icon The following icon is used for the Maximum wait time for several topics realtime information element. Hyperlink (text) Multiple realtime information sheets can be linked with references. If a link refers to another realtime information sheet and this sheet changes to alarm status, this is signaled with flashing text. Properties of the presentation The Hyperlink realtime information element has the following properties: Example The size can be adjusted. Text properties can be modified. The background color can be changed. Enter the text to be displayed. Select a realtime information element, a file, a realtime information sheet, or a URL as the link. The following example shows a link to a realtime information element. Icon The following icon is used for the Hyperlink realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 209

210 to contact The element to contact opens the modul and a new are created in the edit mode. The fields To and Subject are automatically set with tags. You can use this element to send, for example, during a conversation or in the wrap-up time an to the caller. The address and subject are configured with tags. Properties of the presentation The Out of office notice realtime information element has the following properties: The size can be adjusted. Text properties can be modified. The background color can be changed. The border can be hidden. Tag for To You can select a tag for the recipient. The content of the tag is copied into the field To of the new . Tag for Subject: You can select a tag for the subject. The content of the tag is copied into the field Subject of the new . Use the function To use the function to contact with all the features, proceed as follows. 3. Create two tags in the configuration. Example tags: _contact_subject _contact_to Type: Custom Data type: String 4. Optionally, you set the tags in an IVR script. 5. Create a task flow. In a logic, you create a corresponding Tasktag operation. 6. Create the Telephony an appropriate monitor. You can also set the monitor for an agent in a profile. 7. An agent can use the function. Function in the customer history In the customer history view the same function can be used via a context menu ( to create). The condition is that the customer has had an contact and is configured as a customer. Icon The following icon is used for the to contact realtime information element. 210 Supervision: Realtime information module User Manual CIE 3.3 User Interface

211 Out of office notice You can create realtime information for an out of office notice for a selected agent. You can enter a notice in this realtime information element in Display mode. The input field comprises several lines and contains up to 254 characters. This element can also be used in the agent's Home or Telephony area, for example, to give the agent the option of entering an out of office notice in these areas. If the supervisor also has the Out of office notice element for the agent in his realtime information area, he can see the agent's out of office notice in this area. Only a logged in agent can enter an out of office notice. Properties of the presentation The Out of office notice realtime information element has the following properties: The size can be adjusted. You can select an agent, <Default> or <Logged-in user>. The title can be hidden. Text properties can be modified. The background color can be changed. The border can be hidden. Exit out of office notice To change an out of office notice from other users, you need the following privileges. Example Realtime information Out of office notice Variables - Agents The following example shows an out of office notice realtime information element. Elizabeth Out of office notice I am currently out of the office. Icon The following icon is used for the Out of office notice realtime information element. Variable For a Variable element you can select a variable, configure a minimum and a maximum value, hide the slide control, and start a marquee. You can choose between two different presentations (with name and value or as a window display). Properties of the presentation The Variable realtime information element has the following properties. The size can be adjusted. User Manual CIE 3.3 User Interface Supervision: Realtime information module 211

212 Text properties can be modified. The background color can be changed. The border can be hidden. Variable selection You must select a variable. Edit capability You can show or hide the slide control. If the slider is hidden, the realtime information element shows only the numeric value. Marquee If the text is longer than the space available the text is automatically presented as marquee. You can select the Display as marquee option. Minimum and maximum values You can specify a minimum and a maximum value for the variable. You can change the variable in Display mode. Hide slide You can show or hide a horizontal slider. In the window display, you can also configure a vertical slider. If the slider is hidden, the realtime information element shows only the numeric value. Settings 1. In edit mode, right-click the realtime information and select Settings. The Tag configuration dialog appears. 2. Click the Select button and select a variable. 3. Enter the minimum and maximum values. 4. Select options. 5. Click OK to save your settings. Changing a variable in Display mode You can use the Variable realtime information element in realtime information. In Display mode, the variable is shown as a value. You can change this value with the slider and save this change. If a value is outside the valid range of values, a dialog opens telling you that the entered value is invalid and that it is corrected. Button Effect You verify the specified value. The value can be used in the task flow set, for example. You cancel the specified value. The last value is shown again. Prerequisites To change a variable, the following prerequisites must be met. Minimum and maximum values must be set for the properties of the realtime information element. If changing the variable is to affect the call distribution, the variable must be used and evaluated in the active task flow set. 212 Supervision: Realtime information module User Manual CIE 3.3 User Interface

213 Example The following example shows a realtime information variable (name and value). The following example shows a realtime information variable (window display). Icon The following icon is used for the Variable realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 213

214 Tag (inline display) As an agent, you can display all tags of received calls. What are tags? A tag can be seen as an informational unit that is attached to a call. This means that a tag accompanies a call even if, for example, you forward the call. Tag information consists of values or texts. The distribution can query the information of a tag and take it into account. You can display and edit the value of a tag with the Tag element. There are system tags and user-defined tags in the CIE system. The system Tags are prepared in the CIE system and are always attached to a call. Properties of the presentation The Tag realtime information element has the following properties: The size can be adjusted. A tag must be selected. You can change the display name. You can choose whether a value can be edited. Text properties can be modified. The background color can be changed. The border can be hidden. Tag example (inline display) The following example shows a Tag realtime information element (inline display). Icon The following icons are used for the Tag realtime information elements. Tag (inline display) 214 Supervision: Realtime information module User Manual CIE 3.3 User Interface

215 Tag (window display) As an agent, you can display all tags of received calls. What are tags? A tag can be seen as an informational unit that is attached to a call. This means that a tag accompanies a call even if, for example, you forward the call. Tag information consists of values or texts. The distribution can query the information of a tag and take it into account. You can display and edit the value of a tag with the Tag element. There are system tags and user-defined tags in the CIE system. The system Tags are prepared in the CIE system and are always attached to a call. Properties of the presentation The Tag realtime information element has the following properties: The size can be adjusted. A tag must be selected. You can change the display name. You can choose whether a value can be edited. Text properties can be modified. The background color can be changed. The border can be hidden. Tag example (window display) The following example shows a Tag realtime information element (window display). Icon The following icons are used for the Tag realtime information elements. Tag (window display) User Manual CIE 3.3 User Interface Supervision: Realtime information module 215

216 Lists A table usually shows states and values for an object, e.g. agents, in rows and columns. You configure the columns with the properties of the realtime information. In addition, you can hide the headings for tables, if necessary. The heading of a table shows the name of the object and the name of the realtime information. The task type is given in square brackets in the name of the realtime information: [T] stands for Telephony and [E] stands for . Agent status list A table lists agents and information. You can configure an agent status list for an agent group for telephony or and an agent status list for a team for telephony or . Properties of the presentation The Agent status list realtime information element has the following properties. Realtime display. The size can be adjusted. You have to select an agent group or <Default>. You can hide the title. You can have information displayed to authorized users only, The display content (all agents or only present agents) must be selected. You can customize the column arrangement. Text properties can be modified. The background color can be changed. Visible agent columns You can have the following information displayed: Information Name Explanation Shows the agent s name Login state Shows the agent s login status. The following states are indicated. No display (the agent is not logged-in) Pres. (the agent is logged-in) ACD (the agent is signed-on to call distribution) P (the agent is on a break) W. state Shows the agent s work state. The following states are indicated. Avail (the agent is available) Mjc (mandatory job code input) Busy (busy, no ACD call) ACD (ACD conversation) ACW TNo. Shows the physical number of the terminal. 216 Supervision: Realtime information module User Manual CIE 3.3 User Interface

217 Information Explanation W. state dura Shows the current duration of the displayed state. For example, shows e.g. how long an agent has been on the phone with an ACD call. Break code OutOfOrder Reserve Visible task columns Shows the reason code for a break. Shows that the agent is no longer available Shows the name of the agent the task is reserved for. You can have the following information displayed: Information Term state int/ext Direction ACD Topic AG Explanation Shows the state of the terminal. The following states are indicated. Available (no call, available agent) Off-hook (the handset is off-hook) Call (call) Conn (connection) Hold (connection is on hold) btone (busy tone) Fault (terminal fault) Shows either int for an internal or ext for an external connection. Shows either incom for an incoming or outg for an outbound connection. Shows whether the call was distributed via call distribution (ACD). Shows the topic the agent is currently working for. Shows the agent group the agent is currently working for. W. state dura. Shows the current duration of the displayed terminal state. Sorting Ascending or descending sorting is possible for any columns. Sorting restrictions Columns are organized in two groups. The first group shows properties and states of displayed agents and contains exactly one row per agent. The second group shows the processed task types per agent. Since an agent can process several task types at the same time, the output can be more than one row per agent. You can only sort by columns of the first group since the different task types of an agent could not be presented coherently otherwise. User Manual CIE 3.3 User Interface Supervision: Realtime information module 217

218 Working in the display range You can open a selection box by right-clicking a line in the display range. You can select the following options. Option Sign on to AG Sign out of AG Login Logout Pick up Out of Office Pause End Pause Example Explanation You can sign the agent on to an agent group (Telephony and ). You can sign the agent out of an agent group (Telephony and ). You can log the agent in on a telephone. You can log the agent out from a telephone. You can pick up a call. You can enter an out-of-office notice in a dialog box. You can set an agent to pause. When a pause code is required, then you can select a pause code in the submenue. You can end the pause of an agent. The following example shows the tabular display of a state. When you configure the realtime information you can select which information is to be included in the table. The table is updated in real time. Switchboard - Agent status list for AG [Telephony] Name Login state Agent 1 00:00:00 Task dur. A. state TNo. Agent 2 Si-on 00:00:21 Available 4001 Agent 3 00:00:00 Agent 4 Si-on 00:01:12 Available 4013 Agent 5 Si-on 00:00:34 Available 4015 Agent 6 Pres. 00:00:59 Available 4014 Icon The following icon is used for the Agent status list realtime information element. 218 Supervision: Realtime information module User Manual CIE 3.3 User Interface

219 Calls in the queue [Telephony] Shows the calls in the queue of the selected topic. You can display tags or information on calls in the realtime information element. The tag display retains its value when it enters the queue and does not change when the tags are updated dynamically (e.g., by tag operations in the task flow). Properties of the presentation The Calls in the queue [Telephony] realtime information element has the following properties: Data Realtime display. The size can be adjusted. Text properties can be modified. The background color can be changed. You can hide the title. You have to select a topic or <Default>. You can customize the column arrangement. The following kinds of data can be displayed in a column. Data No. Topic Line TT Announcement Announc. scripts TCS reserv.for Tag Example Comment Phone number of caller Dialed-in topic Line number Time in topic Kind of connected announcement (none, interruptible, not interruptible) Name of connected announcement Time in current state Name of agent this entry is reserved for. You can select one or more tags. The following example shows a Calls in the queue [Telephony] realtime information element. Topic A - Calls in the queue [Telephony] No. Topic Line TT 4711 Topic A 1 00: Topic A 2 00: Topic A 3 00:24 Icon The following icon is used for the Calls in the queue [Telephony] realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 219

220 Waiting s [ ] Shows the s in the queue of the selected topic. You can display tags or information on s in the realtime information element. The tag display retains its value when it enters the queue and does not change when the tags are updated dynamically (e.g., by tag operations in the task flow). Properties of the presentation The Waiting s [ ] realtime information element has the following properties. Data Realtime display. The size can be adjusted. You have to select a topic or <Default>. You can customize the column arrangement. You can hide the title. Text properties can be modified. The background color can be changed. The following kinds of data can be displayed in a column. Data Address Topic Twait reserv.for Tag Example Comment sender Addressed topic Wait time of Name of agent this entry is reserved for. You can select one or more tags. The following example shows a Waiting s [ ]realtime information display. Topic A - Waiting s [ ] Address Topic Twait abc@address1.com Topic A 00:04 karl@address2.com Topic A 00:15 mira@address2.com Topic A 00:24 Icon The following icon is used for the Queued s [ ] realtime information element. 220 Supervision: Realtime information module User Manual CIE 3.3 User Interface

221 Number of conversations (AG) (topic) This realtime information element shows the number of established calls for the selected topic broken down into agent groups. The names of the agent groups with the respective numbers of calls are displayed in a table. The values are reset at the end of the calculated period. You can display an additional total line. Properties of the presentation The Number of conversations (AG) (topic) realtime information element has the following properties: Information Realtime display. The size can be adjusted. You have to select a topic or <Default>. You can hide the title. You can hide the total line. You can have information displayed to authorized users only, Text properties can be modified. The background color can be changed. The following information is shown in a table. AG (agent group) TEC (Number of established calls) You can choose whether AG or TEC are displayed in the first column. Example The following example shows realtime information for Number of conversations per AG (topic). Number of conversations per AG (Topic) AG TEC Switchboard 34 AG4 20 AG3 113 Icon The following icon is used for the Number of conversations per AG (Topic) realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 221

222 Number of opened s per AG (topic) This realtime information element shows the number of open s for the selected topic broken down into agent groups. The names of the agent groups with the respective numbers of s are listed in a table. The values are reset at the end of the calculated period. You can display an additional total line. Properties of the presentation The Number of opened s per AG (Topic) realtime information element has the following properties. Information Realtime display. The size can be adjusted. You have to select a topic or <Default>. You can hide the title. You can hide the total line. You can have information displayed to authorized users only, Text properties can be modified. The background color can be changed. The following information is shown in a table. AG (agent group) totnacce (number of open s) You can choose whether AG or totnacce is displayed in the first column. Example The following example shows realtime information for Number of opened e- mails per AG (Topic). Number of open s per AG (Topic) AG totnacce Switchboard 14 AG 1 10 AG 2 3 Icon The following icon is used for the Number of opened s per AG (Topic) realtime information element. 222 Supervision: Realtime information module User Manual CIE 3.3 User Interface

223 Skill combination This realtime information element shows the skill combinations. Properties of the presentation The Skill combination realtime information element has the following properties. Realtime display. The size can be adjusted. You can hide the title. You can hide the total line. You can customize the column arrangement. Text properties can be modified. The background color can be changed. Available information You can display the following kinds of information with the skill combination. Abbreviation request. Skill combination reduc. new rout. serv. overfl. n.serv. Example Explanation Number of requested combinations All skills of the combinations Number of reduced combinations Number of newly routed combinations Number of served combinations Number of overflow combinations Number of unserved combinations The following example shows Skill combination realtime information. Skill combination Skill combination Request. Reduc. New rout. ABC HELLO NEW Icon The following icon is used for the Skill combination realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 223

224 Call list for topic [Telephony] This realtime information element displays the call list of the selected topic. Properties of the presentation The Call list for topic [Telephony] realtime information element has the following properties. Realtime display. The size can be adjusted. You have to select a topic or <Default>. You can hide the title. You can hide the total line. You can customize the column arrangement. Text properties can be modified. The background color can be changed. Available information You can display the following kinds of information in the call list. Abbreviation No. SysAC ExtAC Date Time Number blocked Name Functions Explanation Phone number of caller Number of connections canceled by the system Number of connections canceled by external party before answering Date of the last call Time of the last call No or Yes. Yes means Number is blocked for callback. When an agent calls the subscriber or having a conversation with him, then the entry is blocked for a callback. Name of caller You can use the following functions in the call list. Function Proceed as follows Callback 1. Double click on an entry in the list. Print 1. Click the right mouse button on the list. 2. Choose Print in the context menu. The entire list is printed. Remove 1. Click the right mouse button on an entry in the list. 2. Choose Remove in the context menu. The selected entry is deleted. 224 Supervision: Realtime information module User Manual CIE 3.3 User Interface

225 User Manual CIE 3.3 User Interface Supervision: Realtime information module 225

226 Example The following example shows realtime information for Call list for topic [Telephony]. Icon The following icon is used for the Call list for topic [Telephony] realtime information element. 226 Supervision: Realtime information module User Manual CIE 3.3 User Interface

227 Tables A table usually shows states and values for an object - for example, agents - in rows and columns. You configure the columns with the properties of the realtime information. In addition, you can hide the headings for tables, if necessary. The heading of a table shows the name of the object and the name of the realtime information. The task type is given in square brackets in the name of the realtime information: [T] stands for Telephony and [E] stands for . Agent group table A table lists agent groups and information. You can configure different values. You can find the values of agent groups in the topic: Agent group values Properties of the presentation The Agent group table realtime information element has the following properties: Example Realtime display. The size can be adjusted. You can hide the title. You can hide the total line. You can hide the details. You can have information displayed to authorized users only, You must select one or more agent groups. You can customize the column arrangement. Text properties can be modified. The background color can be changed. The following example shows an Agent group table realtime information element. Agent group table Agent group Signon ag [T] Avail. ag [T] NAvail. [E] Nacc[E] AG AG AG Icon The following icon is used for the Agent group table realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 227

228 Dialer table A table lists agent, topic, or campaign dialers and information. You can configure different values. You can find the values of dialers in the topic: Dialer values Properties of the presentation The Dialer table realtime information element has the following properties: Example Realtime display. The size can be adjusted. You can hide the title. You can hide the total line. You can hide the details. You can select agent, topic, or campaign dialers. You can customize the column arrangement. Text properties can be modified. The background color can be changed. The following example shows a Dialer table realtime information element. Dialer table Campaign TJobs [T] ProCallJobs [T] TunprocJobs [T] Agent % 0 AG % 0 AG % 0 Icon The following icon is used for the Dialer table realtime information element. 228 Supervision: Realtime information module User Manual CIE 3.3 User Interface

229 Line table A table lists the lines along with information. You can configure different values. You can find the values of lines in the topic: Line values Note: This does not apply for ACM. Properties of the presentation The Line table realtime information element has the following properties: Example Realtime display. The size can be adjusted. You can hide the title. You can hide the total line. You can hide the details. You can select one or more lines. You can customize the column arrangement. Text properties can be modified. The background color can be changed. The following example shows a Line table realtime information element. Line table Trunk Free [T]: Busy [T] Faulty [T] L L Icon The following icon is used for the Line table realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 229

230 Topic table A table lists topics and information. You can configure different values. You can find the values of topics in the topic: Topic values Properties of the presentation The Topic table realtime information element has the following properties: Example Realtime display. The size can be adjusted. You can hide the title. You can hide the total line. You can hide the details. You can have information displayed to authorized users only, The name or number can be displayed. You can select one or more topics. You can customize the column arrangement. Text properties can be modified. The background color can be changed. The following example shows a Topic table realtime information element. Topic table Topic number CQu [T] Max. Wtime [T] Nwait [E] Topic :00:10 5 Topic :00:00 1 Icon The following icon is used for the Topic table realtime information element. 230 Supervision: Realtime information module User Manual CIE 3.3 User Interface

231 PBX table A table lists the PBXs along with information. You can configure different values. You can find the values of the PBXs in the topic: PBXs Properties of the presentation The PBX table realtime information element has the following properties: Example Realtime display. The size can be adjusted. You can hide the title. You can hide the total line. You can hide the details. You can select one or more PBXs. You can customize the column arrangement. Text properties can be modified. The background color can be changed. The following example shows a PBX table realtime information element. PBX table PBX Act. call distribution [T] Act. B-channels [T] Annex 1 external 1 Annex 2 internal 2 Icon The following icon is used for the PBX table realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 231

232 IVR table A table lists IVRs and information. You can configure different values. You can find the values of IVRs in the topic: IVR_D2HLink_57684 Properties of the presentation The IVR table realtime information element has the following properties: Example Realtime display. The size can be adjusted. You can hide the title. You can hide the total line. You can hide the details. You can select one or more IVRs. You can customize the column arrangement. Text properties can be modified. The background color can be changed. The following example shows a IVR table realtime information element. IVR table IVR TbusyIVRPorts [T] IVR 1 1 Icon The following icon is used for the IVR table realtime information element. 232 Supervision: Realtime information module User Manual CIE 3.3 User Interface

233 Graphics elements You can use graphic elements to customize realtime information. Image You can insert various graphics or images or the Image element. The following formats are possible: *.bmp - Microsoft Windows Bitmap Format (BMP) *.jpg - Joint Photographic Expert Format (JPEG) *.gif - Graphics Interchange Format (GIF) *.png - Portable Network Graphics Format (PNG) Properties of the presentation The Image realtime information element has the following properties: Example The size can be adjusted. You can select a graphics file. The border can be hidden. A title can be chosen. You can use a reference (hyperlink). See also: Hyperlink realtime information element The following example shows an inserted image. Icon The following icon is used for the Image realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 233

234 Group With the Group element, you can graphically combine multiple realtime information elements. Properties of the presentation The Group realtime information element has the following properties: Example The size can be adjusted. You can hide the title. You can specify the title. Font properties can be modified. You can change the background color. The following example shows a group. Icon The following icon is used for the Group realtime information element. 234 Supervision: Realtime information module User Manual CIE 3.3 User Interface

235 Bar chart A bar chart visualizes a value with the help of a bar. The bar also shows the value. If the value exceeds a certain limit value, the bar changes its color. The bar turns yellow in the event of a warning. The bar turns red in the event of an alarm. The threshold points are shown as a dotted line. You can select the following objects: Topic Agent Agent group Team PBX IVR Properties of the presentation The Bar chart realtime information element has the following properties: Example The size can be adjusted. You can hide the title. Font properties can be modified. You can change the background color. Select an object, e.g., Agent group. Select a value. Enter the threshold values for alarm and warning and the minimum and maximum values for the display range of the bar. You must enter a whole number value. When entering a time, you must enter the value in seconds, e.g., for 4 minutes, you must enter 240 seconds. The following example shows a bar chart. Icon The following icon is used for the Bar chart realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 235

236 Maximum wait time (topics) [Telephony] Shows the maximum wait time of calls for the selected topics as bar chart. If the value exceeds a certain limit value, the bar changes its color. The bar turns yellow in the event of a warning. The bar turns red in the event of an alarm. The threshold points are shown as a dotted line. Properties of the presentation The Bar chart realtime information element has the following properties: Example The size can be adjusted. You can hide the title. Font properties can be modified. You can change the background color. Select the topics. Enter the thresholds for alarms and warnings, and also the minimum and maximum values for the displayed area of the bar. Enter the values in seconds, e.g., for 4 minutes enter 240. The following example shows a bar chart for Maximum wait time (topics) [Telephony]. Icon The following icon is used for the Maximum wait time (topics) [Telephony] realtime information element. 236 Supervision: Realtime information module User Manual CIE 3.3 User Interface

237 Maximum wait time (topics) [ ] Shows the maximum wait time of s for the selected topics as bar chart. If the value exceeds a certain limit value, the bar changes its color. The bar turns yellow in the event of a warning. The bar turns red in the event of an alarm. The threshold points are shown as a dotted line. Properties of the presentation The Bar chart realtime information element has the following properties: Example The size can be adjusted. You can hide the title. Font properties can be modified. You can change the background color. Select the topics. Enter the thresholds for alarms and warnings, and also the minimum and maximum values for the displayed area of the bar. Enter the values in seconds, e.g., for 4 minutes enter 240. The following example shows a bar chart for Maximum wait time (topics) [ ]. Icon The following icon is used for the Maximum wait time (topics) [ ] realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 237

238 Calls in queue (topics) [Telephony] Shows the number of calls in the queue for the selected topics as bar chart. The waiting calls of all selected topics are added up. Properties of the presentation The Calls in the queue(topics) [Telephony] realtime information element has the following properties: Icon The size can be adjusted. You can hide the title. Font properties can be modified. You can change the background color. Select the topics. Enter the threshold values for alarm and warning and the minimum and maximum values for the display range of the bar. You must enter a whole number value. The following icon is used for the Calls in the queue (topics) [Telephony] realtime information element. Waiting s (topics) [ ] Shows the number of waiting s of the selected topics as bar chart. The queued s of all selected topics are added up. Properties of the presentation The Waiting s (topics) [ ] realtime information element has the following properties. Icon The size can be adjusted. You can hide the title. Font properties can be modified. You can change the background color. Select the topics. Enter the threshold values for alarm and warning and the minimum and maximum values for the display range of the bar. You must enter a whole number value. The following icon is used for Waiting s (topics) [ ] realtime information element. Individual status (LED) An individual status (LED) displays the status of a value or an object, such as an agent group. The event is displayed as an LED. If the value exceeds a certain limit value, the LED changes its color and shape. 238 Supervision: Realtime information module User Manual CIE 3.3 User Interface

239 View option The following LEDs are displayed. A green square means OK. A yellow triangle means warning. A red circle means alarm. Properties of the presentation The Individual status (LED) realtime information element has the following properties: The size can be adjusted. Select an object, e.g., Agent group. Select a value for the object, e.g., number of active agents. Then select an agent group, for example. You can hide the title. Font properties can be modified. You can change the background color. Enter the thresholds for alarms and warnings, and also the minimum and maximum values for the displayed area of the bar. Enter the values in seconds, e.g., for 4 minutes enter 240. Example The following example shows an individual status (LED). Act. Ag.[T] Icon The following icon is used for the Individual status (LED) realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 239

240 Individual status (parser) An individual status element (parser) displays the status of a value or an object, such as an agent group. The event is displayed as an LED. If the value exceeds a certain limit value, the LED changes its color. View option The following LEDs are displayed. A green square means OK. A yellow triangle means warning. A red circle means alarm. Properties of the presentation The Individual status (parser) realtime information element has the following properties: The size can be adjusted. You can hide the title. You can enter the title. Font properties can be modified. You can change the background color. Parser configuration You must define various options when configuring a parser. For each option you can use up to 254 characters. Option Name Warning Alarm Operators Variable Objects Explanation Shows the name. Enter the values for a warning. Enter the values for an alarm. You can select different operators. You can select different variables. Select an agent group or a topic. 240 Supervision: Realtime information module User Manual CIE 3.3 User Interface

241 Settings Proceed as follows to configure the parser properties. 1. In edit mode, right-click the realtime information and select Settings. The Parser configuration dialog appears. 2. Click the Parser configuration tab. 3. If you want to display a designation, select the designation and enter a name. 4. Click the Warning input box. 5. You can now select an object, an agent group, or a topic. Lists with different values are displayed for the objects. You can also select a variable. 6. Double-click a value. This value is entered in the Warning input box. 7. Now select an operator from the Operators list. 8. Enter a value. You must enter a whole number value. To enter a duration you need to specify a value in seconds, e.g., for 4 minutes enter Follow the same procedure for an alarm as you did for a warning. 10. Click OK to save your settings. Example The following example shows an individual status (parser). AG switchboard Icon The following icon is used for the Individual status (parser) realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 241

242 Pie chart With the Pie chart element, you can display different values for individual agents or agent groups. Properties of the presentation The Pie chart realtime information element has the following properties: The size can be adjusted. You can hide the title. You can select an agent or an agent group as the object. You can select the following values for a pie chart. Object Agent Agent group Example Selection Task distribution to agent [Telephony] [ ] Agent status overview [Telephony] Agent status overview [ ] The following examples show a pie chart. Example 1: Agent - Task distribution to agent 242 Supervision: Realtime information module User Manual CIE 3.3 User Interface

243 Example 2: Agent group - Agent status overview [Telephony] This example uses default colors for agent group status display. Pie chart colors for agent groups Agent group states can be displayed in different colors. The color can be customized for every agent. Furthermore you can define colors for system, profile or agent states. For every logged-in agent his customized colors are displayed. If no colors are defined for the agent, profile colors are displayed. Are there no colors defined for the profile, system colors will be displayed. See also: Configuring Colors for Keys and Pie Charts Icon The following icon is used for the Pie chart realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 243

244 Agent status (grid) A realtime information grid display shows the states of agents. A button appears for each agent. A color indicates the state of the agent. The states displayed in the realtime information element are preset. In addition, you can use the buttons for special actions (sign-on, sign-off). Properties of the presentation The Agent status (grid) realtime information element has the following properties. The size can be adjusted. You can hide the title. Font properties can be modified. You must select the agent group or team. You can have information displayed to authorized users only, An agent is called with a double-click. Show number instead of name. You can select if all agents or only present agents are to be listed Adjustable skill filter. You can select the number of columns. You can select the layout. Working in the display range You can open a selection box by right-clicking a button in the display range. You can select the following options. Option Sign on to AG Sign out of AG Login Logout Pick up Switch Out of Office Pause End Pause Explanation You can sign the agent on to an agent group (Telephony and ). You can sign the agent out of an agent group (Telephony and ). You can log the agent in on a telephone. You can log the agent out from a telephone. You can pick up a call. You can transfer a call using drag and drop. You can ACD calls only transfer to terminals where an agent is logged in. You need the privilege Switch. You can enter an out-of-office notice in a dialog box. You can set an agent to pause. When a pause code is required, then you can select a pause code in the submenue. You can end the pause of an agent. 244 Supervision: Realtime information module User Manual CIE 3.3 User Interface

245 Key color The color of the keys signals the status of the agent. Key colors can be customized for every agent. See also: Configuring Colors for Keys and Pie Charts Following example shows default setting for key colors. Color Status Explanation Light gray Gray Green Yellow Orange ACD is not available (logged out) ACD-not-active statuses ACD-active statuses Available status (ACD and non- ACD) Signal status (non- ACD) This status shows that an agent is not present and is not signed on. This status shows that an agent is present but is not signed on. This status shows that the agent is on the phone with an established ACD call. This status shows that an agent is available. This status shows that the agent is not on the phone with an established ACD call. Example The following example shows an Agent status (grid) type realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 245

246 Legend In the display range, clicking the Legend icon in a list displays the different agent statuses. See: Agent status example. The following statuses are possible: Key colors can be customized for every agent. See also: Configuring Colors for Keys and Pie Charts Following example shows the possible statuses. Default key colors are displayed Icon Icon Color Gray Red Key Color Light gray Light gray Status Absent Out of service Explanation This status shows that an agent is not present and is not signed on. This status shows that the telephone is out of service. Red Light gray Call diversion set This status shows that the call diversion is set. Black Gray Present, logged off This status shows that an agent is present but is not signed on to all agent groups. Black Gray Pause This status shows that an agent is on a break. Red Gray Signed off by system Orange Gray ACW without call Black Gray Present, no ACD conversation Black Gray Present, no ACD ringing Black Gray Present, non- ACD outgoing call Black Orange No ACD conversation Green Orange No ACD ringing Redorange Orange No ACD, ACW without call Green Orange Non-ACD call during ACW This status shows that an agent was signed off due to an exceeded ring timeout. This status shows that the agent is in manual ACW. This status indicates that an agent is not signed on for ACD calls and is conducting a non- ACD call. This status indicates that an agent is not signed on and is receiving a non-acd call. This status shows that an agent is blocked for ACD calls. An agent calls a subscriber. No ACD call is made. This status shows that the agent is on the phone but not with an ACD call. This status shows that an agent is receiving a call, but it is not an ACD call. This status shows that the agent is on the phone with a non- ACD call during manual ACW. This status indicates that an agent is in ACW and is executing a non-acd call. 246 Supervision: Realtime information module User Manual CIE 3.3 User Interface

247 Icon Icon Color Key Color Status Black Orange Non-ACD outgoing Explanation This status shows that an agent is logged in for ACD calls. An agent calls a subscriber. No ACD call is made. Green Yellow Available This status shows that an agent is available. Red Yellow ACD blocked This status shows that an agent is blocked for ACD calls. Green Green ACW with call This status shows that the agent is in ACW for an ACD call. Green Green ACD ringing This status indicates that an agent is receiving an ACD call. Black Green ACD conversation This status shows that the agent is on the phone with an ACD call. Black Green ACD outgoing This status shows that the agent is conducting an outbound ACD call. Green Green Preview This status shows that the dialer has routed a call to an agent. Gray Green in the inbox Green Green beeing progressed This status indicates that the agent s inbox contains s. This status indicates that the agent is processing an . Black Green interrupted / deferred Green Green Logged off, e- mail in the inbox Green Green Pause, in the inbox Symbols for chat This status indicates that the agent has interrupted or deferred an . This status indicates that the agent is logged off and has e- mails in the inbox. This status indicates that the agent is on a break (pause) and has s in the inbox. Agent is not present. Agent proccessed chat request. Agent is blocked. Agent is free. User Manual CIE 3.3 User Interface Supervision: Realtime information module 247

248 Agent has interrupted chat. Agent has a new chat request. Agent take a break. Icon Agent is signed off by system. The following icon is used for the Agent status (grid) realtime information element. Agent status (team) For information, see Agent status (grid) to AG Telephone status For information, see Agent status (grid) to AG In the telephone status for telephone group, you can choose to show the name or the telephone number. The name must be configured in the configuration of the telephones. 248 Supervision: Realtime information module User Manual CIE 3.3 User Interface

249 Workplace status Properties of the presentation The Workplace status realtime information element has the following properties: Restriction The size can be adjusted. You have to select a topic or <Default>. Select the display: telephony or . Call via double-click is an option. Font properties can be modified. You can change the background color. The workplace status shows the configured workplace. If the agent selects another phone when log in, then the workplace status shows no telephony-state. When the agent logs in to another phone, then the workplace status shows no telephony-state. Working in the display range The workplace statuses are indicated by different colors and icons. Key colors can be customized for every agent. See Agent status legend and Configuring Colors for Keys and Pie Charts You can open a selection box by right-clicking a button in the display range. You can select the following options. Option Log in Log out Call AG 1 AG 2 AG 1 Mail AG 2 Mail Limitation Explanation You can log the agent in at this workplace. You can log the agent out at this workplace. You can call the agent. You can sign the agent on to and off from an agent group by clicking the agent group. A horizontal line separates the agent groups for telephony from the agent groups for . The Workplace status realtime information does not show any statuses for the following workplaces. Agents working at their workplaces with the WebClient module as the Web application (browser) Agents working at their workplaces via cascaded terminal servers User Manual CIE 3.3 User Interface Supervision: Realtime information module 249

250 Example The following example shows the graphic display of a workplace status. Icon The following icons are used for the Workplace status realtime information elements. 250 Supervision: Realtime information module User Manual CIE 3.3 User Interface

251 Chart: Active agents, TSF, Acceptance Level You use graphic displays to observe how values change with time. A graphic display shows the time on the X-axis (T). The range of the value is shown on the Y-axis. A curve shows the progression. The title of the graphic display shows the object and the name of the realtime information. The task type is given in square brackets in the name of the realtime information: [T] stands for Telephony and [E] stands for . Properties of the presentation The Chart realtime information element has the following properties: The size can be adjusted. You can hide the title. You must select an object. Axis label properties can be modified. You can change the background color. You can change the chart colors. You can adjust the scale for the x-axis and y-axis. Chart configuration for: Active agents (AG) Shows the active agents. An agent is active, if it is either on a call, in ACW or forced job code. TSF (topic) Shows the task service factor for a topic. TSF (team) Shows the task service factor for a team. Acceptance Level (topic) Shows the ratio of answered calls to incoming calls. For incoming calls quick replacer are deducted (5 seconds). Acceptance Level per shift (topic) Shows the ratio of answered calls to incoming calls per shift. For incoming calls quick replacer are deducted (5 seconds). A shift can be configured in the module Configuration. You must define various options when configuring a chart. Realtime information tab Option AG/Topic/Team Show label Explanation Select an object or <Default>. Select whether the title will be displayed. Chart tab Option Graph Background Explanation Select the colors for the curve, the filling, and the chart background. Select whether the background will be displayed in color. Select the window background color. User Manual CIE 3.3 User Interface Supervision: Realtime information module 251

252 252 Supervision: Realtime information module User Manual CIE 3.3 User Interface

253 Axes tab Option Axis labels Axis value display Axis width and color Scaling tab Option Y-axis X-axis Example Explanation Select whether the axis will be labeled. Select the label properties. Select whether the axis values will be labeled. Select the properties for the axis value display. Select whether the axis line width and color will be displayed. Select the line width and the color for the axes. Explanation Select whether the values of the y-axis will be labeled. Specify the number of increments to be displayed on the y-axis. Specify the number of marks for increments to be displayed on the y-axis. Select whether the values of the x-axis will be labeled. Enter a time when a mark with a value will be displayed on the x-axis. You can enter from 00:01 hour, minimum, to 23:59 hours, maximum. The following example shows the graphic display of a state. The example shows the current Task Service Factor (TSF) for telephony [T] for topic Topic1. After the time set, the Task Service Factor is reset to 100%. You can adjust this time (calculated period of time) with the Configuration module. The values 1, 5, 15, 30 or 60 minutes can be selected. This realtime information element is updated periodically. This update interval cannot be configured, but you can query this value in the Configuration module. Icon The following icon is used for the Chart realtime information element. User Manual CIE 3.3 User Interface Supervision: Realtime information module 253

254 Network overflows [Telephony] The Network overflows realtime information element shows the network overflows of the configured PBXs in tabular form. Individual network overflows are shown as bars. Properties of the presentation The Network overflows [Telephony] realtime information element has the following properties. Information This is displayed in real time. The size can be adjusted. You can hide the title. You can hide the total line. You can hide the details. You can select one or more PBXs. You can customize the column arrangement. Text properties can be modified. The background color can be changed. You can enter limit values for the bar chart. You can have the following information displayed: Information PBX Overfl. to X Overfl. to Y Total Display range Explanation Shows the name of the PBX Shows the overflows of the PBX named X Shows the overflows of the PBX named Y Shows the total overflows You can set minimum and maximum values for the limit values. By default, 0 is used as minimum and 100 as maximum value. Example The following example shows a Network overflows from one PBX to a destination PBX [Telephony] realtime information element. Network transition realtime information PBX Overfl. to PBX1 Overfl. to PBX1 Total PBX1 PBX2 Total Icon The following icon is used for the Network overflows [Telephony] realtime information element. 254 Supervision: Realtime information module User Manual CIE 3.3 User Interface

255 Remote functions Remote functions show all configured agents. This is displayed in real time. If the agent is logged-in on a terminal, the physical number of the terminal and the configured agent groups are displayed. You can also log agents in or out and sign them on to or out of agent groups. You can set a pause for an agent or end pause. Properties of the presentation The Remote function realtime information element has the following properties: The size can be adjusted. Font properties can be modified. Remote function icons The following icons are displayed in the remote functions. Icon Presentation Explanation Gray circle with an x Yellow circle Green circle Green circle with hook Cup This status shows that an agent is not logged in. This status shows that an agent is logged in but is not signed on to any agent group. This status shows that an agent is logged in but is not signed on to all agent groups. This status shows that an agent is logged in and is signed on to all agent groups. This status shows that an agent is logged in but is on break. User Manual CIE 3.3 User Interface Supervision: Realtime information module 255

256 Possible remote functions You can only use remote functions in Display mode. You can log agents in or out and you can sign them on or off. When signing an agent on or off, you can choose whether you want to sign him on to/ off from all configured agent groups or selectively to/ from an individual group. You can set an agent to pause. When a pause code is required, then you can select a pause code in the sub-menue. You can end the pause of an agent. Which prerequisites must be met for you to use remote functions? You need the Remote functions privilege to use the feature. Logging in an agent You want to log in an agent. Proceed as follows: 1. Right-click the agent. 2. Select "agent" log in. The Telephone selection dialog opens. 3. Select a terminal/telephone to log in the agent. The list shows all physical numbers (hardware numbers) of the terminals. Busy terminals are not listed. 4. Select a terminal. 5. Click the OK button. The agent is automatically logged in on the terminal. Logging out an agent You want to log out an agent. Proceed as follows: 1. Right-click the agent. 2. Select Log out "agent". The agent is automatically logged out of the terminal. Signing on to all agent groups You want to sign on a logged-in agent to all assigned agent groups. 1. Right-click the agent. 2. Select Sign on "agent" to all AGs. The agent is automatically signed on to all assigned agent groups. Signing on to a specific agent group You want to sign on a logged-in agent to a specific agent group. 1. Right-click a logged-in agent. A menu showing all agent groups assigned to the agent opens. A check mark indicates which agent groups the agent is already signed on to. 2. Select the respective agent group in the agent menu. The agent is signed on to this agent group. The green circle icon shows that the agent is signed on to the relevant agent group. 256 Supervision: Realtime information module User Manual CIE 3.3 User Interface

257 Signing off from all agent groups You want to sign out of a logged-in agent from all assigned agent groups. 1. Right-click a logged-in agent. 2. Select Sign off agent from all AGs. 3. The agent is automatically signed off from all agent groups. Signing off from a specific agent group You want to sign out of a logged-in agent from a specific agent group. Icon 1. Right-click a logged-in agent. A menu showing all agent groups assigned to the agent opens. A check mark shows that the agent is signed on to the respective agent group. 2. Select the respective agent group in the agent menu. The agent is signed off from this agent group. The following icon is used for the Remote functions realtime information element. Agent history The agent history shows already processed customer contacts. You can use the agent history in the module Home and in the module Realtime information. The agent history shows only call center relevant contacts that are calls, s and chat requests. All topic call, incoming calls, outgoing calls and topics initiated by the dialer calls are included for the task type telephony. For more details see System administration handbook. User Manual CIE 3.3 User Interface Supervision: Realtime information module 257

258 Internet Browser You can add an Internet browser to realtime information. You can specify a fixed URL or determine the URL with a tag. Prerequisite Microsoft Internet Explorer 6.0 or later must be installed in order to use the Internet browser contact element. Format for URL You can enter a fixed URL. Example: You can also read the URL from a tag. Use the following format for the URL: xyz%tagname%xyz You can add the URL. If there is one URL for each topic, conversation guidelines can be conveniently displayed, for example. Example: Properties of the presentation The Internet browser contact element has the following properties: Example The size can be adjusted. You can hide the title. You can enter a URL or read it from a tag. The following illustration shows an Internet browser realtime information element in Display mode. Icon The following icon is used for the Internet browser realtime information element. 258 Supervision: Realtime information module User Manual CIE 3.3 User Interface

259 Supervisor Assistance / Supervisor Emergency With this feature, an agent can request supervisor support during a call. There are two types of support: silent monitoring and active participation in the call (coaching). How does a supervisor work? A supervisor in the CIE system usually monitors several agents. The Supervisor Assistance and Supervisor Emergency realtime information elements show the supervisor which agents require support. The CIE UI application informs the supervisor when an agent requests supervisor support. If the supervisor is available, he can assist the agent. A supervisor can only provide active support to one agent at a time. Properties of the presentation The Supervisor Assistance and Supervisor Emergency realtime information elements have the following properties: Key color The size can be adjusted. You can hide the title. You must insert the agent groups or agents. You can also delete agent groups and agents and sort them up or down in the sequence. The display content (all agents or only present agents) must be selected. You can set or automatically display the number of columns. Font properties can be modified. You can change the background color. A scroll bar is added if necessary. The color of the keys signals the status of the agent: Color Gray Orange Green Explanation This status shows that support is not being requested. This status shows that an agent requires support. This status shows that the supervisor assisting the agent. User Manual CIE 3.3 User Interface Supervision: Realtime information module 259

260 Working in the Supervisor Assistance display range You can open a pop-up menu by right-clicking a button in the display range. You can select the following options. Option Silent Monitoring Coaching Explanation The supervisor cuts in on the agent s call with Silent monitoring. Neither agent nor caller can hear the supervisor with the Silent monitoring function. The supervisor can monitor the conversation. The supervisor cuts in with Coaching and can assist the agent. With the Coaching function, the agent hears both the caller and the supervisor. However, the caller cannot hear the supervisor. Working in the Supervisor Emergency display range You can open a pop-up menu by right-clicking a button in the display range. You can select the following options. Option Emergency Example Explanation The supervisor cuts in with Emergency. The Emergency function allows the supervisor to take part in the conversation. The following figure shows the Supervisor Assistance and Supervisor Emergency realtime information elements. Icon The following icon is used for the Supervisor Assistance and Supervisor Emergency realtime information elements. 260 Supervision: Realtime information module User Manual CIE 3.3 User Interface

261 Values You must select values for the following realtime information elements. Value elements Bar chart Individual status element Topic values Available information You can display the following information for topic values. Abbreviation NQueued[T] maxtqueued[t] Avg. TQueued[T] Avg. TQueuedInterv[T] totnabanf[t] totnabaninterv[t] DTSF[T] TSF[T] totntsf[t] totntsf+[t] totndoneinterv[t] totfdoneinterv[t] OutOfOrder[T] totndoneshift[t] totnnewshift[t] totntransextdestshift[t] Comment Shows the number of waiting calls [telephony]. Shows the maximum wait time [Telephony]. Shows the average wait time of calls in the queue [Telephony]. Shows the average wait time during the period under consideration (interval) [Telephony]. Shows the number of unanswered calls during the period under consideration (dynamic calculation) [Telephony]. Number of unanswered calls during period under consideration with reference to an interval [Telephony] Show the task service factor (dynamic calculation) [Telephony] Shows the (current) TSF [Telephony]. Shows the total number of calls for TSF calculation [Telephony]. Shows the total number of positive calls for TSF calculation [Telephony]. Positive calls are calls that have resulted in a discussion. Shows the number of processed tasks during the period under consideration (updated periodically) [Telephony]. Shows the processing factor: Ratio of processed to deleted tasks during the period under consideration (updated periodically) [Telephony]. You can only use this column with internal call distribution (for Integral Enterprise, I55). If no agent is signed-on to the agent group assigned to the topic, the value "yes" is entered. Shows the number of conversations per shift [Telephony]. Shows the number of calls per shift [Telephony]. Number of all calls transferred to external destinations per shift [Telephony]. User Manual CIE 3.3 User Interface Supervision: Realtime information module 261

262 Abbreviation totndoneextdestshift[t] totnextdestshift[t] totnextoverloadshift[t] nreserved[t] No. voice mails [T] Comment This counter counts, if in the regarded topic the call were received and afterwards into another topic were transferred and from the call distribution assigned on an external destination. Shows the number of conversations with external destinations per shift [Telephony]. Shows the number of calls with external destinations per shift [Telephony]. Shows the overload per shift [Telephony]. Shows the number of reserved tasks [telephony]. Shows the number of voice mails. Length of voice mails [T] Shows the total length of voice mails. NQueued [E] NQueued [C] maxtqueued[e] maxtqueued[c] Avg.TQueued[E] Avg.TQueued[CE] Avg.TQueuedInterv[E] DTSF[E] DTSF[C] TSF[E] TSF[C] totntsf[e] totntsf+[e] totndonesinterv[e] totfdoneinterv[e] TSFShift[T] øtconvwaitshift[t] totnabanshift[t] Shows the number of queued s [ ]. Shows the number of queued chat requests [Chat]. Shows the maximum wait time [ ]. Shows the maximum wait time for chat requests [Chat]. Shows the average wait time of all queued s [ ]. Shows the average wait time of all queued chat requests [Chat]. Shows the average wait time during the period under consideration (interval) [ ]. Shows the Task Service Factor (dynamic calculation) (DTSF) [ ] Shows the Task Service Factor (dynamic calculation) (DTSF) [Chatl] Shows the Task Service Factor [ ]. Shows the Task Service Factor [Chat]. Shows the total number of s for the TSF calculation [ ] Shows the total number of positive s for the TSF calculation [ ]. Positive s are e- mails that have been closed. Shows the number of processed tasks during the period under consideration (updated periodically) [ ]. Shows the processing factor: Ratio of processed to deleted tasks during the period under consideration (updated periodically) [ ]. Shows the service level over the whole shift [Telephony]. Shows the average speed of answer per shift [Telephony]. Shows the abandoned calls per shift [Telephony]. 262 Supervision: Realtime information module User Manual CIE 3.3 User Interface

263 Abbreviation øtabanwaitshift[t] Comment Shows the average time, which the callers waited, before the call was abandoned [Telephony]. User Manual CIE 3.3 User Interface Supervision: Realtime information module 263

264 Agent values Available information You can display the following information for agent values. Abbreviation totndoneshift[t] totnnewshift[t] tottpauseshift [T] totndoneshift[e] øtpauseshift[t] tottsignonshift[t] øtconvshift[t] tottconvshift[t] øtacwshift[t] tottacwshift[t] ønconvperhourshift[t] Comment Shows the number of conversations per shift [Telephony]. Shows the number of calls per shift [telephony]. Shows the total break time per shift [Telephony]. Shows the incoming s per shift [ ]. Shows the average of break time per shift [Telephony]. Shows the total time for a shift during which an agent is signed on [Telephony]. Shows the average of ACD conversation time per shift [Telephony]. Shows the total of ACD conversation times per shift [Telephony]. Shows the average of ACW (after call work) per shift [Telphony]. Show the total of ACW per shift [Telephony]. Shows the average of ACD conversations per hour, related to the time, in which an agent is signed on per shift [Telephony]. 264 Supervision: Realtime information module User Manual CIE 3.3 User Interface

265 Agent group values Available information You can display the following information for agent group values. Abbreviation Signon ag [T] AvailAgent [T] Act. ag. [T] RC [T] ECRC [T] ACW ag. [T] FCWC ag.[t] Break [T] Avg. Avail. ag. [T] Avg. act. ag. [T] Avg.RC [T] Avg. ECRC [T] Avg. ACW ag. [T] Avg. FCWC ag. [T] NsignOn[E] Nfree [E] Nact [E] Nnew[E] Nacc[E] NFJCode[E] Avg. Nfree [E] ØNact[E] Comment Shows the number of signed-on agents [Telephony]. Shows the number of available agents [Telephony]. Shows the number of active agents [Telephony]. Shows the number of calls via call distribution [Telephony]. Shows the number of conversations via call distribution [Telephony]. Shows the number of agents in ACW [Telephony]. Shows the number of agents with mandatory job code [Telephony]. Shows the number of agents on break [Telephony]. Shows the average number of available agents [Telephony]. Shows the average number of active agents [Telephony]. Shows the average number of calls via call distribution [Telephony]. Shows the average number of conversations via call distribution [Telephony]. Shows the average number of agents in ACW [Telephony]. Shows the average number of agents with mandatory job code [Telephony]. Shows the number of signed-on agents [ ]. Shows the number of available agents [ ]. Shows the number of active agents [ ]. Number of agents with unopened s [ ]. Shows the number of agents with open s [ ]. Shows the number of agents with mandatory job code [ ]. Shows the average number of available agents [ ]. Shows the average number of active agents [ ]. ØNnew [E] Shows the average number of agents with unopened e- mails [ ]. User Manual CIE 3.3 User Interface Supervision: Realtime information module 265

266 Abbreviation ØNacc [E] ØNFJCode [E] Npause[E] Comment Shows the average number of agents with open s [ ]. Shows the average number of agents with mandatory job code [ ]. Shows the number of agents on break [ ]. Team Available information You can display the following information for team values. Abbreviation TSF[T] totntsf[t] totntsf+[t] TSF[E] totntsf[e] totntsf+[e] PBX Available information Comment Shows the TSF (current) [Telephony]. TSF[T] shows the TSF[Telephony] total number of calls for TSF calculation. Shows the total number of positive calls for TSF calculation [Telephony]. Positive calls are calls that have resulted in a discussion. Shows the TSF (current) [ ]. Shows the TSF [ ] total number of calls for TSF calculation. Shows the total number of positive s for the TSF calculation [ ]. Positive s are s that have been closed. You can display the following information for PBX values. Abbreviation Conf. B-channels [T] Act. B-channels [T] IVR Available information Comment Shows the number of configured B-channels per PBX [Telephony]. Shows the number of active B-channels per PBX [Telephony]. You can display the following information for IVR values. Abbreviation TbusyIVRPorts Comment Shows the number of assigned IVR ports. 266 Supervision: Realtime information module User Manual CIE 3.3 User Interface

267 Dialer Available information You can display the following information for dialer values. Abbreviation Explanation Cur. dialfactor Current dial factor in % Cur. drop rate Current drop rate in % ProCalljobs Gross ExtAC Extbusy TJobs Init Share of processed jobs Number of gross contacts Number of connections canceled by external party before answering Number of calls in which the external party was busy Total number of jobs Number of initiated jobs Max. drop rate Configured default value for drop rate in % Net TACRiti SysAC Unfinished jobs TunprocJobs Attempts Number of net contacts Number of dial attempts canceled due to exceeded ring timeout Number of connections canceled by the system Number of unfinished jobs Number of unprocessed jobs Number of dial attempts User Manual CIE 3.3 User Interface Supervision: Realtime information module 267

268 Lines Available information You can display the following information for line values. Abbreviation Available Busy Faulty ExtACDincoming Extincoming ExtACDoutgoing Extoutgoing IntACDincoming Intincoming IntACDoutgoing Intoutgoing Comment Shows the number of free lines. Shows the number of busy lines. Shows the number of faulty lines. Number of lines seized by incoming external ACD calls. Number of lines seized by incoming external direct calls. Number of lines seized by outgoing external ACD calls. Number of lines seized by outgoing external direct calls. Number of lines seized by incoming internal ACD calls. Number of lines seized by incoming internal direct calls. Number of lines seized by outgoing internal ACD calls. Number of lines seized by outgoing internal direct calls. 268 Supervision: Realtime information module User Manual CIE 3.3 User Interface

269 Inserting or deleting objects You can insert or delete the following objects for different realtime information elements. Topics Agents Agent groups Teams PBXs IVRs Campaigns, agent dialers, or topic dialers Lines Workplaces Example: Inserting or deleting topics You can insert or delete topics for a realtime information element. You can customize the order. Inserting a topic 1. Click Add in the settings of a realtime information element to insert a topic. The Topic selection dialog opens. 2. Select one or several topics. 3. Click OK. The topics are inserted. Deleting a topic 1. Select the topic to be deleted. You can also select several topics. 2. Click Delete. The topic or topics are deleted. Setting the order 1. Select a topic to change the order of the topic list. 2. To move the topic down the list click Down. 3. To move the topic up the list click Up. User Manual CIE 3.3 User Interface Supervision: Realtime information module 269

270 Drawing in realtime information sheets In addition to elements, you can use lines and rectangles to configure a realtime information sheet. Limitation You can select several elements, lines, and rectangles and move them together. However, you cannot group these elements, lines and rectangles permanently. Drawing a line Proceed as follows to draw a line. Use the grid to draw horizontal or vertical lines. 1. Click Draw line. 2. To set the starting point, click within the realtime information sheet and keep the mouse button pressed. 3. Draw the line. Release the mouse button. The line is drawn. Drawing a rectangle Proceed as follows to draw a rectangle. 1. Click Draw rectangle. 2. To position a corner, click within the window and keep the mouse button pressed. 3. Drag the rectangle to its desired size. Release the mouse button. The rectangle is displayed. Switching on selection mode Proceed as follows to toggle from draw mode to selection mode. 1. Click Switch on selection mode. 2. You are now back in selection mode. 270 Supervision: Realtime information module User Manual CIE 3.3 User Interface

271 Changing color, line type and line width Proceed as follows to change the color, line type, and line width of the drawn elements. 1. Right-click a drawn element. A pop-up menu opens. 2. Select Properties. The properties of the realtime information element are displayed. Line type 1. In the (line type) selection box, select a line. Line width Color 1. In the (line width) selection box, select a line width (0.5 pt - 6 pt). 1. Click the (color) button. 2. Select a color in the Color selection menu. Selecting several drawn elements You can select several elements to move or edit them in one step. or 1. Keep the Ctrl key pressed while clicking the elements. 1. Draw a selection frame around the elements. Deleting a drawn element Proceed as follows to delete a drawn element. 1. Right-click the drawn element. A pop-up menu opens. 2. Select Delete. The drawn element is deleted. User Manual CIE 3.3 User Interface Supervision: Realtime information module 271

272 Saving window settings You save your settings once you have positioned all windows as desired. These settings are only useful for separate realtime information displays. Working with a Detached Monitor What is a detached monitor? You can also detach a monitor. This means that the monitor will not appear in the window of the CIE UI application but rather will be shown as a detached entity (separately). Detaching To detach a monitor, mark it. Select File Open In Its Own Window. Save the settings if desired. Properties of a Detached Monitor You can set the following properties in the system menu field of a detached monitor in addition to the usual Windows functions. This will limit the usual Windows functions. A check mark ( ) shows that the function is enabled. Menu Function Always in the foreground Prevent minimization Prevent closing Possible Field of Application The monitor will always remain visible in the foreground. Even if you use another Windows application, the monitor will remain in the foreground. We recommend that you only let important monitors remain in the foreground. Adjust the size of the monitor. Prevents the monitor from being minimized. Prevents the monitor from being closed. When you exit the CIE UI application the monitor is also closed. You can only use a CIE UI as pure display in conjunction with single sign-on and AutoStart monitors. The monitors are always in the foreground and cannot be minimized or closed. Saving settings You want to save the current window arrangement. 1. In the Realtime Information menu select Save Window positions. The window arrangement is saved. Saving settings for autostart You can save the current window arrangement. The next time you sign on, the realtime information that is currently open will open automatically. 1. In the Realtime Information menu select Autostart. The window arrangement is saved. 272 Supervision: Realtime information module User Manual CIE 3.3 User Interface

273 Update types for realtime information The values and states of realtime information elements can be displayed either in real time, periodically or as a sliding window, depending on the realtime information element. Realtime display The realtime information display is updated continuously. The values match the current values in the CIE system. Method of operation A realtime information element signs on to the Realtime Information server. Information and values are sent from the Realtime Information server to the realtime information element as soon as there is a change. The realtime information element then shows the changed information or values. Periodic update With a periodic update, information and values are updated after ten seconds time. The period of ten seconds is predefined for the CIE system and cannot be changed. The Configuration application shows this time. Periodic update is mostly used for tabular realtime information. What is a sliding window? Sliding window means that after each update interval the calculated period of time moves one update interval. A period of ten seconds is set for the update interval of CIE system. You cannot change this update interval. You can configure the calculated period of time with the Configuration application. Example The following example shows the progress of a sliding window with stop and start. The following settings apply: Calculated period 15 minutes, update interval 10 seconds. Calculation Start Stop 1. 11:00:00 AM 11:15:00 AM 2. 11:00:10 AM 11:15:10 AM 3. 11:00:20 AM 11:15:20 AM Etc. User Manual CIE 3.3 User Interface Supervision: Realtime information module 273

274 Calculations Realtime information shows different current and average values. To assess these values, you must know how the CIE UI application calculates them. Learn how average values are calculated, what TSF and DTSF mean and how they are calculated. Conditions for certain calculations are set in the Configuration module. How are average values calculated? Average values refer to a fixed update interval of 10 seconds. Individual values are recorded every second. The average is determined and updated at the end of the update interval. Formula for average values The formula for the average values is: A = (V1+V2+V3+V4+V5+V6+V7+V8+V9+V10)/I Variable A V1 to V10 I Explanation Calculated average Individual values (recorded each second) Update interval (10 seconds) What is TSF and how is it calculated? The Task Service Factor (TSF) shows the percentage of tasks that waited in a queue for less than or just as long as the wait time threshold (for the TSF). The wait time threshold for the TSF can be set in the Configuration module for topics, agent groups, and teams. Different thresholds can be set for each topic, agent group or team. The threshold can be set between 5 and 900 seconds (15 min). The Task Service Factor is shown as a percentage. All tasks, even if they have been waiting longer than the calculated period set, are taken into account for the Task Service Factor as long as they are in the queue. In contrast to the DTSF, the TSF is reset to 100% after each calculated period. The calculated period is valid for the entire CIE system. The TSF is recalculated and updated after each update interval. The fixed update interval for the call center is 10 seconds. Formula for TSF The formula for the TSF is: TSF = N / S * 100 Variable TSF N S Explanation Task Service Factor Number of tasks less-than or equal-to the wait time threshold during the calculated period of time Total of all tasks during the calculated period of time 274 Supervision: Realtime information module User Manual CIE 3.3 User Interface

275 What is the DTSF and how is it calculated? The Dynamic Task Service Factor (DTSF) shows the percentage of tasks that waited in a queue for less than or just as long as the wait time threshold (for the DTSF). The wait time threshold for the DTSF can be set in the Configuration module for topics and agent groups. Different thresholds can be set for each topic or agent group. The threshold can be set between 5 and 900 seconds (15 min). The Dynamic Task Service Factor is shown as a percentage. A DTSF of 75% means that during the calculated period of time, 75% of all tasks were in the queue for a time less-than or equal-to the defined wait time threshold. All tasks, even if they have been waiting longer than the calculated period set, are taken into account for the DTSF as long as they are in the queue. The calculated period is valid for the entire CIE system. The DTSF is updated after each update interval. The fixed update interval for the CIE system is 10 seconds. The DTSF is a >sliding window<. This means that after each update interval, the calculated period is moved along the time axis for one update interval. Formula for DTSF The formula for the DTSF is: DTSF = N / S * 100 Variable DTSF N S Explanation What is wait time? Task Service Factor (Dynamic calculation) Number of tasks less-than or equal-to the wait time threshold during the calculated period of time Total of all tasks during the calculated period of time The wait time of a task depends on the task type. Wait time for calls The wait time of a call starts once the call is queued in the topic queue. Wait time for s The wait time of an starts once the mail arrives in the topic mailbox. Acceptance Level The acceptance level is calculated using the following formula. Incoming calls / (received calls - short calls) Short call is a call without conversation with a waiting time <N sec [default: 10 sec]. User Manual CIE 3.3 User Interface Supervision: Realtime information module 275

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277 Supervision: Reporting module What is Reporting? The Reporting module records, examines, assesses and presents all important CIE system data. Flexible configurable reports let you customize the module to your needs. You can generate reports manually or automatically in a variety of layouts and outputs. Report data The CIE system provides detailed information on all important events prepared as report data. This enables a telephone call to be recorded and evaluated in detail from the moment it is placed until it is concluded. Additional report data are calculated from agent statuses, s, voice mail messages and announcements for example. Reporting lets you evaluate the performance of the CIE system and lets you calculate agent hours and bill clients. You can also process the report data using staff planning tools for example (using xstat_srv) or other business programs. Reporting gathers and classifies numerical data and other information such as numbers, job codes and skill combinations for defined objects such as agents, topics, agent groups. You can also create records of individual telephone conversations (using tr_srv). You then have a variety of options for displaying and processing data collected this way. All report values are stored in a database. The recorded data is the basis for further evaluations or special algorithms. User Manual CIE 3.3 User Interface Supervision: Reporting module 277

278 Advantages of reporting The surveys performed provide a number of advantages: Features Report evaluations make it possible to ensure a continuous quality of telephone and service. Reporting makes it possible to identify peak times that can be counteracted by the coordinated employment of manpower. Based on previous evaluations you can react to seasonal or eventrelated increase in calls or s in time. You add to your success by recording feedback regarding promotion and marketing measures. Since the time needed for processing a call or can be determined, you can calculate the expenses per call and . With the Reporting module you can create, output and export reports for reporting types. If you already configured reporting you can use these as templates for new reports. Who collects the data? Data are collected and results are evaluated using the reporting and reporting generator server and reporting viewer components. What reporting types are available? You can create report evaluations for different objects of the system. The following types, corresponding with the individual objects, are available. Agent reporting Agent group reporting Telephone reporting Dialer reporting Line reporting Skill combination reporting System reporting Team reporting Topic reporting PBX reporting IVR reporting 278 Supervision: Reporting module User Manual CIE 3.3 User Interface

279 What kinds of reporting are available? The system distinguishes two kinds of reporting: Manual reporting You can configure manual reporting that has to be started individually by the user. Automatic reporting The evaluation of an automatic reporting starts automatically at a set date or at certain intervals, e.g. every evening or at the beginning of each month. For whom can you enable reporting? The system can enable reporting for two different user groups: Private Reporting can be enabled solely for the user who defined it. Reporting of this kind is marked with the private enable-option. Public Reporting can also be enabled publicly: All users of the system with the necessary privileges can view configured reporting. Which time settings are possible? Time frame You must define a time frame for the report survey. Resolution of time axis Available options are Months, Weeks, Days, Total period, and User-defined (hour and minute). How can you present reporting? You can choose between two kinds of result presentation. Tabular presentation You can have your reporting presented in tabular form. The order of events is determined by the freely selectable grouping of the used reporting counters. Graphical display You can have your reporting presented graphically as a line graph, bar chart, or pie chart. This presentation, however, is not possible for all agent group and topic counters. User Manual CIE 3.3 User Interface Supervision: Reporting module 279

280 Reporting method How can you output reports? The system offers two possible outputs of your report results: Displaying You can have the results displayed on your monitor. Exporting reporting You can export your results to a Microsoft Excel file, RTF, PDF, or CSV file. You can choose between interval-based and back office reporting in the system. Please note that you have to choose one of the two reporting methods when commissioning the system. Mixed operation is not advisable. Interval-based reporting In interval-based reporting, counters are presented as events on the time axis. If a counter exceeds the interval the counter counts proportionally for each interval. Logical totals are necessary to determine the actual number of events (totnnew, totnconv, etc.) for the period under consideration (several individual intervals). Within an interval, counters can be crosschecked according to certain rules and the actual times (ring times, conversation times...) are saved. Back office reporting With back office reporting, all report values (counters, times, job codes, etc.) are determined for the report interval during which the call was first recognized by the CIE system (time stamp of the first event received by the kernel process per call). This means that times (e.g. conversation times) exceeding the duration of the interval are nonetheless written to first interval. For all further intervals no report data is recorded for this event. Special cases are consultation calls with or without transfer. A new call is created for the consultation call. This call does not have to start in the same interval as the original call. All report values regarding the consultation call and a possible transfer are recorded for the interval in which the consultation call was initiated. Logical totals are no longer needed for back office reporting since there is no difference between technical and logical totals. 280 Supervision: Reporting module User Manual CIE 3.3 User Interface

281 Which reporting method is active? The Configuration module shows which method is set for your system. In order to access the following options you need to be logged on with the relevant user rights. 1. Click Administration. 2. Click Configuration. 3. Select Special settings in the Service menu. The reporting method is displayed under Reporting type. Interval reporting Interval reporting is used as default. Back office reporting You have to select Back office as Reporting type during the guided installation if you want to use this method. User Manual CIE 3.3 User Interface Supervision: Reporting module 281

282 Conditions for calls and conversations You have to take the calculated period into account when calls and conversations are counted. The period under consideration (resolution of the time axis) and the selected calculated period (interval) play an important role for the report evaluation for interval-based reporting. Please keep this in mind for all calculations. This also applies to subtotal and total data and exported data. Note the explanations in the table below for calculated period of time, resolution of time axis, calls, established calls (conversations), duration of call, ring time, ACW, total processing time, conversation time, calls in the queue and calls on hold. Times The following table explains how times are calculated. Times Calculated period (of time) Resolution of time axis Duration (e.g. conversation time, ring time, ACW, total processing time) Explanation The calculated period is set in the Configuration application. Data is saved after each calculated period. Therefore, the calculated period determines the resolution of the data. You can configure Months, Weeks, Days, Total period, or User-defined (hour and minute) as the time axis resolution. The minimum value for the resolution of time axis is the maximum calculated period within the period under consideration. When a counter measures a duration, these counters count in the periods in which the event occurs for interval-based reporting or in the first period under consideration for back office reporting. 282 Supervision: Reporting module User Manual CIE 3.3 User Interface

283 Number Interval-based reporting The following table explains how totals are calculated in interval-based reporting. Number Calls Conversations Calls in the queue Calls on hold Back office reporting Explanation Calls are counted for the calculated periods during which they are connected to a terminal. If a call is connected during two calculated periods it counts for both. Conversations count for the calculated periods during which they take place. If a call continues for more than one calculated period it counts for all periods. You have to take this into account for technical subtotals and totals. Logical totals show the factual number of established calls (one conversation) since the whole period under consideration is taken into account for logical calculations. Only the duration of a conversation during the period under consideration is taken into account. Calls in a queue are counted for the calculated periods during which they are queued. Calls on hold are counted for the calculated periods during which they are on hold. In back office reporting, totals are assigned to the period during which the call entered the system. User Manual CIE 3.3 User Interface Supervision: Reporting module 283

284 Calculations System calculations can result in misinterpretations. To avoid this, learn how average values, subtotals, and totals are calculated. Average values Average calculations refer to the period under consideration in relation to the resolution of the time axis. How are average values calculated? Average statistical subtotals and totals are calculated according to the following formula. Ø total = (Ø subtotal 1 + Ø subtotal 2 + Ø subtotal n) / n Misinterpretations Average subtotals and totals are not calculated according to the following formula. Ø total = (total of n individual values) / n Example of how average values are calculated The following example shows the calculation of the average ring time. Please note that if you divide the total of ring times by the total of calls, the average value is However, the Reporting application calculates the average value of the individual average values and so the average is Period under consideration Counted and calculated are totnnew <-RC totnconv <-RC tottringag <-RC Avg. Tring <-RC 10:00 to 11: :00 to 12: Total Number Minutes Minutes Maximum values Maximum values refer to the period under consideration in relation to the resolution of the time axis. 284 Supervision: Reporting module User Manual CIE 3.3 User Interface

285 Example 1: Simple report calculation The following example shows simple reporting. Prerequisites for example 1 Let us assume the following. Reporting is to be created for a team with two agents. The period under consideration is from 10:00 AM to 11:00 AM. One hour is set as the calculated period The resolution of time axis is set to Entire period of time. One call comes in during the period under consideration. The conversation lasts for 30 minutes during the period under consideration. The call rings from 10:20:00 AM to 10:25:00 AM. The conversation starts at 10:25:00 AM and ends at 10:55:00 AM. Illustration of example 1 The following illustration shows the time axis with call and conversation. 10:00 11:00 12:00 Call Conv. Time axis Counters for example 1 The following counters are evaluated for the example. totnnew<-rc (number of calls) totnconv<-rc (number of conversations) tottring<-rc (ring time) AvgTRing<-RC (average ring time) maxtring<-rc (maximum ring time) tottconv<-rc (conversation time) maxtconv<-rc (maximum conversation time) User Manual CIE 3.3 User Interface Supervision: Reporting module 285

286 Table for example 1 The table below shows what was counted and calculated for the period under consideration from 10:00 to 11:00. Period under consideration 10:00 to 11:00 Counted and calculated are totnnew <-RC totncon v<-rc tottring <-RC AvgTRin g <-RC maxtri ng<-rc tottcon v<-rc Number Minutes maxtco nv<-rc 286 Supervision: Reporting module User Manual CIE 3.3 User Interface

287 Example 2: Reporting for ring time, call, established call and conversation time The following example shows how ring times, calls, established calls (conversations) and conversation times are counted. Prerequisites for example 2 Let us assume the following. Reporting is to be created for a team with two agents The period under consideration is from 10:00 AM to 12:00 PM. One hour is set as the calculated period. The resolution of time axis is set to Total period. There are two calls during the period under consideration. The conversation lasts for 30 minutes during the period under consideration. The call rings from 10:35 AM to 10:45 AM. The conversation starts at 10:45 AM and ends at 11:15 AM. A second call rings from 10:55 AM until 11:05 AM. The call is not answered. Illustration of example 2 The following illustration shows the time axis with established call and ringing call. 10:00 11:00 12:00 Call Conv. Call Time axis Counters for example 2 The following counters were evaluated for the example. totnnew<-rc (number of calls) totnconv<-rc (number of conversations) tottring<-rc (ring time) AvgTRing<-RC (average ring time) maxtring<-rc (maximum ring time) tottconv<-rc (conversation time) maxtconv<-rc (maximum conversation time) User Manual CIE 3.3 User Interface Supervision: Reporting module 287

288 Table for example 2 in interval reporting The table below shows what is counted and calculated for the different periods under consideration when you use interval reporting. Period under consideration 10:00 to 11:00 11:00 to 12:00 10:00 to 12:00 Counted and calculated are totnnew <-RC totncon v<-rc tottring <-RC AvgTRin g <-RC maxtri ng<-rc tottcon v<-rc Number Minutes maxtco nv<-rc Please note how the average ring time (ØTRing<-) and the conversation time (tottconv<-) depend on the period under consideration chosen for evaluation. Table for example 2 in back office reporting The table below shows what is counted and calculated for the different periods under consideration when you use back office reporting. Period under consideration 10:00 to 11:00 11:00 to 12:00 10:00 to 12:00 Counted and calculated are totnnew <-RC totncon v<-rc tottring <-RC AvgTRin g <-RC maxtri ng<-rc tottcon v<-rc Number Minutes maxtco nv<-rc 288 Supervision: Reporting module User Manual CIE 3.3 User Interface

289 Reporting counters that only count on Integral Enterprise, I55 PBXs Note that some reporting counters only count when you use an Integral Enterprise, I55 PBX. By default the CIE system does not have the statistics counters switched on for the Integral Enterprise, I55 PBX. Line reporting Information on line seizures is only available for Integral Enterprise, I55 PBXs. All counters for line reporting only count for Integral Enterprise, I55 PBXs. System reporting The following counters for system reporting only function with Integral Enterprise, I55 PBXs. totnbusytr, tottbusytr, maxtbusytr, maxnbusytrports, tottmaxbusytrports, maxtmaxbusytrports, totnbusy<-dcext Counters that count calls to busy subscribers Information on calls to busy subscribers or times when a busy tone is heard is only available for Integral Enterprise, I55 PBXs. The following counters for agent/team reporting only function with Integral Enterprise, I55 PBXs. NBusy <-, totnbusy <- DCInt, totnbusy <- DCExt, totnbusydropped, totnbusytone, tottbusytone, AvgTBusyTone, maxtbusytone Counters that count rejected calls Only Integral Enterprise, I55 PBXs allow agents to reject routed calls. The following counters for agent/team reporting only function with Integral Enterprise, I55 PBXs. totnrej<-rc, totnrej<-rc per Topic, totnrej<-rc per AG User Manual CIE 3.3 User Interface Supervision: Reporting module 289

290 Different counting methods for external and internal call distribution on Integral Enterprise, I55 PBXs The type of call distribution is taken into account for reporting for each Integral Enterprise, I55 PBX. Calls can be routed either by the server, as defined in the task flow script (external call distribution) or by the Integral Enterprise, I55 PBX (internal call distribution). Counters that only count for internal call distribution on Integral Enterprise, I55 PBXs The following counters count only during internal call distribution. They do not count during external distribution. No reports are written to the database. Kind of reporting Reporting counter Name of reporting counter Topic reporting tottoverl Total overload time Topic reporting AvgTOverl Average overload time Topic reporting maxtoverl Maximum overload time Agent group reporting totnoverf-> Total overflow calls in an overflow AG Agent group reporting totnoverf-> per AG Total of overflow calls, per overflow group Agent group reporting totnoverf<- Total calls overflowing to the agent group concerned Agent group reporting totnoverf<- per AG Total calls overflowing to the agent group concerned per agent group. Reporting counters that count only during external call distribution The following counters count only during external call distribution. They do not count during internal distribution. Reporting counter Name of reporting counter totnrouted-> Number of calls overflowing from this topic to another totnrecvm Total recorded voice messages totnvmag Total voice messages assigned to be played totnabanvmag Total unplayed voice messages totndonevmag Total played voice messages 290 Supervision: Reporting module User Manual CIE 3.3 User Interface

291 Reporting counters that count differently depending on the distribution It depends on the kind of call distribution how the following counters count. Reporting counter Name of reporting counter Counting method for internal call distribution (Integral Enterprise, I55 PBX only) Counts during external distribution totnoverl Total calls during overload Counts all calls to the respective topic that are dropped by the system. The caller hears a busy tone. During internal distribution, all calls that come in during overload are counted, i.e., the queue of the dialed topic is full and the call distribution cannot queue additional calls. Counts all calls to the respective topic that are dropped by the system. The caller hears a busy tone. External distribution counts all calls that the task flow routes to Release as destination immediately before they enter the queue. totnrr Total calls to a topic via call distribution Counts all incoming calls to the respective topic that did not dial the topic directly but were forwarded to the topic by call distribution. Possible reasons are: Elapsed ring timeout at the agent or call rejected by the agent and thus returned to call distribution. Or the call is a chain call and thus returned to call distribution (agent ends the call). Counts all incoming calls to the respective topic that did not dial the topic directly but were forwarded to the topic by call distribution. Possible reasons are: Elapsed ring timeout at the agent or call rejected by the agent and thus returned to call distribution. Or the call is a chain call and thus returned to call distribution (agent ends the call). During external distribution, calls that are returned to call distribution due to busy external destination are also counted. User Manual CIE 3.3 User Interface Supervision: Reporting module 291

292 Cross-checking reporting counters You can cross-check some counters. This topic provides the respective formulas and calculations. You can cross-check counters only if you meet these prerequisites: Interval reporting: You cannot cross-check counters within intervals. You can only cross-check counters of an evaluation for a total period and in the logical total. Back office reporting: In back office reporting, you can also cross-check counters within intervals. Counters for topic reporting Number of calls to the topic (balance sheet): totnincome = totnsucc + totnlost totnnew + totnrr = totnconvag + totnconvextdest + totnconvautoag + totnaban + totnrouted-> Number of topic calls routed to agents: totnag = totnconv + totnabanag Number of topic calls routed to external destinations: totnextdest = totnconvextdest + totnabanextdest Counters for agent groups totn = totnnew + totnoverf<- = totnconv + totnaban + totnoverf-> totnaban = totnabanwait<=n + totnabanwait>n<=m + totnabanwait>m totnconv = totnconvwait<=n + totnconvwait>n<=m + totnconvwait>m Counters that only count for internal call distribution (Integral Enterprise, I55 only): totnoverf<-: Total calls overflowing to the agent group concerned. totnoverf->: Total overflow calls from this to another agent group. Counters for agents totnnew<- + totnpickup<- = totnconv<- + totnaban<- + totnpickup-> totnnew<- = totnnew<-rc + totnnew<-dcint + totnnew<-dcext totnconv<- = TotNConv<-RC + totnconv<-dcint + totnconv<-dcext totnconvag = totnconvwait<=n + totnconvwait>n<=m + totnconvwait>m 292 Supervision: Reporting module User Manual CIE 3.3 User Interface

293 Relationship among different times: tottconv<- = TotTConv<-RC + tottconv<-dcint + tottconv<-dcext tottservice<-rc = TotTConv<-RC + totthold + tottacw + tottforcedcwc Note: This formula is valid only if the agent under consideration is working exclusively with incoming traffic. totthold and tottacw count for incoming and outgoing traffic. User Manual CIE 3.3 User Interface Supervision: Reporting module 293

294 Features of reporting Contrary to dealing with telephone calls, the processing of s can continue for a much longer time, e.g. for several days. For this reason, reporting information must already be provided during processing time. No difference between interval-based and back office reporting For reporting, there is no difference between interval-based and back office reporting. The counters are provided for evaluation at the end of the interval during which the event to be counted, e.g. the arrival of a new in the system, occurred. Other counters that record the completion of processing can only be evaluated at the end of processing. Availability of reporting counters You have to take the calculated period into account when s are counted. The period under consideration (resolution of the time axis) and the selected calculated period play an important role for the report evaluation. Please keep this in mind for all calculations. This also applies to subtotal and total data and exported data. Please note the definitions of control time, processing time, processing duration, and wait time. Maximum time to accept The time to accept starts as soon as an arrives in the agent s folder. If the agent does not open the (UMR client in the CIE UI or Web client) before the maximum time for accepting is over, the workplace is signed off from the distribution for all agent groups. After the maximum time to accept is exceeded, the system redistributes the according to the task flow set. You configure the maximum time to accept for topics. Processing time The duration between opening and closing an is called processing time. If the agent interrupts processing the active or if the agent logs off (the e- mail is reactivated after the agent logs in again) these times are not counted as processing time. You configure the processing time for topics. Default for processing time You can set a default for the processing time of agent groups. The preconfigured default is 30 minutes. If an agent s processing time exceeds the default time, the agent receives a message to this effect. 294 Supervision: Reporting module User Manual CIE 3.3 User Interface

295 Wait time The duration between the arrival of an at an agent s inbox and its opening is called wait time. Service-oriented topic counter Some new reporting counters (handling time, service level and Lost/ Successful) are important for the user. Irrespective of the actual history of an , the selected topic is most important from the point of view of the user. Handling time (processing time) The processing or handling time is the time between the arrival of an in the system and its completion by an agent. Net and gross handling times are distinguished. Gross handling time The gross handling time is the total time between the arrival of an and its completion. Net handling time The net handling time is the time difference between the arrival of the in the system and its completion minus the blocking time of the initial topic during this interval. Number of s from point of view of user All mails that are completed by agents are counted as successful for the initial topic (totnsucc) regardless of the topic by which the s reached the agents. For the initial topic, all s are counted as definitively unprocessed (totnlost) if were deleted by an administrator, even if these s have already been distributed via several topics. User Manual CIE 3.3 User Interface Supervision: Reporting module 295

296 service factor The net handling time is the calculation basis for the service factor. Mails deleted by an administrator are not taken into account. is received is completed Blocking time 10:00 10:15 10:30 10:45 Handling time (gross) Time axis and Handling time (net) totnnew totnsucc or totnlost totthandlgros (+ avg, max) totthandlnet (+ avg, max) service factor ESF Topic counters for internal workflow s can be cross-checked for each individual save interval. There are counters for the arrival and exit of mails at the beginning and the end of the interval. totnnew totntrans<totnrouted<- totnprocin totnprocout 10:00 10:15 Time axis totndoneagent totndoneextern totntrans-> totnrouted-> totndeleted 296 Supervision: Reporting module User Manual CIE 3.3 User Interface

297 Opening reporting In order to use the reporting functions, you need the relevant privileges. You generally work with reporting in the capacity of supervisor or system administrator. Necessary privileges In order to use the reporting functions, you need the relevant privileges. Your privileges are defined in the Configuration module. With this privilege Reporting Topic Agent group Agent Show alias only Team Telephone Line Outbound ACD IVR Skill System PBXs Definition Automatic reporting Delete data Parameterize reports You can... Utilize reporting. Perform reporting on topics. Perform reporting on agent groups. Perform reporting on agents. Perform reporting on agents using their alias. Perform reporting on teams. Perform reporting on telephones. Perform reporting on lines. Perform reporting on outbound ACD connections. Perform reporting on IVRs. Perform reporting on skills. Perform reporting on the system. Perform reporting on PBXs. Generate new reporting. Generate automatic reporting. Delete report data for a time period. Parameterize/edit predefined reports. Reporting counters In order for you to evaluate reporting, the relevant reporting counters must be selected in the Configuration module. 1. Click Administration. 2. Click Configuration. 3. Select Reporting Filters from the Service menu. The available reporting counters are displayed. The relevant reporting counters must be selected. You can use the selected counters in reporting. Opening reporting Proceed as follows to open reporting. User Manual CIE 3.3 User Interface Supervision: Reporting module 297

298 1. Click Supervision. 2. Click Reporting. Reporting appears in the task area. Icons on the task bar The Reporting area is represented in the task bar with the following icon. Views in reporting There are two methods of operation for reporting. Either you create and edit reporting or you perform a report evaluation. Depending on the method of operation, you will see different views in reporting. If you are creating or editing reporting, you will use the Inspector view. If you are viewing reporting, you will use the File View. View: File View The File View is divided into four areas: the title bar, the tool bar, the Folder area, and the Reporting files area. Illustration of areas The following schematic illustration shows the File View. The relevant areas are marked red. Title bar The highlighted area shows the title bar. 298 Supervision: Reporting module User Manual CIE 3.3 User Interface

299 Tool bar The highlighted area shows the tool bar. Folders The highlighted area shows the Folder view. Reporting files The highlighted area shows the reporting files. Title bar The title bar shows the Reporting File - View. Tool bar You will find the following icons on the tool bar of the File View. Icon Command Function New folder Creates a new folder. New report Creates new reporting. Edit Delete Full screen Work area Export Toggles to edit mode. Deletes reporting. Toggles to full screen display. Toggles to the work area. Exports reporting. User Manual CIE 3.3 User Interface Supervision: Reporting module 299

300 Folders and reporting files Folders This area shows the folders for reporting in a tree structure. You can use these folders for a clear layout and arrangement according to topic. You can create private or public folders. Only you can use private folders. All users with the respective privileges can use public folders. The default folders cannot be changed. Folders are shown in alphabetical order. Reporting files The Reporting files area shows the reporting of a selected folder. Reporting is shown in a table. Type indicates whether a reporting file is private or public. Only you can use private reporting. All users with the respective privileges can use public reporting. The default Reporting files cannot be changed. In order to edit reporting files, the screens have to be copied first The table shows the following information. Name Modified Status Owner Priority Automatic Type Icons in the File View The following icons are used in the Folder and Reporting files area. Icon Explanation Shows a public folder. Shows a private folder. Shows a default folder. Shows public reporting. Shows private reporting. Shows a default reporting. This folder contains additional folders. Expands the tree structure. Collapses the tree structure. 300 Supervision: Reporting module User Manual CIE 3.3 User Interface

301 Pop-up menus in the File View You can right-click in the Folder and Reporting files area to open a pop-up menu. Note that you can only use certain commands in the pop-up menu, depending on what is selected. Unavailable commands appear in gray. Pop-up menu: Folders The following table shows the commands of the pop-up menu in the Folder area. Command New Folder (public) New Folder (private) New File (public) New File (private) Add Delete Rename Private Refresh Function Pop-up menu: Reporting files Creates a new public folder. Creates a new private folder. Creates new public reporting. Creates new private reporting. Inserts a folder. Deletes a folder. You can rename the selected folder. You can convert a public folder to a private folder. Refreshes the view. The following table shows the commands of the pop-up menu in the Reporting files area. Command Open In Work Area Open Full View Generate Export Edit New File (public) New File (private) Cut Copy Paste Delete Rename Duplicate Private Refresh Function Opens the selected reporting in the work area. Opens the selected reporting in the full view. Generates the selected reporting. Exports the selected reporting. Returns to the Inspector view. Creates new public reporting. You can name the reporting. Creates new private reporting. You can name the reporting. Cuts the selected reporting. Copies selected reporting into the clipboard. Inserts reporting. Deletes the selected reporting. You are prompted. You can rename the selected reporting. Copies selected reporting. You can convert a public reporting to private reporting. Refreshes the view. User Manual CIE 3.3 User Interface Supervision: Reporting module 301

302 View: Inspector Like the File View, the Inspector view is divided into four areas: the title bar, the tool bar, the Elements area, and the Reporting area. Illustration of areas The following schematic illustration shows the Inspector view. The relevant areas are marked red. Title bar The highlighted area shows the title bar. Tool bar The highlighted area shows the tool bar. Elements The highlighted area shows the Elements area. Reporting The highlighted area shows the Reporting area. 302 Supervision: Reporting module User Manual CIE 3.3 User Interface

303 Title bar The title bar in the Inspector view shows the Inspector and the name of the reporting. Tool bar You will find the following icons in the tool bar of the Inspector view. Icon Command Function Save Cancel Basic data Saves the report data. Cancels the current process and toggles to the File View. The data is not saved. Shows the basic report data. File view Full screen Work area Toggles to the File View. Toggles to full screen display. Toggles to the work area. Elements You will find the following elements in reporting. Icon Element Function Basic data Logo Label Table Pie chart 3D pie chart Line graph Bar chart Dividing line The basic data shows selected report properties as text. The logo shows a selected graphic. You can provide additional comments for reporting with the label. Shows reporting in table format. Shows reporting as a pie chart Shows reporting as a pie chart in threedimensional (3D) format. Shows reporting as a line graph. Shows reporting as a bar chart. Shows a horizontal dividing line. User Manual CIE 3.3 User Interface Supervision: Reporting module 303

304 Reporting You create reporting in the Reporting area of the Inspector view. You use the elements to do so. You drag and drop the elements to create reporting. You must enter the basic data accordingly. Pop-up menu In the Reporting area, you right-click to access the pop-up menu. The pop-up menu shows the following commands. Command Settings Delete Element properties Function Opens the settings of the selected element. Deletes the selected element. You use the elements to compile reporting as you like. The elements can be divided into two types. Elements used for labeling Basic data Logo Label Dividing line Elements that display report values Table Pie chart 3D pie chart Line graph Bar chart The properties of the statistics elements are explained in the topic: Properties of a reporting element. 304 Supervision: Reporting module User Manual CIE 3.3 User Interface

305 Element: Basic data You use basic data to represent general report data. You can adjust the size of the basic data field. Display tab You can display the following information. Date created Editor Period Weekly restrictions (currently not functional) Daily restrictions (currently not functional) Display interval (currently not functional) Cycle (currently not functional) You can choose whether to display names and data or just data. Presentation tab You can select the presentation for the labeling. The table below lists the presentation options. Presentation/Icon Font Explanation You can select one of the Windows fonts. A font size of between 8- and 72-point can be configured. Changes the font color. Formats the text in bold. Formats the text in italics. Underlines the text. User Manual CIE 3.3 User Interface Supervision: Reporting module 305

306 Element: Logo You can use one or more logos in reporting. The size of the image can be adjusted. You can assign a link to the image. Image formats The following image formats are supported. JPG (JPEG stands for Joint Photographic Expert Group) BMP (BMP stands for Windows bitmap) GIF (GIF stands for Graphics Interchange Format) PNG (PNG stands for Portable Network Graphic) Image selection tab You can select a graphic in the Image selection tab. Element: Label With the label, you can provide additional comments or labeling for reporting. The size of the label field can be adjusted. You can use up to 256 characters. You can select the presentation for the labeling. The table below lists the presentation options. Presentation/Icon Font Explanation You can select one of the Windows fonts. A font size of between 8- and 72-point can be configured. You can select the font color from a color palette. Formats the text in boldface. Formats the text in italics. Underlines the text. Left-justifies the text. Centers the text. Right-justifies the text. 306 Supervision: Reporting module User Manual CIE 3.3 User Interface

307 Element: Table You must specify the following settings for a Table element. Settings Period Output Counters Reporting type (agent, agent group, dialer, line, skill combination, system, team, telephone, topic, PBX, IVR) Element: Pie chart You must specify the following settings for a Pie chart element. Settings Period Counters Reporting type (agent, topic) For more information see: Explanations of pie charts and 3D pie charts Element: 3D pie chart You must specify the following settings for a 3D pie chart element. Settings Period Counters Reporting type (agent, topic) For more information see: Explanations of pie charts and 3D pie charts Element: Line graph You must specify the following settings for a Line graph element. Settings Period Output Counters Reporting type (agent, agent group, dialer, line, system, team, telephone, topic, IVR) User Manual CIE 3.3 User Interface Supervision: Reporting module 307

308 Element: Bar chart You must specify the following settings for a Bar chart element. Settings Period Output Counters Reporting type (agent, agent group, dialer, line, system, team, telephone, topic, IVR) Element: Dividing line You can specify the properties of a horizontal line. The dividing line always covers the entire length of reporting. You can only move the line up or down. The table below lists the presentation options. Presentation/Icon Line type Explanation You can select one of the following line types. Line width You can set the following values for the line width. 0.5 pt, 1 pt, 1.5 pt, 2 pt, 3 pt, 4 pt, 5 pt, 6 pt You can select the line color from a color palette. 308 Supervision: Reporting module User Manual CIE 3.3 User Interface

309 Explanations of pie charts and 3D pie charts You can create a pie chart or 3D pie chart for an agent or topic. The information displayed varies depending on the type. Pie chart or 3D pie chart for an agent A pie chart or 3D pie chart shows an agent's call balance. The call balance indicates how many calls the agent has received and what happened to the calls. Call balance The call balance consists of the following counters. totnaban<- totnconv<- totnpickup-> Information about counters For information on reporting counters, see the relevant documentation. Pie chart or 3D pie chart for a topic You can display the success balance, topic balance or conversation balance of a topic in a pie chart or 3D pie chart. Success balance The success balance indicates the number of calls received for the topic and the number that resulted in a connection. The success balance consists of the following counters. totnlost totnsucc Topic balance The topic balance indicates how many calls received for the topic and what happened to the calls. The topic balance consists of the following counters. totnrouted-> totnconvextdest totnconvautoag totnaban totnconvag User Manual CIE 3.3 User Interface Supervision: Reporting module 309

310 Conversation balance The conversation balance indicates the number of calls that led to a conversation and the wait times for the calls. The conversation balance consists of the following counters. totnconvwait>m totnconvwait>n<=m totnconvwait<=n Information about counters For information on reporting counters, see the relevant documentation. 310 Supervision: Reporting module User Manual CIE 3.3 User Interface

311 General properties of reporting You set the grid, presentation, default type, and size of work area in the general properties of reporting. General tab You can modify the following settings on the General tab. Name You can use a maximum of 29 alphanumeric characters for the reporting name. Size of work area You can configure the width of the work area between 2 and 3,000 points. You can configure the height of the work area between 2 and 3,000 points. Settings You can switch a grid for reporting on or off. You use a grid for a clearer layout of the elements. Width and height You can configure a width and height for the grid of between 2 and 50. Example 1 If you configure 2 for the width and height, for example, then a grid point is shown for every two points on the reporting. Example 2 If you configure 10 for the width and height, for example, then a grid point is shown for every 10 points on the reporting. User Manual CIE 3.3 User Interface Supervision: Reporting module 311

312 Presentation tab You can specify the default settings for the reporting presentation. You set the individual values in the element properties. Font You can configure the font, font size, and formatting. Line You can configure the line type, line width, and line color. Background You can select a background color from a palette. You can also provide an image. Color selection You can select a color from a palette for the following settings. Palette Labeling (text color) Dividing line (line color) Background color The following schematic illustration shows the color palette. You can select a color from the palette. The highlighted square indicates the selected color. 312 Supervision: Reporting module User Manual CIE 3.3 User Interface

313 Properties of a reporting element You must configure similar properties for the reporting elements. Overview of reporting elements and possible properties The following table shows the reporting elements and their possible properties. Element Table Pie chart 3D pie chart Line graph Bar chart Properties Settings Period Output Counters Reporting type (agent, agent group, dialer, line, skill combination, system, team, telephone, topic, PBX, IVR) Settings Period Counters Reporting type (agent, topic) Settings Period Counters Reporting type (agent, topic) Settings Period Output Counters Reporting type (agent, agent group, dialer, line, system, team, telephone, topic, IVR) Settings Period Output Counters Reporting type (agent, agent group, dialer, line, system, team, telephone, topic, IVR) User Manual CIE 3.3 User Interface Supervision: Reporting module 313

314 Settings tab The following settings are displayed in the Settings tab. You cannot change these settings. Name of reporting Public or private reporting You can change the following settings. Type of reporting You can select one of the following types, depending on the element. Agent, agent group, dialer, line, skill combination, system, team, telephone, topic, PBX, IVR Priority You can set the priority between 1 and 9. The priority is relevant for automatic reporting. For example, if two report evaluations are planned for the same time, the priority determines which evaluation will be performed first. Tab: Period In the Time frame tab, you set the time period during which the report data will be surveyed. Use settings from basic data Select this option to use time settings from the basic data. If you change the basic data, the time settings for the corresponding statistics also change (inheritance). Start and end A month is represented by the days and weekdays. You can set a day for the start and end of the time frame. You can change the month with the arrow keys. You can enter a start time and an ending time in order to automatically generate hourly statistics..see: Example for automatic statistics. Restrict to You can limit the time frame to specific days of the weeks and you can also limit the time of day for report data sampling. In the table of the times you can enter maximally one day from 00:00 o'clock to 23:59 o'clock. This entry will preset and cannot be deleted. New entries: The time intervalls in the table must ascend. A new entry takes place behind the marked line Around a new entry to add a time gap must be present. There may not be time intervall overlaps (prevented). 314 Supervision: Reporting module User Manual CIE 3.3 User Interface

315 A table shows the configured times. Setting Beginning End Duration Explanation Shows the start time. Shows the end time. Shows the duration. A gray ellipse indicates the selected date. This day of the week is used. It is shown in light gray. This highlighted day of the week is not used for reporting. The day of the week will be displayed in dark gray and with diagonal red lines. Icons Icon New entry Delete Explanation Inserts a new entry if the six available rows are not sufficient. Deletes the selected entry. Automatic reporting Automatic reporting is calculated at the time specified by you, with the specified cycle and type of output. You can define the following settings for automatic reporting. Setting Start date Start time Cycle Explanation You can select a start date or input one directly. You can select a start time or input one directly. You can set a monthly cycle or a user-defined cycle. You can set days or hours for the userdefined cycle. User Manual CIE 3.3 User Interface Supervision: Reporting module 315

316 Tab: Output For the output, you can configure the time-axis resolution, export file, Excel macro, and table display. Resolution of time axis You can select one of the following settings for the time-axis resolution. Months Weeks Days Total period User-defined (time) For the time axis, you can choose between total period; total period broken down into months, weeks, or days; or the total user-defined time broken down into hours and minutes. Please note that if you select hours and minutes, the calculation might take several minutes. In the graphical presentation the x-axis (horizontal axis) represents the time axis. You control the time axis with the settings made under Resolution of time axis. The system automatically controls the presentation of the y-axis (vertical axis). The evaluated data is presented on this axis. Depending on the resolution, the system labels the scale of the x-axis or divides the axis. If the resolution of the x-axis is set to 24 hours, for example, it is not possible to label the axis. If your reporting includes a long survey period, e.g. one year, and you select too small a resolution of the x-axis, e.g. days, your results might be of little significance. 316 Supervision: Reporting module User Manual CIE 3.3 User Interface

317 Export file Specifies an export file. If you do not specify an export file, then the name of the macro file with an added number is used whenever a macro is used. Name of export file with date and time You can set that the export file is added with date and time. The following format is used for the export file. Name_YYYY-MM-DD_hh-mm.Extension Example: Test_ _07-06.xls Excel macro You can specify a macro file and a macro name for an Excel macro. Table display You can configure the following settings for the table display. Option Explanation Broken down into: Agent The table is broken down by agents. This means that the table shows all reporting counters for Agent X first and then all counters for Agent Y, and so forth. Broken down into: Time Technical total Logical total Output medium The table is broken down into dates. The table shows the counters chronologically. The technical total adds all results of a counter. Please note that for conversation/ established call counters, conversations exceeding the calculation period are not filtered. The individual values are added for the mathematic calculation. If a conversation continued for two calculation periods, this conversation counts for both calculation periods. The total of conversations is 2. In contrast to the technical total, the logical total refers to the survey period. The total of conversations would be 1. You must specify the output medium for automatic reporting. You can select one or more formats for the output medium. You can choose from the following formats. Excel CSV PDF RTF The host name of your computer is entered automatically for Scheduler. If you click the This PC button, the host name of your computer will also be entered. User Manual CIE 3.3 User Interface Supervision: Reporting module 317

318 Additionally send as an You can send automatic report as . An contains the automatic statistics as attachments. To: Enter the address. Subject: Specifies a subject. If you do not enter a subject, then the statistic name is used. Configure the SMTP server in the module configuration. 318 Supervision: Reporting module User Manual CIE 3.3 User Interface

319 Tab: Counters A list shows the available counters and the current counters. You can add or delete counters in the list of current counters. Available counters The list of available counters shows the reporting counters in two tabs. The Telephony tab shows the reporting counters for the Telephony task type. The tab shows the reporting counters for the task type. The reporting counters are arranged according to topic to ensure a clearer layout. Icon Explanation Additional reporting counters are available under the topic. Expands the tree structure. Collapses the tree structure. View You can choose whether the names or abbreviations of the reporting counters are displayed. A pound sign (#) in front of the name of a counter means that the counter is broken down into topics. An asterisk (*) in front of the name of a counter means that the counter is broken down into agent groups. Please note: You cannot use reporting counters per topic (#) or per agent group (*) for graphical presentation. Description Each counter consists of an abbreviation, a name, and an explanation. In the explanation, you will find an exact description of the reporting counter and the counting method it uses. Where can you get additional information on counters? You can consult the Reporting counters addendum for an overview of all reporting counters. This document is available in PDF format. Tab: Reporting type (agent example) A list shows the available elements (agent, agent group, dialer, line, skill combination, system, team, telephone, topic, PBX, IVR). A list shows the current (assigned) elements. You can add or remove an element in the list of current elements. If you have selected Agent as the reporting type, you can add or remove either agents or agent groups. User Manual CIE 3.3 User Interface Supervision: Reporting module 319

320 Generating reports The following topics explain the procedure you must use to create reporting. Generating new reports Proceed as follows to generate new reports. 1. In Reporting File View, click New report. or Right-click in the Reporting files area. A pop-up menu opens. Select New File (public). Reporting is displayed in the list. 2. Enter a name for the reporting. Editing reports Proceed as follows to edit reporting. 1. Select the reporting in the Reporting files area. 2. Click Edit or select Edit in the pop-up menu. The Inspector view is displayed. The Basic data dialog opens. 3. Configure the basic data. Configuring basic data Basic data are useful if you would like to use several tables in a report which contain identical values in the basic data. This means you won't have to configure these values in each table individually, since the table elements will be pre-populated with the basic data. Settings tab 1. The Basic data dialog is open. The Settings tab is displayed. You cannot change the name in the basic data. 2. You can select whether the reporting is for private or public use. 3. Select a Reporting type. 4. You can select a priority between 1 and Supervision: Reporting module User Manual CIE 3.3 User Interface

321 Period tab 1. The Basic data dialog is open. Click on the Period tab. 2. To enter a time period, click the desired start date. Click the required end date. A gray ellipse indicates the selected date. You can change the month with the arrow keys. 3. To limit the days of the week, click the relevant day. The day of the week will be displayed in dark gray and with diagonal red lines.i.e., it will not be used for reporting. Example: 4. You can limit the times. Double-click an available field under Start to set the date you want to start recording. Use the arrow button next to the field. Under Stop, enter the time you want to stop recording. Use the arrow button next to the field to change the time. The period cannot exceed 24 hours. 5. To enter additional times, double-click the next available row under Start. The end time from the previous row is automatically entered as the time. You can use the arrow button to change the time. If there are not enough rows, click +New Entry to insert a new row. The sum of the entered times must not exceed 24 hours. For how you also use automatic statistics, see: Example for automatic statistics. Output tab 1. The Basic data dialog is open. Click the Output tab. 2. Define the resolution of the time axis, e.g., the entire time frame. 3. You can output the reporting to a file. 4. For the table display, select a breakdown, such as Agent or Time. 5. You can select the technical and logical totals. Click OK to confirm the basic data. User Manual CIE 3.3 User Interface Supervision: Reporting module 321

322 Inserting and editing labeling elements The labeling elements basic data, logo, label, and a dividing line are added in example reporting. Inserting and editing basic data 1. You insert basic data in the reporting using a drag-and-drop operation. 2. Right-click the basic data to change the display and presentation. A pop-up menu opens. Select Settings. 3. You can select which information is displayed and how this information is presented. Inserting and editing a logo 1. You insert a logo in the reporting using a drag-and-drop operation. 2. The Text configuration dialog appears. You can select a graphic in JPG, PNG, BMP, or GIF format. 3. You can create a link to the logo on the General tab. You can then toggle to the specified realtime information or to another file in the reporting. Inserting and editing a label 1. You insert a label in the reporting using a drag-and-drop operation. 2. Right-click the label to change the presentation. A pop-up menu opens. Select Settings. 3. You can change the font and the presentation. 4. Enter the label directly in the field. Inserting and editing a dividing line 1. You insert a dividing line in the reporting using a drag-and-drop operation. 2. You can move the dividing line up or down. 3. Right-click the dividing line to change the presentation. A pop-up menu opens. Select Settings. 4. You can change the line type and line width. 322 Supervision: Reporting module User Manual CIE 3.3 User Interface

323 Inserting and editing a Table element Proceed as follows to insert a Table element. 1. You insert a Table element in the reporting using a drag-and-drop operation. The Properties dialog opens. 2. Enter the reporting type on the Settings tab. You can select a priority. 3. Go to the Period tab. Enter the start and end times in the Period tab. If necessary, you can limit the day and time. 4. Go to the Output tab. For the Resolution of time axis, you can accept the Total period default setting or you can customize the resolution. 5. Go to the Counters tab. To add counters, select the counters and click Add. 6. Go to the tab for the selected reporting type, e.g., Agent. To add an agent, for example, select the agent and click Add. 7. Click OK to verify the settings. Editing properties 1. Right-click the table to edit the properties of a table. A pop-up menu opens. Select Settings. 2. You can change the settings, the time period, the output, the counters, and the reporting type. 3. Click OK to verify the settings. User Manual CIE 3.3 User Interface Supervision: Reporting module 323

324 Inserting and editing a Pie chart element Proceed as follows to insert a Pie chart element. 1. You insert a Pie chart or 3D pie chart element in the reporting using a drag-and-drop operation. The Properties dialog opens. 2. Enter the reporting type on the Settings tab. You can select a priority. 3. Go to the Period tab. Enter the start and end times in the Period tab. If necessary, you can limit the day and time. 4. Go to the Counters tab. To add counters, select the counters and click Add. 5. Go to the tab for the selected reporting type, e.g., Agent. To add an agent, for example, select the agent and click Add. 6. Click OK to verify the settings. Editing properties 1. Right-click the dividing line to edit the properties of a pie chart. A popup menu opens. Select Settings. 2. You can change the settings, the time period, the counters, and the reporting type. 3. Click OK to verify the settings. 324 Supervision: Reporting module User Manual CIE 3.3 User Interface

325 Inserting and editing a Line graph element Proceed as follows to insert a Line graph element. 1. You insert a Line graph element in the reporting using a drag-and-drop operation. The Properties dialog opens. 2. Enter the reporting type on the Settings tab. You can select a priority. 3. Go to the Period tab. Enter the start and end times in the Period tab. If necessary, you can limit the day and time. 4. Go to the Output tab. For the Resolution of time axis, you can accept the Total period default setting or you can customize the resolution. 5. Go to the Counters tab. To add counters, select the counters and click Add. 6. Go to the tab for the selected reporting type, e.g., Agent. To add an agent, for example, select the agent and click Add. 7. Click OK to verify the settings. Editing properties 1. Right-click the dividing line to edit the properties of a line graph. A pop-up menu opens. Select Settings. 2. You can change the settings, the time period, the output, the counters, and the reporting type. 3. Click OK to verify the settings. User Manual CIE 3.3 User Interface Supervision: Reporting module 325

326 Inserting and editing a Bar chart element Proceed as follows to insert a Bar chart element. 1. You insert a Bar chart element in the reporting using a drag-and-drop operation. The Properties dialog opens. 2. Enter the reporting type on the Settings tab. You can select a priority. 3. Go to the Period tab. Enter the start and end times in the Period tab. If necessary, you can limit the day and time. 4. Go to the Output tab. For the Resolution of time axis, you can accept the Total period default setting or you can customize the resolution. 5. Go to the Counters tab. To add counters, select the counters and click Add. 6. Go to the tab for the selected reporting type, e.g., Agent. To add an agent, for example, select the agent and click Add. 7. Click OK to verify the settings. Editing properties 1. Right-click the dividing line to edit the properties of a bar chart. A popup menu opens. Select Settings. 2. You can change the settings, the time period, the output, the counters, and the reporting type. 3. Click OK to save your settings. Changing the position of an element You can change the position of an element as required. To change the position of an element, follow these steps. 1. Click the element and hold down the mouse button. The pointer shows a rectangle. A red dotted frame is displayed for the element. 2. Drag the element to the required position. 3. Release the mouse button. 326 Supervision: Reporting module User Manual CIE 3.3 User Interface

327 Changing the size of an element You can customize the size of some elements. Tables and dividing lines always cover the full width. To change the size of an element, follow these steps. 1. Click an element. A red dotted frame is displayed for the element. The corners are highlighted. 2. Click a corner. You can change the size of the element horizontally, vertically or in both directions depending on the position on the corner. The pointer is displayed as an arrow indicating the possible direction. 3. Once you have dragged the element to the required size, release the mouse button. Deleting an element Proceed as follows to delete an element from reporting. 1. Right-click an element to delete it from reporting. A pop-up menu opens. 2. Select Delete. The Are you sure you want to delete the selected element? dialog appears. 3. Select Yes. The element is deleted. User Manual CIE 3.3 User Interface Supervision: Reporting module 327

328 Editing folders and reports You can rename and delete folders and reporting and change their assignment (private or public). You can duplicate reporting. You can refresh the view of folders and reporting. Renaming Proceed as follows to rename reporting or a folder. 1. Right-click the name of the folder or the reporting. A pop-up menu opens. 2. Select Rename. 3. You can edit the name directly. Duplicating You can generate reporting to be used by default. For example, you can show the same basic data and logo for all reporting. Proceed as follows to duplicate reporting. 1. Right-click the reporting. A pop-up menu opens. 2. Select Duplicate. 3. This generates reporting with the previous name plus a number (2). (For example: reporting (2)) 4. You can edit the name directly. Deleting Note When you delete a folder, you are also deleting all of the reporting contained in the folder. Deleting Proceed as follows to delete reporting or a folder. 1. Right-click the folder or reporting. A pop-up menu opens. 2. Select Delete. 3. You are prompted. 4. Click Yes to delete the folder or reporting. The reporting or folder will be deleted. 328 Supervision: Reporting module User Manual CIE 3.3 User Interface

329 Refreshing views When several users are working on the same reporting, it is helpful to refresh the views. Changes made by other users will be updated in your view. Proceed as follows to refresh the view. 1. Right-click the Folder or Reporting area. A pop-up menu opens. 2. Select Refresh. The view of the folder or reporting will be refreshed. Changing assignment (private, public) When you change the assignment (private, public) of a folder, you can specify whether you would like to apply this assignment to the respective reporting, as well. View option The following icons indicate whether the folders or reporting are public or private. Icon Explanation Shows a public folder. Shows a private folder. Shows public reporting. Shows private reporting. Changing the assignment of reporting Proceed as follows to change the assignment of reporting. 1. Right-click the reporting. A pop-up menu opens. 2. Select Private. The assignment will be changed based on the previous status (private or public). The reporting icon changes. Changing the assignment of a folder Proceed as follows to change the assignment of a folder. 1. Right-click the reporting folder. A pop-up menu opens. 2. Select Private. You are prompted to change the assignment for the reporting and subfolders, as well. 3. Click Yes to change all assignments. 4. The assignment will be changed based on the previous status (private or public). The folder icon changes. User Manual CIE 3.3 User Interface Supervision: Reporting module 329

330 Generating and viewing reports You have generated reporting and would like to view it. Limitation The number of displays is restricted to ensure that the output is manageable. A warning message is displayed to this effect. Reduce the reporting parameters (period, reporting counters, objects). Generating reports Reporting that was recorded in the past is generated automatically. Proceed as follows to generate reporting that has not yet finished being recorded or has not yet begun to be recorded. 1. Select Generate in the pop-up menu. 2. A green icon in the list of files indicates that a report is generated. Other functions can not be used. Generating reports in the workspace You can generate a new report in the working area. Prerequisites To create a report in the workspace, note the following requirements. The statistics generator must work. You have to be logged on as service. Generating 1. Click in the workspace Generate. 2. The report is regenerated. Viewing reports as a full screen If the reporting is extensive, you can display it as a full screen in order to display more data on the screen. Proceed as follows: 1. Generate the reporting. 2. Click Full screen. The reporting will be displayed as a full screen. 3. Click Full screen again to return to the normal view. 330 Supervision: Reporting module User Manual CIE 3.3 User Interface

331 Generating automatic reports Automatic reporting is calculated at the time specified by you, with the specified cycle and type of output. If an evaluation of the reporting can be expected to take some time because many parameters have to be taken into account (large number of counters, extensive period), define the reporting as automatic reporting and have it calculated during your time off. Prerequisite The requirement for automatic reporting is that the Reporting Scheduler process has been started on your computer or another computer in the network. Generating automatic reports Proceed as follows to generate automatic reporting. 1. Follow the normal procedure to create reporting with the relevant settings and desired elements. 2. Click the Period tab in the basic data. 3. Select Automatic reporting. 4. Enter a date. 5. Go to the Output tab. 6. Enter a name under Export file. 7. Select the required formats under Output medium and under Scheduler and enter the name of the computer on which the Reporting Scheduler process is running. 8. Click OK to save your settings. The reporting will be generated automatically at the specified time. Automatic reporting is located in C:\Documents and Settings\All Users\Application Data\reporting data User Manual CIE 3.3 User Interface Supervision: Reporting module 331

332 Example for Automatic Statistics The following example shows an application for automatic statistics. Every hour statistics are generated that display the values of the last hour. Use the Time Period tab in the basic data to configure the times when and in which cycle automatic statistics are to be generated. The following figure shows the settings: The settings are as follows: Start time: End time: Cycle: Limitations: 7:00 AM 8:00 AM 1:00 hour 7:00 AM to 12:00 PM 1:00 PM to 6:30 PM 332 Supervision: Reporting module User Manual CIE 3.3 User Interface