Nmonitoring QUEUES USER GUIDE

Transcription

1 Nmonitoring QUEUES USER GUIDE Nmonitoring is a third-party application and some component parts are not available to NFON such as Performance Monitoring, Payroll, parts of system configuration, some elements of Agent view, Call recording, etc. There are different levels of access (Agent, Supervisor, Admin), and within each level there is a degree of customisation to allow or prevent what the User can access or see. The object of this User Guide is to demonstrate how to access Queue and Agent call information and statistics, create reports and to schedule reports. Fig 1 Home page CAN be made up different menus and sub-menus depending upon what Admin rights and Security levels have been awarded. Agent Report First select which Queue from drop-down at top, and then select which Report from drop-down at top. Filtered for: select which agent from drop-down or a hyphen selects all agents. Select which pre-programmed time-period option to instantly produce a report. The report will look like this: As the report selected is ALL REPORTS The HOME tab will take you back to the screen above (Fig. 1). The other tabs are described below: The tabs reflect the screens and reports sequentially as below:

2 ALL REPORTS >> Answered: The Answered Calls tab is a screen made up of 14 individual reports: All Calls (OK01); Calls fully within the given time interval (OK02); Agents on Queue (OK03); Service Level Agreement (OK04); Disconnection causes (OK05); Transfers (OK06); Answered Calls by Queue (OK07); Answered Calls by Direction (OK08); Answered Calls by Stints (OK09); Queue Position (OK10); IVR selection (OK11); DNIS used (OK12); Music-on-Hold by Agent (OK13); Required Skills on taken calls (OK15). ALL REPORTS >> Details of Answered Calls: The Ans. Dt. tab is a screen made up of one report: Queue Details (OD01). ALL REPORTS >> Unans The Unanswered Calls tab is a screen made up of the following 19 reports: All Calls (UN01); Calls fully within the given time interval (UN02); Disconnection causes (UN03); Unanswered calls by Queue (UN04); Unanswered outbound calls by agent (UN05); Unanswered calls distribution by length (UN06); Inclusive SLA (UN07); Unanswered calls by key press (UN08); Unanswered calls by stints (UN09); Enter Queue position (UN11); Enter Queue position for all calls (UN12); IVR selection (UN13); IVR selection for all calls (UN14); DNIS used (UN15); DNIS used for all calls (UN16); Call overview (UN17); Inclusive answered SLA (UN18); Required skills on lost calls (UN19); Required skills on all calls (UN20). ALL REPORTS >> Unans. Dt. The Details of Unanswered Calls is a screen tab made up the following 1 report: Details of Unanswered Calls (AC03). ALL REPORTS >> IVR The IVR Analysis screen is made up of the following 4 reports: IVR traversal (IV01); IVR timing (IV02); IVR goal report (IV03); IVR details (OD04). ALL REPORTS >> AREA The Area Code Analysis a screen made up of 4 reports: Area Code Report (AC01); Detail for Answered Calls (AC02); Detail for Unanswered Calls (AC03); Frequent Area Codes (AC04). ALL REPORTS >> ATT The Attempts tab is made up of the following 3 reports: Inbound ACD Call Attempts (AT01); ACD Attempts by Queue (AT02); ACD Attempts by terminal (AT03). ALL REPORTS >> DAY (Distribution) Call distribution by day consists of a screen made up with 9 reports: Answered Call distribution per day (DW01); Answered call wait time per day (DW02); Unanswered call wait time per day (DW03); Sales per Day (DW04); Schedule Adherence per day (DW05); Queue length per day (DW06); Inclusive SLA per day (DW07); Traffic Analysis by period per day (DW08); Detail Summary by day (DW10). ALL REPORTS >> HR (Distribution) Call distribution by HOUR consists of a screen made up with 9 reports: Answered Call Distribution per hour (DH01); Answered Call wait time per hour (DH02); Unanswered call wait time per hour (DH03); Sales per hour (DH04); Schedule adherence per hour (DH05); Queue length per hour (DH06); Inclusive SLA per hour (DH07); Traffic analysis by period per hour (DH08); Detail Summary by hour (DH10). ALL REPORTS >> DOW (Distribution) Call distribution by Day of Week consists of a screen made up with 9 reports: Answered call distribution per day of week (DW01); Answered call wait time by day of week (DW02); Unanswered call wait time per day of week (DW03); Sales by day of week (DW04); Schedule adherence per day of week (DW05); Queue length per day of week (DW06); Inclusive SLA per day of week (DW07); Traffic analysis by day of week (DW08); Detail Summary by day of week (DW10).

3 ALL REPORTS >> AGENTS This Agents & Sessions screen has 17 reports: Agent session detail (AD01); session & pause durations (AD02); Agent availability (AD03), Answered Calls (AD04); Answered calls by custom group (AD05); Answered calls by location (AD06); Answered calls by service group (AD07); Agent Occupancy Report AD09); Agent session time by hour (AD10); Agent Payable time by hour (AD11); Agent Billable time by hour (AD12); Agents by hour (AD15); Agents sessions view (AD13); Queue sessions view (AD14); Tag sessions view (AD16); Cumulated sessions by queue, tag (AD17); Agent performance by ACD group (AD08). ALL REPORTS >> AG.Dt. This screen details Agents Sessions and Pauses and has 2 reports: Detail of agent sessions (AD01); Detail of agent pauses (AD02). ALL REPORTS >> OUTCOMES: This screen on Outcomes has 7 individual reports: Outcomes (OU01); Call Results by Outcomes (OU02); Billable Activities (OU03); Non-Billable Activities (OU04); Detailed Agent report (OU05); Outcomes per Agent (OU06); Call Results by feature code (OU08). ALL REPORTS >> TAGS: Call Results, by tag (OU07) ALL REPORTS >> ALL This screen comprises all reports REAL TIME REPORT There are two options within this section: START REALTIME MONITORING: Firstly, select which Queue you want to real-time monitor You will get real-time information of the queue(s) chosen, calls being processed and Agents. This is a default view.

4 START WALLBOARD: Firstly, select which Queue you want the Wallboard to cover You view a customisable Wallboard Toggle between screens/ views Where you can see which Queue the Wallboard is running Publish the Wallboard to a URL Add Widgets Manage Views Wallboard Configuration Load a Wallboard Exit back to Home Screen See separate section on Wallboards QUICK ACTIVITY REPORTS First select which Queue from drop-down at top, and then select which Report from drop-down at top. Select which pre-programmed time-period option to instantly produce a report. The report will look like this:

5 In this instance, we have selected All queues and All Reports. ALL REPORTS >> ANSWERED CALLS This screen offers 14 different reports on ACTIVITY All Calls (OK01); Calls fully within the given time interval (OK02); Agents on Queue (OK03); Service Level Agreement (OK04); Disconnection causes (OK05); Transfers (OK06); Answered calls by Queue (OK07); Answered calls by direction (OK08); Answered calls by stints (OK09); Queue position (OK10); IVR Selection (UN13); DNIS used (UN15); Music on Hold by Agent (OK13); Required skills on taken calls (OK15). The tabs offered when having selected ALL REPORTS are the same tabs and reports offered as above on Agent Reports and will not be detailed again. If QUICK REPORTS were selected (not All Reports) the view would be divided by tabs into Stats, Calls and All QUICK REPORTS >> Stats This screen offers 7 reports, comprising All Calls (answered); Agents on Queue; Service level agreement; All Calls (unanswered); Disconnection causes; Inbound ACD Call attempts (AT01); ACD attempts by terminal (AT03). QUICK REPORTS >> CALLS This screen offers 2 reports: Details of answered calls; Details of Unanswered Calls. QUICK REPORTS >> ALL This screen offers 7 reports the same as the Stats tab.

6 CUSTOM REPORTS Allows you to select which Queue, which report, which time period, which Agent, which Group of Agents, select variables and run reports or save the custom report parameters. WALLBOARDS

7 Agents and Queues: An editable area where you can create, edit, save and make public. Make public Add widgets or wallboard content (drag & drop) Manage and edit view Edit, Name and select public or private Open an existing or create a new Escape and return to Home Page Make Public: When this icon is selected, the wall board information is copied into a URL format and needs pasting to a clipboard/ notepad. Then, edit Users > Robot and change password i.e On the clipboard within the URL, replace the *** with this new password. This is then the public URL for this particular Wallboard. Add Widgets: Widgets available are: Various: Clock, Text Block Items: Offered Calls, Longest Wait, Lost Calls, Answered Calls Circular Panels: N Waiting Calls, Lost Calls, N Answered Calls, N Offered Calls, N Longest Wait, N Agents on Call, Lost %, Answered %, Agents Ready, SLA level %. Tables: Live Agents, Live Calls, Live Queues Charts: Bar Graph - SLA Composite Items: Live Agent Info, Live Queue Info, Av. Queue Info. Widgets are generally drag & drop within the wallboard. In the top right corner of each widget there is an edit button offering highlight/ colour options, and in top left corner of widget there is a delete option. SETTINGS: REPORTS: To run and/or schedule a report you need to create

8 Firstly, CREATE by selecting to create a folder giving it a report name and sub-title or description. In the above screenshot you will see 4 reports, the top containing 14 screens, the SERVICE DESK containing 3 screens. If you had looked at Agent Reports or Quick Activity Reports at the beginning of this User Guide, you will have seen that each report is made up of a screen containing one or more reports. You may not wish to have ALL reports within a screen, and just get some individual reports you want. The screens show highlighted individual reports with a report code. Having access to the report code may help you configure the final metrics reporting you want. TO CREATE A REPORT, RUN AND SCHEDULE A REPORT: (Example) WHAT (the Report), HOW (Report Export jobs) and WHEN (Scheduled jobs) Let s create a report called CUSTOMER SERVICE with a description Customer Services Press CREATE and enter Title and Subtitle (as below) and press SAVE and then BACK You will see you have created a folder called CUSTOMER SERVICES. If I want to edit these details, select the edit button, edit and save again.

9 Now left click the report called CUSTOMER SERVICES to Create a SCREEN (page of reports) within the CUSTOMER SERVICES folder. This screen will be called GROUP SERVICES, as we want to have a report on the individuals in that Department Now SAVE and BACK to see my saved GROUP SERVICES SCREEN I now have a report FOLDER (CUSTOMER SERVICES) and a SCREEN (GROUP SERVICES) and now I can allocate what reports I want. Left click the Screen Title GROUP SERVICES to create the reports I want

10 The first report for GROUP SERVICES is Answered All Calls (or OK01) Give report a Title and Subtitle and select report from dropdown and SAVE. So far, we have created a report folder CUSTOMER SERVICES, with a screen calls GROUP SERVICES and a report called All Calls Answered. I will add two more reports to this screen All Calls Unanswered and Performance by Agent

11 WHAT (the Report), HOW (Report Export jobs) and WHEN (Scheduled jobs) We have now created the WHAT (the report). Now the HOW. Return to HOME Page and select Report Export Jobs This selects the HOW. Create a new Report Export Job and give it a title Select Period Select Queue Select Report Select Format (PDF, XLS, CSV) address SAVE and BACK. You can now run your report Or/and it will be ed to recipient(s) addresses.

12 WHAT (the Report), HOW (Report Export jobs) and WHEN (Scheduled jobs) Return to HOME PAGE and select Scheduled Jobs Select: Name of Report from dropdown Add description When (if cyclic) Every (choose time) When (if once a day) Every (choose time) This is how often Queuemetrics looks at when it should run the report. Select Day of week Or Day of Month And SAVE The report will be run when scheduled And sent in the format and to whom as Stipulated in the report export job. WHAT (the Report), HOW (Report Export jobs) and WHEN (Scheduled jobs)

13 USERS: Users are users of Nmonitoring and can be differentiated between: AGENTS (Queue members) SUPERVISORS ADMIN. There are other types of User that have been created by the system which should not be deleted or altered. AGENT: The above screenshot reflects the standard Agent access to Nmonitoring and can limit access to only the metrics that concerns that Agent. Permissions may be granted or revoked with functionality through the edit function of ADMIN access. This is done through User Keys by an ADMIN User.

14 SUPERVISOR: More access as standard to a Supervisor who needs to have reporting on Agents/Queues ADMIN: This screenshot shows what is available to this ADMIN User. Functionality can be added or removed. To make sure that the NFON PBX and Nmonitoring is up-to-date and synchronised, Please access the Configuration Synchroniser and next, next, next, and OK until it confirms that Nmonitoring is up-to-date with the NFON PBX.