NetAssist Software Installation, Administration, and Reports Guide. Version 1

Transcription

1 NetAssist Software Installation, Administration, and Reports Guide Version 1 Issue December 1999

2 Copyright 1999 Lucent Technologies. All Rights Reserved. This material is protected by the copyright and trade secret laws of the United States and other countries. It may not be reproduced, distributed, or altered in any fashion by any entity (either internal or external to Lucent Technologies), except in accordance with applicable agreements, contracts or licensing, without the express written consent of the Customer Training and Information Products organization and the business management owner of the material. For permission to reproduce or distribute, please contact: Product Development Manager LTINFO6 Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change. Mandatory Customer Information European Union declaration of conformity Lucent Technologies Business Communications Systems declares that the equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC. The CE mark affixed to the equipment means that it conforms to the above Directives. Security Statement Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company s employees, agents, subcontractors, or persons working on your company s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use. Trademarks NetAssist is a trademark of Lucent Technologies. Sun and Java Sun Microsystems, Inc. Microsoft, Access, Windows, Windows 95, Windows 98, Windows NT, and NetMeeting is a registered trademark of Microsoft, Inc. UNIX is a registered trademark of X/Open Company Limited Netscape Navigator is a trademark of Netscape Communications Corp. Pentium is a registered trademark of Intel Corporation Ordering Information The NetAssist Software Installation, Administration, and Reports Guide is provided on the NetAssist CD-ROM only. Support Telephone Numbers Technical Support Telephone Number Lucent Technologies provides a telephone number for you to use to report problems or to ask questions about your call center. The support telephone number for customers in the U.S.A. and Canada is For technical support, customers outside the United States should call their Lucent Technologies Representative or Distributor. Information Product Support Telephone Number Call the Lucent Technologies National Customer Care Center. Lucent Technologies

3 Lucent technologies fraud intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at This document was prepared by the Global Learning Solutions organization, Lucent Technologies, Denver, Colorado, U.S.A. Lucent Technologies

4 Contents About this information product Reason for reissue Safety labels Intended audience Conventions used x x x xi. 1 About NetAssist Overview 1-1 What is NetAssist? 1-2 Benefits of NetAssist 1-3 NetAssist capacities 1-4 NetAssist features 1-5 What do you need to make NetAssist work? 1-9 How does NetAssist work? 1-11 Where can I get assistance? 1-14 Issue, December 1999 Lucent Technologies CONTENTS v

5 . 2 Install NetAssist Software Overview 2-1 Install the NetAssist system Overview 2-2 Install Microsoft SQL-Server Configure ODBC databases 2-7 Install JRE 2-9 Install JRun 2-10 Install the NetAssist software 2-11 Install the swingall.jar file on each agent PC 2-12 Install Adobe Acrobat Reader 2-13 Operate NetAssist using sample Web pages Overview 2-14 Set up NetAssist sample Web pages 2-15 Start NetAssist 2-16 Uninstall NetAssist Overview 2-18 Uninstall NetAssist NetAssist administration Overview 3-1 Secure your administration Web pages 3-2 CONTENTS vi Lucent Technologies Issue, December 1999

6 Administration prerequisites 3-3 Administer NetAssist parameters 3-6 Administer agents and skills Prepare your Web pages for NetAssist Overview 4-1 Integrating your Web pages with NetAssist 4-2 Customize the caller applet (Chat window) NetAssist reports Overview 5-1 Introduction to NetAssist reports 5-3 NetAssist report inputs 5-6 Result categories for NetAssist reports 5-7 Create a reporting group 5-10 Create a NetAssist report 5-11 Agent Daily Report 5-12 Agent Summary Report 5-15 Agent Skill Interval Report 5-18 Skill Interval Report 5-21 Abandoned Sessions Skill Report 5-24 Overflowed Sessions Skill Report 5-27 URL Interval Report 5-30 Issue, December 1999 Lucent Technologies CONTENTS vii

7 Real Time Information 5-33 NetAssist database items Monitor and maintain NetAssist Overview 6-1 Internet Call Manager (ICM) Control Window 6-2 Event Handler Control Window 6-5 Default Agent Router Servlet Control Window 6-8 Back up your NetAssist database files 6-11 Archive your NetAssist data GL Glossary GL-1. IN Index IN-1 CONTENTS viii Lucent Technologies Issue, December 1999

8 About this information product... Purpose This guide provides help for the following: Installing the NetAssist software Administering the NetAssist software Integrating your existing Web pages into the NetAssist system Generating and viewing NetAssist reports Available documentation formats The NetAssist Installation, Administration, and Reports Guide is provided to you in a PDF format so that you can print the document as well as view it online. You will need the Adobe Acrobat Reader application (provided on the NetAssist CD-ROM) to print this guide. Contents of this document The NetAssist Installation and Administration Guide is organized into the following sections: Organization About NetAssist Introduces and briefly describes NetAssist. The information in the About NetAssist section includes descriptions of components, features, requirements, and how NetAssist works. Issue, December 1999 Lucent Technologies ix

9 Version 1 About this information product Organization Install software Describes, at a high-level, the procedures for installing and uninstalling NetAssist software. This section also provides instructions on how to run the NetAssist application using the sample Web pages. Administration Informs you of the administration required so that you can use all of NetAssist features and functions. Prepare your Web page for NetAssist Contains information on how to prepare and integrate your existing Web pages with the NetAssist system. NetAssist Reports Contains information on how to generate and view NetAssist reports. In addition, this section provides you with the database items and the calculations used to generate NetAssist reports. This information can be useful if you choose to create your own reports. Monitor and Maintain NetAssist Covers basic monitoring and maintenance information for NetAssist. Glossary Provides a list of terms and definitions that relate to the NetAssist system. Reason for reissue Safety labels Intended audience This is the first release of NetAssist. NetAssist does not require the use of safety labels. This guide is intended for anyone installing, configuring, or administering NetAssist. It should also be helpful for Webmasters, firewall administrators, and supervisors. This guide can also be used by Lucent Technologies personnel in Technical Service Centers and Sales. x Lucent Technologies Issue, December 1999

10 Version 1 About this information product Conventions used This guide uses the following terminology to describe the roles and responsibilities in NetAssist: Convention Customer End user/caller Caller Call Chat session Session <information> Click and double click Description The customer is interchangeable with end user/caller or caller. It includes anyone who accesses your Web site and uses the NetAssist system to get help from an agent. A call is interchangeable with a chat session, or session. A call means that a customer has accessed NetAssist and wishes to either chat, send , or speak to an agent by phone or over the Internet. Refers to information that you are requested to provide. For example, to access the administration Web pages, enter the following: icmadmin In this case, you are being asked to enter the actual NetAssist server name or IP address. Whenever you are asked to click or double-click the mouse button, click the left, or primary button, unless the right, or secondary button, is specified. Issue, December 1999 Lucent Technologies xi

11 1 About NetAssist Overview Purpose Audience NetAssist is a Web-based software application that enables you to communicate with your customers using the Internet. Communication can be through chat sessions, , and voice. This section is intended for anyone interested in an overview of NetAssist to include its features and elements. Issue, December 1999 Lucent Technologies 1-1

12 About NetAssist What is NetAssist? Introduction NetAssist is a Web-based software application that enables you and your customers to communicate by way of the Internet. And, because NetAssist is Web-based, you can provide customer care from anywhere on the Internet through a standard Web browser. This section discusses the following topics regarding the NetAssist software: Benefits of NetAssist [1-3] NetAssist capacities [1-4] NetAssist features [1-5] 1-2 Lucent Technologies Issue, December 1999

13 About NetAssist Benefits of NetAssist Overview NetAssist is ideal for companies that have a strong Web presence with agents serving Web customers. Some of the benefits you can realize by using the NetAssist software are: Additional interface (Internet) for doing business Enhanced communication between Web sites and customers Real-time customer care to Web sites A software only solution (a switch is not needed) Issue, December 1999 Lucent Technologies 1-3

14 About NetAssist NetAssist capacities About NetAssist licensing The NetAssist system supports up to 250 agents and 1000 chat sessions (callers) simultaneously on a single NetAssist server. NetAssist uses a by-agent licensing agreement. You can order licenses to accommodate the following number of agents: 25 agents 100 agents 250 agents All agent licenses support up to four simultaneous chat sessions per agent. A license file generated by Lucent s Multimedia Applications Customer Support (MACS) group provides you with the capacity you ordered. 1-4 Lucent Technologies Issue, December 1999

15 About NetAssist NetAssist features Introduction Agent and caller interactions NetAssist provides many significant functional features. The information in this section describes each of these features. What is covered The following features are described: Agent and caller interactions [1-5] Agent preferences [1-7] Real-time statistics display [1-7] Reports [1-7] Multiple sessions per agent [1-7] Session routing [1-7] Customize the caller interface [1-7] Digitally-signed applets [1-7] HTTP Tunneling [1-8] NetAssist facilitates caller/agent interaction by providing the following agent and caller interaction methods: Text chat upon caller/agent connection, NetAssist enables the agent and the caller to type and send text messages to each other s desktops by means of the Chat windows. Voice over Internet Protocol (VoIP) a caller has the option to begin conversing with the agent through voice over the Internet. Voice over IP is accomplished by using the Microsoft NetMeeting application. If a second phone line is used to establish voice over IP, then text chat and caller/agent collaboration functions are still available from the original chat session. Public Switched Telephony Network (PSTN) Callback a caller has the option to begin conversing with the agent through a regular telephone line. If a second phone line is used to establish a PSTN Callback, then text chat and caller/agent collaboration functions are still available from the original chat session. Issue, December 1999 Lucent Technologies 1-5

16 NetAssist features About NetAssist Direct Agent Dialing allows a caller to specify that his/her chat session be directed to a specific agent. There are many instances where a caller may want to chat with a specific agent. One such instance may be for a caller to continue communicating with the same agent concerning an ongoing problem. To use the Direct Agent Dialing feature, a caller must know the ID of the agent. On the Call Us Web page, the caller enters the agent s ID and the chat session is directed to the agent associated with the ID. For information on how to implement the Direct Agent Dialing feature, see Chapter 4, Prepare your Web pages for NetAssist. after a caller has initiated a chat session to an agent, the caller has the option to send to the agent. Agent/caller collaboration NetAssist provides the following types of agent/caller collaboration tools to improve communications between the agent and the caller: - Synchronized Browsing with synchronized browsing, the agent and caller browse the Web with each other. In other words, the agent and caller browsers are synchronized. Whoever moves their browser first, takes the other along to that location. In addition, the agent can choose to browse the Web alone; synchronization is turned off. When the browsers are not synchronized, the agent and the caller can still share Web pages by manually (through the Send Site button) sending a Web page URL. - Collaborative Form Filling the Collaborative Form Filling feature allows an agent and caller to interactively complete HTML forms. Conference a chat session an agent can conference the caller with a supervisor or other agents. Up to six conferees can be added to the session. All parties connected to the conferenced session would see each other s text chat messages. Transfer a chat session an agent can transfer the caller to another agent or to a supervisor. Put a chat session on hold an agent can put the session on hold. 1-6 Lucent Technologies Issue, December 1999

17 NetAssist features About NetAssist Agent preferences Real-time statistics display Reports Multiple sessions per agent Session routing Customize the caller interface Digitally-signed applets Agents can select the following preferences for their NetAssist sessions: Audible Alerts ON/OFF Auto Answer ON/OFF Time Stamp ON/OFF NetAssist enables a supervisor to view real-time statistics from the Web. NetAssist provides you with the following standard historical reports that are accessible from the Web: Agent Daily Report Agent Summary Report Skill Interval Report Agent Skill Interval Report Abandoned Sessions Skill Report Overflowed Sessions Skill Report URL Interval Report Real Time Information Report The Microsoft SQL-Server database provides an ODBC interface thus providing you with the ability to create your own reports using a different reporting mechanism. Agents can conduct up to four chat sessions at one time. The amount of simultaneous chat sessions allowed per agent is set by the system administrator. The NetAssist Agent Router provides a skills-based default routing engine. See How does NetAssist route chat sessions? for more information about how NetAssistdirects a chat session to the appropriate agent. You can change the appearance of the caller interface by changing graphic elements. Netscape Navigator 4.0 and greater supports a security model that allows digitally-signed scripts and applets to request privileges. Agents using Netscape Navigator 4.x will be asked to grant privileges before Issue, December 1999 Lucent Technologies 1-7

18 NetAssist features About NetAssist restricted operations will be permitted. For example, when the NetAssist applet is downloaded to the agent s browser, the script will make a request to the agent to grant certain privileges such as reading data from a browser (needed for Collaborative Form Filling) and clipboard access (needed for the Cut, Copy, and Paste functions). HTTP Tunneling The NetAssist software provides HTTP Tunneling to allow callers behind a firewall to contact your NetAssist-enabled facility. This extends the reach of your facility by allowing business-to-business interactions to occur between corporate firewalls regardless of locations or number. 1-8 Lucent Technologies Issue, December 1999

19 About NetAssist What do you need to make NetAssist work? Overview Hardware and software for the NetAssist server This section covers information about the hardware and software requirements for the following NetAssist components: NetAssist server Agent client Caller client The NetAssist server requires the following hardware: 400 MHz Pentium-based PC 128 MB of RAM CD-ROM drive Network Interface Card (NIC) The NetAssist server requires the following software: Microsoft Windows NT 4.0 Server with SP4 or higher Microsoft SQL-Server 7.0 Microsoft Internet Information Services (IIS) 4.0 JRun from Allaire. Hardware and software for the agent client The agent client requires the following hardware: 133 MHz Pentium-based PC A minimum async dialup connection of 28.8Kbps VGA display with a Color Palette of at least 256 colors The agent client requires the following software: Installed JDK 1.2 swing set. You can download the JDK 1.2 swing set from Microsoft Windows NT 4.0 Workstation, Windows 95, or Windows 98 Issue, December 1999 Lucent Technologies 1-9

20 What do you need to make NetAssist work? About NetAssist Microsoft Internet Explorer 4.0 or later (unless you have a multi-domain environment in which case use need Microsoft Internet Explorer 5.0) or Netscape Navigator 4.06 or later ( Java and JavaScript enabled). NOTE: Netscape Navigator 4.6 will not operate correctly with the NetAssist software due to a documented bug in its LiveConnect implementation. Netscape Navigator 4.61 corrected this problem and can be used with the NetAssist software. Microsoft NetMeeting 2.0 or later installed and configured and multimedia components (a sound card, headset or speakers, and a microphone) for voice over IP. Hardware and software for the caller client The caller s PC must have a VGA display with a Color Palette of at least 256 colors. The software required on the caller s PC is as follows: Microsoft Windows NT 4.0 Workstation, Windows 95, or Windows 98 Microsoft Internet Explorer 3.2 or later or Netscape Navigator 3.0 or later ( Java and JavaScript enabled) If the caller wishes to communicate using Internet Telephony, then the caller must have Microsoft NetMeeting 2.0 or later installed and configured and multimedia components (a sound card, headset or speakers, and a microphone) Lucent Technologies Issue, December 1999

21 About NetAssist How does NetAssist work? Typical scenario for a NetAssist session 1 Agent login in a typical NetAssist facility, agents log in to the system by way of a Web page, using a Java-enabled Web browser on a desktop. From the NetAssist login Web page, the agent inputs login information (for example, Agent ID, Password, and Name). The system validates the login information and launches a Java-based Chat window on the agent s desktop to complete the login process and, later, to provide an interface for agent/caller interaction methods such as text chat and agent/caller collaboration such as HTML form filling. After the agent logs in, NetAssist makes an association between the agent s ID, the Web browser, and the agent Chat window. Upon login, the agent is automatically placed in the auxiliary (AUX) work state. In the AUX work state, the agent is logged in to NetAssist but is not available to receive calls. 2 Agent is ready to begin work when the agent is ready to begin connecting to chat sessions, the agent must change the work state from AUX to Ready for Work. The agent changes the work state from AUX to Ready for Work by selecting the Ready for Work menu item. 3 Caller initiates a session with agent a typical session starts with a person surfing the Web who discovers a need to contact an agent and selects a Talk to Agent button on the Web page. Selecting the Talk to Agent button submits the request to the Web server and the NetAssist caller startup script begins to process the request. Issue, December 1999 Lucent Technologies 1-11

22 How does NetAssist work? About NetAssist The following information describes what happens on the caller side depending on the status of the NetAssist-enabled facility: 1. If the NetAssist-enabled facility is closed and the OFF Hours URL parameter is administered, then a Web page is sent to the caller indicating that the NetAssist-enabled facility is closed. In this case, the caller Chat window is never downloaded to the caller. 2. If the NetAssist-enabled facility is open but no agents are available, then a Chat window is downloaded to the caller and a status message appears informing the caller that an agent will be with them shortly. 3. If the NetAssist-enabled facility is open and an agent is available, then the caller Chat window is downloaded to the caller and the caller and agent are connected. The following information describes what happens on the agent side: 1. When an agent becomes available, NetAssist directs the chat session to that agent. The agent either manually answers the chat session (if the agent is in the Manual Answer mode) or the NetAssist automatically answers the chat session for the agent (if the agent is in the Auto Answer mode). 2. If administration for the agent is set for Manual Answer, then the agent receives a visual and audible indication (if administered to do so) that a session is waiting for him/her. The agent answers the session by selecting the Answer button on the agent Chat window. 3. If administration for the agent is set for Auto Answer, then the agent receives a visual and audible indication (if administered to do so) that a chat session has been directed to him/her. After a preset amount of time, NetAssist automatically answers the chat session for the agent. 4 Interaction between the agent and the caller begins after the chat session is connected, the caller and agent communicate through text chat and agent/caller collaboration using their respective Chat windows. If the caller requests an Internet telephony call (voice over IP), the agent and caller talk to each other using a headset or microphone and speakers connected to the desktop and continue to send chat messages 1-12 Lucent Technologies Issue, December 1999

23 How does NetAssist work? About NetAssist and to share Web pages providing that they keep the NetAssist chat session open. With the regular telephone line Callback option, both the agent and the caller are able to talk through regular telephone lines. If the callback is on a different line than the NetAssist chat session, then the agent and caller can continue to send text chat messages and share Web pages providing that they keep the NetAssist chat session open. 5 End the chat session both the agent and the caller have the capability to end the chat session. Issue, December 1999 Lucent Technologies 1-13

24 About NetAssist Where can I get assistance? Offer assistance The Helpline number for all Lucent Technologies products is Call this number for help with NetAssist. Be prepared to identify the offer you are calling about (for example, the NetAssist software) and to describe the problem. When you receive your trouble ticket number, write it down so you can use it to expedite any future calls on the same subject. Helpline services, except for consultative services, are available to customers using a product covered by warranty or a valid maintenance contract, during the hours specified in the contract. If you do not have such a warranty or contract, you can still use Helpline services for the appropriate time-and-materials charges Lucent Technologies Issue, December 1999

25 2 Install NetAssist Software Overview Purpose Audience Prerequisites The purpose of this information is to describe the following: Install the NetAssist software [2-11] Operate NetAssist using sample Web pages [2-14] Uninstall NetAssist [2-18] This information is intended for installers, system administrators, or any other persons involved in installing software for the NetAssist application. This includes Lucent Technologies Technical Support Organizations. Do the following before you begin the installation: Download the JRun software purchase and download the JRun servlet engine from Allaire. You can find the Allaire Web site at: Ensure that you have the required hardware and software needed to install and run NetAssist. See What do you need to make NetAssist work? [1-9] for hardware and software prerequisites. Issue, December 1999 Lucent Technologies 2-1

26 Install NetAssist Software Install the NetAssist system Overview Purpose Installing the NetAssist system involves installation and configuration procedures. When installing software for the NetAssist system, follow the order presented below: Install Microsoft Corp. Microsoft SQL-Server 7.0 [2-3] Configure ODBC databases [2-7] Install JRE [2-9] Install JRun [2-10] Install the NetAssist software [2-11] Install the swingall.jar file on each agent PC [2-12] Install Adobe Acrobat Reader [2-13] In addition to the installation procedures that follow, you should read the readme.txt file that is delivered with the NetAssist software. The readme.txt file includes late-breaking changes to and news about the software. The readme.txt is located in the top folder of the NetAssist installation CD-ROM and is installed in the \itg directory on the NetAssist server. Also, Chapter 4, Prepare your Web pages for NetAssist provides useful information on preparing and customizing your Web pages for use with the NetAssist software. 2-2 Lucent Technologies Issue, December 1999

27 Install the NetAssist system Install NetAssist Software Install Microsoft SQL-Server 7.0 Before you begin Install instructions The Microsoft SQL-Server 7.0 software needs to be installed only if you want to run NetAssist reports. If you want to run NetAssist reports, then the Microsoft SQL-Server 7.0 software must be installed on an NT server that has NT Service Pack 4.0. To install the Microsoft SQL-Server 7.0 software, do the following: 1 Insert the Microsoft SQL-Server 7.0 CD-ROM. Result: SQL Server installation automatically begins and you are presented with the SQL Server 7.0 window. If the installation does not automatically begin, select the Autorun.exe file from the SQL Server folder. 2 From the SQL Server 7.0 window, select Install SQL Server 7.0 Components. Result: The Install SQL Server 7.0 Components window appears. 3 From the Install SQL Server 7.0 Components window, select Database Server - Standard Edition. Result: The Select Install Method dialog box appears. 4 From the Select Install Method dialog box, check the Local Install - Install to Local Machine option, and then select the Next> button. Result: The License Information dialog box appears. 5 From the License Information dialog box, select the Next> button. Issue, December 1999 Lucent Technologies 2-3

28 Install the NetAssist system Install Microsoft SQL-Server 7.0 Install NetAssist Software Result: The User Information dialog box appears. 6 From the User Information dialog box, enter your name and company (optional), and then select the Next> button. Result: The Setup dialog box appears. 7 From the Setup dialog box, enter your CD Key. Result: The Setup Type dialog box appears with your Product ID number, select OK. 8 From the Setup Type dialog box, select the Typical option. Result: The Services Accounts dialog box appears. 9 From the Services Accounts dialog box, select the Use the same account for each service. Auto start SQL Server Service. option. Select the Next> button. Result: The Start Copying Files dialog box appears. 10 Select the Next> button. Result: The Choose Licensing Mode dialog box appears. 11 From the Choose Licensing Mode dialog box, accept the default selections, add the number of licenses you purchased, and then select the Conintue button. Result: The installation completes. 2-4 Lucent Technologies Issue, December 1999

29 Install the NetAssist system Install Microsoft SQL-Server 7.0 Install NetAssist Software 12 Reboot the server. 13 Verify that the server is started by doing the following: From the Start Menu, select Programs->Microsoft SQL Server 7.0->Enterprise Manager. Expand the SQL Server Group, and then locate and expand your SQL Server machine name. See the following diagram for an example: If the server is started, you will see a green arrow to the left of the server name. Important! In step 14, you will be creating a database. You need to create one database for NetAssist. Follow this step to create your NetAssist database. Issue, December 1999 Lucent Technologies 2-5

30 Install the NetAssist system Install Microsoft SQL-Server 7.0 Install NetAssist Software 14 To create a database, do the following: From the Start Menu, select Programs->Microsoft SQL Server 7.0->Enterprise Manager. Expand the SQL Server Group, and then locate and expand your SQL Server machine name. Right click on the Databases folder, and then select the New Databases item. The Database Properties dialog box appears. From the General tab, enter the name of the new database you want to create in the Name text box, and then enter other pertinent information (for example, database location). 15 To add a user, do the following: Expand the Database and click on the New Login icon in the toolbar. Enter the name of the database administrator. Select SQL authentication. Enter a password. From the Server Roles tab, grant the user System Administration privileges. From the Database Access tab, grant the user event database privileges, with public checked. E ND OF S TEPS Lucent Technologies Issue, December 1999

31 Install the NetAssist system Install NetAssist Software Configure ODBC databases Important! The following procedures on how to configure ODBC databases assume that you will install NetAssist on the same server as Microsoft SQL. Instructions to configure ODBC databases To configure the ODBC databases, do the following: 1 From the Start Menu, select Settings->Control Panel. 2 Double-click on the ODBC Data Sources icon. Result: The ODBC Data Source Administrator dialog box appears. 3 From the ODBC Data Source Administrator dialog box, select the System DSN tab, and then select the Add button. Result: The Create New Data Source dialog box appears. 4 From the Create New Data Source dialog box, select the driver for SQL Server, and then select the Finish button. Result: The Create a New Data Source to SQL Server dialog box appears. 5 Enter a name (this should match the database name created earlier) in the Name text box. 6 Enter a description in the Description text box. 7 Enter local in the Server text box if Microsoft SQL Server and NetAssist are on the same server. Issue, December 1999 Lucent Technologies 2-7

32 Install the NetAssist system Configure ODBC databases Install NetAssist Software 8 Select the Next> button. 9 Select the SQL Server authentication using a login ID and password entered by the user option. 10 Enter the login ID (created earlier) in the login ID text box and the password (created earlier) in the Password text box. 11 Select the Next> button. 12 Select the Change the default database to check box, and then select the correct database name from the drop-down list box. 13 Select the Perform translation for character data check box, select the Next> button, and then select the Finish button. 14 Select the Test Data Source option and look for the message Test Completed Successfully. 15 Select OK and then select the next OK. E ND OF S TEPS Lucent Technologies Issue, December 1999

33 Install the NetAssist system Install NetAssist Software Install JRE Install instructions To install the JRE software, do the following: 1 Insert the NetAssist CD-ROM into your CD-ROM drive 2 Double-click on the jre1_1_8-win-i.exe file. 3 The Setup program prompts you through the installation process. Follow the instructions on the screen. E ND OF S TEPS... Issue, December 1999 Lucent Technologies 2-9

34 Install the NetAssist system Install NetAssist Software Install JRun Before you begin Install instructions The information contained in the install instructions describes only those procedures that require you to input information or make choices. To install the JRun software, do the following: 1 Stop the IIS Web service. 2 Run the JRun install program. 3 The Setup program prompts you through the installation process. Follow the instructions on the screen. You will need to select the following options: Destination location select the default location. (This will make the NetAssist installation easier because the NetAssist setup uses the same default location.) Select a Java Developer Kit when prompted to select a Java Developer Kit ( Select a Java Developer Kit (or JRE) 1.1 or higher), select the location for JRE (typically c:\program Files\JavaSoft\JRE\1.1) Configure software in this step, you are configuring JRun to work with the Web server. For the majority of questions asked during the configuration, you will select the defaults. The following are exceptions to selecting defaults: - Select connector to install click on IIS/PWS 3.0/4.0 - IIS Scripts directory browse to, and then select the InetPubs/scripts where IIS is installed. - Ensure that the JRun global filter is selected. - Select Finish do not perform another configuration. 4 Reboot you can reboot the system at this point or you can reboot your system after you have installed the NetAssist software. E ND OF S TEPS Lucent Technologies Issue, December 1999

35 Install the NetAssist system Install NetAssist Software Install the NetAssist software Install NetAssist for the first time To install NetAssist for the first time, do the following: 1 Insert the NetAssist CD-ROM into your CD-ROM drive. 2 From the NetAssist folder, select setup.exe. The Setup program prompts you through the installation process. Follow the instructions on the screen. 3 When you are prompted to configure JRun, select Yes. 4 Install the license.dat file on the server in which you are installing NetAssist. 5 Reboot the NetAssist server. Result: The Event Handler Control Window and the Default Agent Router Servlet Control Window appears automatically. The ICM is a service that is started automatically. To display the Internet Call Manager (ICM) Control Window, do the following: From the Start Menu, select Lucent NetAssist(TM) Software->Lucent Internet Call Manager. E ND OF S TEPS... Issue, December 1999 Lucent Technologies 2-11

36 Install the NetAssist system Install NetAssist Software Install the swingall.jar file on each agent PC Download and install the swingall.jar file To download and then install the swingall.jar file on each agent PC, do the following: 1 From your browser, enter the following URL: 2 Select the Download link under the JFC1.1 with Swing heading. 3 In the Please choose a format drop-down list box, select ZIP file, and then click on the continue button. 4 Click on the ACCEPT button. 5 Select the HTTP download button and then save the file on the agent s PC. 6 When the file is finished downloading, open the swing103.zip file using WinZip or a compatible program. 7 Extract the swingall.jar file from the list of files in the swing103.zip file. Extract the swingall.jar file to your browser s Java Classes directory. For example, if you are using Netscape Navigator, you would place the swingall.jar in the following folder: \Program Files\Netscape\Communicator\Program\Java\Classes If you are using Microsoft Internet Explorer, you would place the swingall.jar in the following folder: \Winnt\Java\Classes If you are using Microsoft Internet Explorer, then you will have to extract the files in the swingall.jar file by doing the following: Change the swingall.jar file to swingall.zip. Unzip the swingall.zip file. E ND OF S TEPS Lucent Technologies Issue, December 1999

37 Install the NetAssist system Install NetAssist Software Install Adobe Acrobat Reader Overview Install Adobe Acrobat Reader 3.0 NetAssist uses Adobe Acrobat Reader 3.0 or higher to print the NetAssist Agent User Guide and the NetAssist Software Installation, Administration, and Reports Guide. You can install a copy of Adobe Acrobat Reader 3.0 from the NetAssist CD-ROM. To install Adobe Acrobat Reader 3.0, do the following: 1 Insert the NetAssist CD-ROM. 2 Navigate to the root directory of the NetAssist CD-ROM. 3 Double-click on the installacrobatreader3.02.exe file. 4 Follow the installation instructions. E ND OF S TEPS... Issue, December 1999 Lucent Technologies 2-13

38 Install NetAssist Software Operate NetAssist using sample Web pages Overview Purpose What is covered in this section The purpose of this information is to explain how to operate NetAssist using the sample Web pages provided. By operating NetAssist, you will gain an understanding of how the application works. With an understanding of how NetAssist works, you will be better prepared to customize and administer NetAssist to benefit your specific needs. NetAssist is delivered with a sample Web site called Naxos. We have used the sample Naxos Web site pages to demonstrate how NetAssist can work. In this section, you will use the Naxos Web pages to learn how NetAssist is integrated into a company s Web site. Once you become familiar with these examples, you can change the parameters and references to work in your own company s site. This section describes what you need to do to run NetAssist using the sample Web pages. The following tasks are covered: Set up NetAssist sample Web pages [2-15] Start NetAssist [2-16] 2-14 Lucent Technologies Issue, December 1999

39 Operate NetAssist using sample Web pages Install NetAssist Software Set up NetAssist sample Web pages Overview To use the NetAssist sample Web pages, you must first administer at least one agent and one skill. Administer one agent and skill to use the sample Web pages 1 Enter the following URL to access the NetAssist Administration Web pages: 2 See Chapter 3, NetAssist administration, for information on how to administer agents and skills. E ND OF S TEPS... Issue, December 1999 Lucent Technologies 2-15

40 Operate NetAssist using sample Web pages Install NetAssist Software Start NetAssist Before you begin Start NetAssist Ensure the following before you start the NetAssist sample Web pages: The swingall.jar file is installed on the agent PC from which you are starting NetAssist. At least one agent and one skill are administered and that the skill is assigned to the agent. To start the NetAssist sample Web pages, do the following: 1 In your browser location field, enter the following URL: Result: A NetAssist home page appears with links to the Agent and Caller sample pages. 2 Click on the Agent Login link. Result: The sample Agent Login page appears. 3 Log on as the administered agent. Once you are logged on to NetAssist, select the Ready for Work menu item from the File menu. For more information about Agent log on, see the NetAssist Software Agent User s Guide. Result: You are ready to connect to a session. For details on working with NetAssist, see the NetAssist Software Agent User s Guide. 4 From your PC or another PC, open another browser window and open the Naxos Web page ( Click on the Naxos Online link. Result: The sample Caller page appears Lucent Technologies Issue, December 1999

41 Operate NetAssist using sample Web pages Start NetAssist Install NetAssist Software 5 Select the Talk to Agent link located on the top of the caller Web page. Result: The Talk to Agent Web page appears. 6 In the Skill field on the Talk to Agent Web page, enter the skill number that you administered earlier, and then click on the Talk to Agent link. 7 On the Agent Login page, select the Answer button when you receive an incoming session. Result: Once you answer the session call, you can begin communicating through text chat. E ND OF S TEPS... Issue, December 1999 Lucent Technologies 2-17

42 Install NetAssist Software Uninstall NetAssist Overview Purpose You can easily uninstall NetAssist using the Microsoft Windows Add/Remove Program wizard. Uninstall removes NetAssist files, program folders, and registry entries created by the installer. The uninstaller will not remove application files that are registered as shared files, the database, or any administration. This section explains how to perform a NetAssist Uninstall Lucent Technologies Issue, December 1999

43 Uninstall NetAssist Install NetAssist Software Uninstall NetAssist Before you begin Procedure Before you uninstall NetAssist, you must stop the Lucent Internet Call Manager service and the JRun service by doing the following: 1. From the Control Panel, select Services. 2. Click on the Lucent Internet Call Manager service, and then click on Stop. 3. Click on the JRun service, and then click on Stop. To uninstall NetAssist, do the following: 1 From the Control Panel, select Add/Remove Programs. 2 Select Lucent NetAssist program (default name), and then select the Add/Remove... button. 3 You may be asked if you want to remove shared files. Say Yes to all. E ND OF S TEPS... Issue, December 1999 Lucent Technologies 2-19

44 3 NetAssist administration Overview Purpose Audience Contents The purpose of this section is to inform you of the administration required for NetAssist. After you have installed all necessary components, you must administer your NetAssist software so that you can use all of its features and functions. In addition to administering NetAssist, you must also prepare your Web pages for integration into your NetAssist system. For information about integrating your Web pages with NetAssist, see Chapter 4, Prepare your Web pages for NetAssist. This section is intended for system administrators, support personnel, and anyone who wants information about administering NetAssist. The following information is contained in this section: Secure your administration Web pages [3-2] Administration prerequisites [3-3] Where do I administernetassist? Characteristics of the administration Web pages [3-5] Administer NetAssist parameters [3-6] Administer agents and skills [3-16] Issue, December 1999 Lucent Technologies 3-1

45 NetAssist administration Secure your administration Web pages What needs to be secured? You can restrict access to the administration Web pages to only authenticated clients. By using authentication, only those clients having a valid user name and password are permitted to access the administration Web pages. If you want to restrict access to the NetAssist administration Web pages, you must ensure the following: All NetAssist directories must be installed on an NT File System (NTFS). The <drive>:\itg\icmadmin directory on the NetAssist server is password protected The IIS software must be configured to handle authentication. The following are two methods of authentication: - Basic (Clear Text). This method of authentication sends the client s Windows NT user name and password over the networks unencrypted. - Windows NT Challenge/Response. This method of authentication protects the password thus providing for a secure login over the network. However, this method of authentication is supported only by Microsoft Internet Explorer 2.0 or greater. Once you have ensured the above, you can add users and allocate permissions on the NetAssist server. 3-2 Lucent Technologies Issue, December 1999

46 NetAssist administration Administration prerequisites What are the administration prerequisites? Before you begin administration for NetAssist, ensure the following: The ICM must be running on the NetAssist server. A Web browser must be available for administrative access. The IP addresses for the NetAssist server must be known. Where do I administer NetAssist? You administer NetAssist through a main administration Web page. The administration Web page may be protected (see Secure your administration Web pages [3-2]), requiring a login ID and password. If the administration Web page is protected and you do not know your login ID or password, contact your system administrator. To access the main administration page, enter the administration Web page location in the browser window as follows: The main administration Web page appears. Issue, December 1999 Lucent Technologies 3-3

47 Administration prerequisites NetAssist administration Illustration The following is the Lucent CentreVu Internet Solutions System Administration Menu. The illustration above shows the following available administration categories: Administer NetAssist Software Parameters (see Administer NetAssist parameters [3-6] for more information) Administer Agent/Skills Routing (see Administer agents and skills [3-16] for more information) Each category links to another page for administration and is described in the following sections. Click on the text link of a category to begin the administration. 3-4 Lucent Technologies Issue, December 1999

48 Administration prerequisites NetAssist administration Characteristics of the administration Web pages The NetAssist administration Web pages have the following characteristics: All administration Web pages provide Help information. To access help information about a particular field, click on the underlined field description. To access general Help for each administration Web page, click on the Help button. A separate browser window contains help information so that you can view the help content while you are administering NetAssist. Ability to edit parameter values. You can edit fields by doing the following: 1. Highlight the portion of the field you want to change. 2. Enter the new information. 3. Select the Save button to store the new values. NetAssist administration does not require you to stop and start services for administration changes to take effect. Each Web page provides a Save button. When selected, the Save button activates the new administration changes made on the Web page. Issue, December 1999 Lucent Technologies 3-5

49 NetAssist administration Administer NetAssist parameters Overview The NetAssist Parameter Administration Web page allows administration of the following types of system parameters: URLs for Web pages that you want to appear when specific events occur Enable or disable agent functions (for example, enable or disable conferencing) Text for hold messages Text for shortcuts Hours of operation Time to respond alarm and warning number of seconds before an agent will receive these alarms or warnings Miscellaneous parameters such as Audible Alerts, Display Agent Image, and so forth. 3-6 Lucent Technologies Issue, December 1999

50 Administer NetAssist parameters NetAssist administration Illustration An illustration of the NetAssist Parameter Administration Web page follows: Parameter description for the NetAssist Parameter Administration Web page For more information about a specific NetAssist system parameter, click on the parameter s blue-underlined text in the Description column. Issue, December 1999 Lucent Technologies 3-7

51 Administer NetAssist parameters NetAssist administration The following parameters can be administered on the NetAssist Parameter Administration Web page: Parameter Call Answered (Agent) URL PSTN Callback URL (Agent) Agent Help URL Incoming Call Queued URL Agent Chat Handle Description This field contains the URL of the Web page that appears in the agent s browser when the agent receives an incoming chat session. The Web page appears in the Pops frame of the NetAssist interface. This field contains the URL of the Web page that appears on the agent s browser when a caller requests a PSTN callback. The Web page appears in the Pops frame of the NetAssist interface. This field contains the URL of the Help Web page that appears on the agent s browser when the agent selects the Help menu item from the Chat window. The Help Web page appears in a new browser window separate from the NetAssist interface. This field contains the URL of the page NetAssist displays to the caller when the caller is placed in queue waiting for the next available agent. The Web page appears in a separate browser window on the caller s desktop. If you do not want your callers to see Web pops, then do not administer this parameter. This field contains the default name of the chat handle. The chat handle proceeds the agent text transcript (For example, AGENT: How may I help you?). NetAssist uses the agent chat handle if you select No in the Display Agent Name? parameter. NetAssist also uses the agent chat handle if you select Yes in the Display Agent Name? parameter but the agent does not provide a name when logging on to the system. See the Display Agent Name parameter. 3-8 Lucent Technologies Issue, December 1999

52 Administer NetAssist parameters NetAssist administration Parameter Audible Alert Location to Address Enable Shortcut? Default Shortcut Description Default Shortcut Shortcut # Description Description This field contains the path to the directory where you want to store the audible alert files providing you want to move these files from the default location ( //<NetAssist_server_ name>/itg/stair9/agent/sounds and //<NetAssist_server_name>/itg/stair9/caller/ sounds). Audible alerts are sounds that play on the agent s and caller s PC when a specific event occurs. Beneath the directory specified by this parameter, there must be caller and agent subdirectories and each of these subdirectories must contain a sounds directory. For example: //<NetAssist_server_name>/itg/ customsounds/caller/sounds and //<NetAssist_server_name>/itg/customsounds/ agent/sounds This field contains the address to which the caller s will be sent. If this field is not administered, the button on the caller s Chat window will be disabled. This field allows you to enable or disable the Shortcut feature. When you enable (set to Yes) the Shortcut feature, you are making Shortcuts available to the agent. This field contains a brief description of the corresponding default shortcut NetAssist uses when an agent connects to a new chat session. This field contains a pre-composed text chat message that appears in the agent s text entry area when NetAssist connects the agent to a new chat session. Each shortcut description field contains the name of the shortcut. The agent sees a list of shortcut descriptions (or names). The Shortcut drop-down list in the Chat window contains each shortcut description (or name) administered. Issue, December 1999 Lucent Technologies 3-9

53 Administer NetAssist parameters NetAssist administration Parameter Shortcut # Default Nbr Sessions Default Max. Calls per skills Auto Answer? Auto In/Manual In Default Description Each shortcut field contains a pre-composed text chat message. A shortcut is a mechanism that allows agents to send frequently used text chat messages to a caller without having to type the text chat message in the text entry area. The text message of the shortcut appears in the text entry area of the agent s Chat window when he/she selects the shortcut name. This field contains the default number of simultaneous sessions that an agent can have. NetAssist uses the value set in the Default Nbr Sessions field if the Nbr Session field in the Agent Administration Web page does not specify a value. Four is the maximum number of simultaneous chat sessions allowed per agent. This field contains the default number of simultaneous sessions that can be queued to a skill. When you enter a value in this parameter, NetAssist populates the Max. Calls/Skill field in the Skill Administration Web page with the value. You can overwrite the value in the Max. Calls/Skill field. This field places the agent in the Auto Answer mode. When an agent is in the Auto Answer mode, NetAssist automatically answers incoming chat sessions for the agent; the agent does not have to manually click on the Answer button. This field allows you to set whether the agent is automatically placed in the Ready for Work state or the After Chat Work (ACW) state after the agent selects the End Chat button. Selecting Auto In will place the agent in the Ready for Work state and selecting Manual In will place the agent in the ACW state Lucent Technologies Issue, December 1999

54 Administer NetAssist parameters NetAssist administration Parameter Manual Answer Timeout Enable Hold? Enable Conference? Enable Send Site for Agent? Enable Send Site for Caller? Enable Auto Sync for Agent? Description This field contains a specified amount of seconds that the router will wait before placing a chat session back into the queue. When the agent is in the Manual Answer mode and does not answer a chat session within the amount of seconds specified, the router places the chat session back into the queue. The number of seconds for the Manual Answer Timeout must be between 0 and 60. This field allows you to enable or disable the Hold feature. When you enable (set to Yes) the Hold feature, the agent can put chat sessions on hold. This field allows you to enable or disable the Conference feature. When you enable (set to Yes) the Conference feature, the agent can conference other agents or supervisors on a chat session. This field allows you to enable or disable the Send Site feature for the agent. When you enable (set to Yes) the Send Site feature, you are providing agents with the ability to send Web pages to a caller by selecting the Send Site button. This field allows you to enable or disable the Send Site feature for the caller. When you enable (set to Yes) the Send Site feature, you are providing callers with the ability to send Web pages to an agent by selecting the Send Site button. This field allows you to enable or disable the Auto Sync feature. When you enable Auto Sync (set to Yes), you are allowing agents to turn the Auto Sync feature on and off depending on their particular needs. Issue, December 1999 Lucent Technologies 3-11

55 Administer NetAssist parameters NetAssist administration Parameter Auto Sync On? On Hold Message On Hold Respond Message Off Hold Message Display Agent Image? Display Agent Name? Description This field indicates whether the Auto Sync feature is available. If you select Yes, then the Auto Sync feature is available. If you select No, then the Auto Sync feature is not available. The field overrides the Enable Auto Sync for Agent? field. This field contains the message that the caller sees when the agent puts the chat session on hold. This field contains the message that the caller sees when the caller sends a text chat message to the agent while the agent/caller chat session is on hold. This field contains the message that the caller sees when the agent takes the agent/caller chat session out of the hold state. This field allows you to specify whether the agent image displays on the caller Chat window. You can specify a unique image for each agent through the Image Location parameter on the Agent Administration Web page. Both the Display Agent Image? and the Image Location must be set to display the agent image on the caller s Chat window. This field allows you to specify whether the agent s name displays on the caller Chat window. If you select Yes, then the agent s name (that you entered in Agent Administration) precedes each text chat message sent to the caller. If you select No, then the agent s chat handle is displayed. See the Agent Chat Handle parameter Lucent Technologies Issue, December 1999

56 Administer NetAssist parameters NetAssist administration Parameter Default Agent Image Send Caller To Initial Page? TTR Warning Level TTR Alarm Level Description This field contains the path to a default image. NetAssist uses the value set in the Default Agent Image field if the Image Location field in the Agent Administration Web page does not specify a value. For example, you may want your default image to be your company s logo and not a unique agent image. This field determines whether the initial Contact Agent Web page appears on the caller s browser when the router connects the caller to an agent. For example, a caller may be surfing the Internet while waiting connection to the agent. Once the router connects the caller to the agent, the NetAssist downloads the Initial Contact Agent Web page to the caller s browser. This field contains the number of seconds before an agent will receive a time to respond warning alert. For example, if there is an expected amount of time in which you want your agents to answer chat sessions, then you could use this field to inform your agents that the expected amount of time is approaching. The time to respond alarm is a yellow clock icon near the Active status. If an agent receives a TTR warning, NetAssist makes an entry in the ICM log. This field contains the number of seconds before an agent will receive a time to respond alarm alert. This field is much like the TTR Warning Level field; however, it has more urgency. NetAssist sends an alarm message to the agent stating that the expected time in which to respond to the caller s text chat message is approaching. The time to respond alarm is a red clock icon near the Active status. If an agent receives a TTR alarm, NetAssist makes an entry in the ICM log. Issue, December 1999 Lucent Technologies 3-13

57 Administer NetAssist parameters NetAssist administration Parameter Session Incoming Alerting Warning Time Session Incoming Alerting Alert Time Virtual Conference Password Open Time (hh:mm) Close Time (hh:mm) Description This field contains the number of seconds that is used to determine if an incoming chat session is answered within the specified amount of time. When NetAssist presents an Incoming chat session to an agent, NetAssist starts a clock. If the maximum amount of time in which an agent should answer an incoming chat session is approaching, NetAssist sends a time to answer warning to the agent. The time to answer warning is a grey exclamation point near the Incoming status. If an agent receives a warning, NetAssist makes an entry in the ICM log. This field contains the number of seconds that is used to determine if an incoming chat session is answered within the specified amount of time. This field is much like the Session Incoming Alerting Warning Time field; however, it has more urgency. When NetAssist presents an Incoming chat session to an agent, NetAssist starts a clock. If the maximum amount of time in which an agent should answer an incoming chat session is approaching, NetAssist sends a time to answer alert to the agent. The time to answer alert is a red exclamation point near the Incoming status. If an agent receives an alert, NetAssist makes an entry in the ICM log. This field contains the privileged password which allows presenters to set up a Virtual Conference. This is an encrypted field. For detailed information about Virtual Conference, see the HTML documentation provided on the NetAssist CD-ROM ( Docs\Virtual Conference). This field contains the time your facility opens for business. This field contains the time your facility closes Lucent Technologies Issue, December 1999

58 Administer NetAssist parameters NetAssist administration Parameter Off Hours URL License Limit URL Is the ICM server using SSL? Description This field contains the URL that the caller sees when attempting to talk to an agent during off hours. The Web page appears in a separate browser window on the caller s desktop. If you do not want your callers to see Web pops, then do not administer this parameter. This field contains the URL of the Web page that NetAssist displays to the caller if the chat session attempt exceeds the number of available licenses. This field identifies if the NetAssist server is using SSL. Issue, December 1999 Lucent Technologies 3-15

59 NetAssist administration Administer agents and skills Overview You must create agents and skills so that NetAssist can route chat sessions to appropriate agents. The vdn_ext parameter, with a value of an administered skill, must be in each of your caller Web pages so that NetAssist can route the call session to the appropriate agent. See Chapter 4, Prepare your Web pages for NetAssist for more details. All agent and skill administration begins from the Lucent Agent/Skill System Administration Menu. Administering agents and skills involves the following tasks: Adding agents click on the Administer Agents link to add agents. Adding skills click on the Administer Skills link to add skills. Mapping agents to skills click on the Administer Skills for Agents link to map agents and skills Lucent Technologies Issue, December 1999

60 Administer agents and skills NetAssist administration Illustration of the Lucent Agent/Skill System Administration Menu An illustration of the Lucent Agent/Skill System Administration Menu Web page follows: Issue, December 1999 Lucent Technologies 3-17

61 Administer agents and skills NetAssist administration How does NetAssist route chat sessions? The NetAssist Agent Router provides a skills-based default routing engine. The routing engine directs a chat session to the appropriate agent based on the following criteria: Routing based on skill chat session goes to an available agent in the required skill. Routing based on the least number of active chat sessions chat session goes to an available agent in the required skill having the least number of active chat sessions. Routing based on queue chat session goes to next available agent with the required skill. Routing based on overflow queue chat session goes to the next available agent in an overflow skill. Administer agents Important! You must administer at least one agent and that agent must be mapped to a skill before you can use the NetAssist system and all of its functions. The NetAssist Agent Administration Web page allows you to do the following to the agent routing database: Add agents to add an agent, use the Add Agents frame. When you have finished entering parameter values for the agents you are adding, click on the Save button. Change agent parameter values to change an agent s parameter values, use the Change or Delete Agents frame. When you have finished changing parameter values for agents, click on the Save button. Remove agents to remove agents from the NetAssist system, use the Change or Delete Agents frame. Click the Yes option in the Delete? parameter for the agents that you want to remove, and then click on the Save button Lucent Technologies Issue, December 1999

62 Administer agents and skills NetAssist administration Illustration of the NetAssist Software Agent Administration Web page An illustration of the NetAssist Software Agent Administration Web page follows: Parameter descriptions for the NetAssist Software Agent Administration Web page Important! You can add or change agent administration whether the agent is logged on or off of the NetAssist system; however, changes to an existing agent take effect upon the agent s next logon. The Nbr Session parameter is the only exception to this rule. A change to the Nbr Session parameter takes affect immediately. Issue, December 1999 Lucent Technologies 3-19

63 Administer agents and skills NetAssist administration The following parameters can be administered for agents: Parameter Delete? Agent ID (Required) Agent Name (Required) Agent Password (Required) Nbr Sessions Supervisor? Description This field allows you to delete an agent from the NetAssist system. When you select Yes, NetAssist deletes the agent ID from the system. This field contains the ID of the agent. The Agent ID can be up to 60 alphanumeric characters. The Agent ID must be unique. Example agent1 This field contains the Agent Name (associated with the agent ID). The Agent Name can be up to 60 alphanumeric characters. Example Joe Smith This field contains the password that allows the agent access to the NetAssist system. The Agent Password can be up to 15 alphanumeric characters. The Agent Password must be: A minimum of seven characters At least one alphabetic character At least one numeric character Example password1 This field contains the number of simultaneous sessions allowed for this agent. The maximum number of simultaneous sessions allowed for an agent is four. The default is the value set in the Default Nbr Sessions parameter in the NetAssist Parameter Administration Web page. This field informs the NetAssist system that the Agent ID is a supervisor. When an Agent ID with the Supervisor parameter checked logs on to the system, NetAssist provides that agent ID (supervisor) with access to all reports and the ability to generate reports for all agents. The default is unchecked Lucent Technologies Issue, December 1999

64 Administer agents and skills NetAssist administration Parameter Auto Answer? Auto Answer Ready Time Reports Allowed? Image Location Description This field places the agent in the Auto Answer mode. When an agent is in the Auto Answer mode, NetAssist automatically answers incoming chat sessions for the agent; the agent does not have to manually click on the Answer button. The default is unchecked. This field contains the number of seconds (0 99) before NetAssist will answer a chat session when the agent is in the Auto Answer mode. This field provides the agent with access to NetAssist agent reports. The default is unchecked (no access). This field provides the location of the agent image. If you provide a location of an agent image and you have selected Yes for the Display Agent Image? parameter in the NetAssist Software Parameter Administration Web page, then the agent s image appears on the caller s Chat window. Example D:\itg\images\Sally.gif Administer skills Skills are assigned to agents in NetAssist to provide the best possible responses to caller s questions. A skill is a talent or an ability of an agent. For example, if an agent has expertise in modems, that agent could be assigned a modem skill that has a numerical identifier, such as 50. If a customer requires information about modems, the system can route the chat session to the agent(s) with that skill. NetAssist accomplishes this by using the value for the vdn_ext parameter located in your customer Web page. Some planning should go into deciding what skills you need and what skills you will assign to your agents. Once you have decided this, you can create the skills and then assign them to your agents. Issue, December 1999 Lucent Technologies 3-21

65 Administer agents and skills NetAssist administration NetAssist Software Skill Administration allows you to do the following to the agent routing database: Add skills to add skills, use the Add Skills frame. When you have finished entering parameter values for the skills you are adding, click on the Save button. Change skill parameter values to change skill parameter values, use the Change or Delete Skills frame. When you have finished changing parameter values for skills, click on the Save button. Remove skills to remove skills from the NetAssist system, use the Change or Delete Skills frame. Click the Yes option in the Delete? parameter for the skills that you want to remove, and then click on the Save button Lucent Technologies Issue, December 1999

66 Administer agents and skills NetAssist administration Illustration of the NetAssist Software Skill Administration Web page An illustration of the NetAssist Software Skill Administration Web page follows: Issue, December 1999 Lucent Technologies 3-23

67 Administer agents and skills NetAssist administration How routing chat sessions works The default routing algorithm works as follows: 1. NetAssist receives a chat session with a skill of X. The skill is obtained from the vdn_ext parameter on the caller Web page. In this case, the vdn_ext parameter has a value of X. 2. NetAssist queries skill queue X to see if there are any available agents. ( NetAssist places agents in their skill queue when they become available to take chat sessions [Ready for Work].) 3. If there is a match, then NetAssist connects the caller and agent. 4. If there is no match, then NetAssist places the requested chat session in the queue. NetAssist then uses the values in the following skill parameters to determine how to route the queued chat session: Check Interval (secs) Overflow Interval (secs) Overflow Skill Id Overflow To Busy? 5. When the Check Interval value (number of seconds) is reached, NetAssist assesses the value of the Overflow Interval parameter (number of seconds) to see if the allotted number of seconds has been reached. 6. When the number of seconds in the Overflow Interval parameter reaches its maximum, NetAssist assesses the value of the Overflow Skill Id to see if there is an available agent in the overflow skill queue. 7. If there is an available agent in the overflow skill queue, then NetAssist connects the chat session to the agent in the overflow skill. 8. If there is not an available agent in the overflow skill queue, then NetAssist uses the Overflow To Busy parameter to determine the next course of action. 9. If the Overflow To Busy parameter is enabled (checked), then the caller receives the administered busy URL Web page. 10. If the Overflow To Busy parameter is disabled (not checked), then the chat session is placed back in the original skill queue to await the next available agent Lucent Technologies Issue, December 1999

68 Administer agents and skills NetAssist administration Parameter descriptions for the NetAssist Skill Administration Web page The following parameters can be administered for a skill. Parameter Delete? Skill ID (Required) Skill Desc (Required) Check Interval (secs) Overflow Skill ID Overflow Interval (secs) Overflow To Busy? Service Level Description This field allows you to delete a skill from the agent routing database. When you select Yes, NetAssist deletes the skill ID from the agent routing database. This field contains the ID for the skill. The Skill ID can be up to 15 alphanumeric characters. The Skill ID must be unique. For example, skill1. This field contains a description of the skill (associated with the Skill ID). The Skill Desc can be up to 60 alphanumeric characters. For example, PC technical support. This field contains the number of seconds before NetAssist will evaluate the Overflow Interval value. This field contains the skill ID that the chat session will be routed to if the original skill ID is too busy to handle the chat session. The Overflow Skill ID can be up to 15 alphanumeric characters and must be a valid skill. For example, This field contains the number of seconds before a chat session is routed to the Overflow Skill ID. This field contains the Overflow To Busy indicator. This determines whether an overflow condition can result in a busy signal. If enabled (checked), NetAssist informs the caller that no agents are available and to call back. If disabled (not checked), NetAssist informs the caller to continue waiting for the next available agent. This field contains the number of seconds for which you want your agent to answer the chat session. Issue, December 1999 Lucent Technologies 3-25

69 Administer agents and skills NetAssist administration Parameter Max calls/skills Description This field contains the maximum number of chat sessions that can be queued to a particular skill. Map agents to skills Once you have added agents and skills to the agent routing database, you must then assign skills to your agents. Assigning skills to agents along with inserting the vdn_ext parameter into your caller Web pages will ensure that the correct agent receives the chat session. You assign skills to your agents using the NetAssistSoftware Skills for Agents Administration Web page. Illustration of the NetAssist Software Skills for Agents Administration Web page An illustration of the NetAssist Software Skills for Agents Administration Web page follows: 3-26 Lucent Technologies Issue, December 1999

70 Administer agents and skills NetAssist administration Parameter descriptions for the NetAssist Software Skill for Agents Administration Web page A description of each parameter on the NetAssist Software Skills for Agents Administration Web page follows: Parameter Agent ID Skills Description The Agent ID column lists all the agents administered in the agent routing database. The Skills column lists all the skills administered in the agent routing database. The skills column provides a check box to the left of each skill. A check mark in a skill s check box indicates that the agent is mapped to that skill. An empty check box indicates that the agent is not mapped to that skill. Issue, December 1999 Lucent Technologies 3-27

71 4 Prepare your Web pages for NetAssist Overview Purpose Contents The purpose of this information is to provide details on developing a customized implementation of NetAssist. NetAssist is designed to be integrated into your company s Web site. Your implementation of NetAssist involves configuring how NetAssist works with your existing Web site and how the NetAssist user interfaces look. The Administration Web pages, described in the Administration chapter, provide the vehicle for some of this integration. However, to fully integrate NetAssist into your Web site, some changes to your Web pages are necessary. In addition, the development of new Web pages, cgi-bin scripts, and Application Program Interfaces (APIs) can enhance your use of NetAssist. This section contains the following information: Integrating your Web pages with NetAssist [4-2] Customize the caller applet (Chat window) [4-10] Issue, December 1999 Lucent Technologies 4-1

72 Prepare your Web pages for NetAssist Integrating your Web pages with NetAssist Overview Customize the Agent Login Web page Important! Knowledge of Hypertext Markup Language (HTML), JavaScript, and CGI script is necessary to fully integrate your Web site(s) with NetAssist. The main pages to develop are the Agent Login Page and the Caller Web pages. You may also want to customize and use Web pages which you administer through the NetAssist Parameter Administration page. See Chapter 3, NetAssist administration for details on these parameters. The NetAssist software provides sample Web pages called Naxos. NetAssist provides these sample Web pages to demonstrate how NetAssist works and also to help you begin to integrate your Web pages into the NetAssist system. See Operate NetAssist using sample Web pages [2-14] for details on using the sample pages. The agent login Web page must contain specific parameters (within a form) such as agent ID and password. This information is submitted to the agent Java Servlet via the POST method (that is <form name= form1 action= /servlet/wt/agentsu method= post >). The information passed to the Java Servlet causes the Agent applet (framed interface) to be downloaded to the agent s desktop. Sample login page NetAssist provides a sample agent login Web page (located in itg\naxos\agent.html) that contains the required parameters and some optional parameters that allow an agent to accept sessions from callers. You can use this sample agent login Web page as a base and then modify it to meet your needs or you can use the sample login Web page to help you develop a login Web page from scratch. The remainder of this section includes information about the required and optional parameters for the agent login Web page. Important! Your agent login Web page must contain the required parameters listed in the Agent login page parameters table. The following is a list of required and optional parameters that are passed to the Java Servlet. Fields that are required but can be hidden from the agent are noted as (Required [Hidden]). 4-2 Lucent Technologies Issue, December 1999

73 Integrating your Web pages with NetAssist Prepare your Web pages for NetAssist The following table provides the Agent login page parameters: Input Name Value Description Parameters entered by the agent. agentid (Required) Parameters specified by you browsewinurl (Required) Alpha Numeric URL Agent ID this identifies the agent to NetAssist. Ifthis parameter has no value, then the applet prompts the agent for it. Then agent s Web logic could automatically populate this parameter if known. Welcome URL this specifies the URL that NetAssist displays in the agent s browser window when the agent selects the Login button. Parameters that are required and must be the value specified in the Description column arena (Required [Hidden]) Text The arena parameter value must be stair9. Issue, December 1999 Lucent Technologies 4-3

74 Integrating your Web pages with NetAssist Prepare your Web pages for NetAssist Input Name Value Description s9arena The arena parameter value must (Required) be stair9. NetAssist uses the s9arena parameter to identify the location of the attribute resource.txt file used by your agent applet if it is different than the default resource.txt file. With this, you can provide a different look and feel on this agent login Web page than from other agent login Web pages. In the example code below, the value of s9bank informs the NetAssist caller applet and servlet to look in the \itg\s9bank\attributes\en- US\resource.txtdirectory for attribute information instead of the default attribute resource.txt file located in itg/default/ attributes/lang code/resource.txt. Example code for the s9arena parameter: <input type= hidden name= s9arena value= s9bank > language (Required [Hidden]) Text Parameters that are optional agentext (Optional [Hidden]) agentname (Optional) agentid Text The language must be en-us. NetAssist Release 1 supports US English only. Agent ID the value of the agentext parameter is the agent s ID. Agent Name this is the name that the caller sees in the text chat area when connected to this agent. Customize the caller Web page Callers can access an agent by selecting a Talk To Agent button on your caller Web page. The caller Web page must contain specific 4-4 Lucent Technologies Issue, December 1999

75 Integrating your Web pages with NetAssist Prepare your Web pages for NetAssist parameters (within a form) such as the skill to which NetAssist will direct the call. This information is submitted to the caller Java Servlet via the POST method (that is <form name= form1 action= /servlet/wt/callersu method= post >). See Parameters entered by the caller [4-6] for required and optional caller parameters. The information passed to the Java Servlet causes the Caller Chat window (applet) to be downloaded to the caller s desktop and a Web page to be loaded in the caller s browser. At this time, the NetAssist caller start-up script begins to process the call request. Your caller Web pages may provide a mechanism, such as text boxes, to enter a specific agent (Direct Agent Dialing); a form in which the caller can enter such items as name or account number; instructions on accessing the Web-enabled facility; and other relevant information or controls. Sample caller page NetAssist provides a sample caller Web page (located in itg\naxos) that contains the required parameters and some optional parameters that allow a caller to initiate a session with an agent. You can use this sample caller Web page as a base and then modify it to meet your needs or you can use the sample caller Web page to help you develop a caller Web page from scratch. The remainder of this section includes information about the required and optional parameters for the caller Web page. Important! Your caller Web page must contain the required parameters listed in the following tables. The following tables list required and optional parameters that are passed to the servlet at callersu Issue, December 1999 Lucent Technologies 4-5

76 Integrating your Web pages with NetAssist Prepare your Web pages for NetAssist Parameters entered by the caller The following are parameters that is entered by the caller (your customer) unless you choose to enter the value. Input Name Value Description cname (Optional) Text Caller Name the caller enters his or her name in this field. NetAssist uses the value of the cname parameter in the agent s Text Transript area. If you have the caller log on to your Web site, then caller s Web logic could automatically populate this parameter if known. Example code for the cname parameter: <input type= text name= cname size= 15 maxlength= 50 > preferagent (Optional) Text Preferred Agent if the caller wants to converse with a specific agent, then the caller enters the agent s ID in the Preferred Agent text box. The caller must know the ID of the agent. If the preferred agent is logged in to the NetAssist system at the time the caller requests a chat session, then NetAssist connects the caller to the preferred agent. If the agent is not logged in to the system at the time of the request, then NetAssist places the chat session in the queue. Example code for the preferagent parameter: <input type= text name= preferagent size= 26 > 4-6 Lucent Technologies Issue, December 1999

77 Integrating your Web pages with NetAssist Prepare your Web pages for NetAssist Parameters specified by you The following is a list of parameters that are entered by you. You can hide these parameters from the caller by using input type= hidden. Input Name Value Description vdn_ext (Required) Alphanumeric Skill this is the skill to which the chat session should be routed. If the vdn_ext parameter is not in your caller Web pages, then the chat session cannot be processed (NetAssist does not know where to direct the chat session) and the caller receives an error message and will not be connected to an agent. Example code for the vdn_ext parameter: <input type= hidden name= vdn_ext value= 1234 > browsewinurl (Required) URL Welcome URL this specifies the URL that NetAssist displays in the caller s browser window. Example code for the browsewinurl parameter: <input type= hidden name= browsewinurl value= / company/welcome.html > poplocurl (Required) URL This field contains the URL where your Web applications reside. Example code for the poplocurl parameter: <input type= hidden name= poplocurl value= naxos > Parameters with a specific value The following is a list of parameters that are required but must have the value specified in the Description column. You can hide these parameters from the caller by using input type= hidden. Input Name Value Description arena (Required) Text The arena parameter value must be stair9. Example code for the arena parameter: <input type= hidden name= arena value= stair9 > Issue, December 1999 Lucent Technologies 4-7

78 Integrating your Web pages with NetAssist Prepare your Web pages for NetAssist Input Name Value Description s9arena The arena parameter value must be (Required) stair9. NetAssist uses the s9arena parameter to identify the location of the attribute resource.txt file used by your caller applet if it is different than the default resource.txt file. With this, you can provide a different look and feel on this caller Web page than from other Caller Web pages. In the example code below, the value of s9bank informs the NetAssist caller applet and servlet to look in the \itg\s9bank\attributes\en- US\resource.txtdirectory for attribute information instead of the default attribute resource.txt file located in itg/default/attributes/lang code/resource.txt. Example code for the s9arena parameter: <input type= hidden name= s9arena value= s9bank > type (Required) Text This informs NetAssist that the call is a text chat call. The value of this parameter is: chatter. Example code for the type parameter: <input type= hidden name= type value= chatter > language (Required) Text Example code for the language parameter: The language must be en-us. <input type= hidden name= language value= en-us > 4-8 Lucent Technologies Issue, December 1999

79 Integrating your Web pages with NetAssist Prepare your Web pages for NetAssist Complete example of caller Web page The following represents the required code so that your caller Web page will work with the NetAssist software: Issue, December 1999 Lucent Technologies 4-9

80 Prepare your Web pages for NetAssist Customize the caller applet (Chat window) Why customize the caller applet? What can I customize? Having the flexibility to customize your caller applet enables you to create a medium that meets the needs of the product(s) or service(s) you are providing to your callers. Also, the ability to customize your caller applet can be very helpful especially if you have a diverse customer base. This section details the graphic elements that you can change to customize the appearance of the caller Chat window. You can customize applet graphical elements (for example, the company logo). The graphical elements that you can change are located in the itg\stair9\caller\images folder. About the Chat window s graphical elements There are graphics used in animation sequences (for example, connecting-01.gif, connecting-02.gif, connecting-03.gif, connecting-04.gif, connecting-05.gif, connecting-06.gif, and connecting-07.gif). NetAssist uses these animation sequences starting with *01.gif. If you want to change a graphic in an animation sequence, you must change each GIF file within the sequence. There are multiple graphics for each button on the caller Chat window toolbar used to represent the different states of the button (for example, -d.gif, -e.gif, -m.gif, and -p.gif). The names used to represent each button state are as follows: d button is disabled e button is enabled m button has the cursor over it p button is pressed The defaultlogo.gif file The defaultlogo.gif graphic is the Lucent logo that appears in the top right corner of the caller Chat window if you have not specifically administered a different image to appear (for example, an agent image). NetAssist agent administration allows you to specify a unique agent image (for example, agent s picture) that appears in the caller s Chat window when the caller is connected to that agent. The parameter name for administering the unique agent image is Image Location Lucent Technologies Issue, December 1999

81 Customize the caller applet (Chat window) Prepare your Web pages for NetAssist If you do not want to specify a unique image for each agent, then NetAssist system administration allows you to specify a default image for all agents. The parameter name for administering the unique agent image is Default Agent Image. If you do not administer either the unique agent image for each agent or the default image for all agents, then NetAssist displays the defaultlogo.gif (Lucent Logo located in \itg\stair9\caller\images folder) in the caller Chat window. You can replace the contents of the defaultlogo.gif file with your own company logo. How do I customize applet attributes? You can change graphical elements without modifying the actual Java applet. All graphical elements are located in the itg\stair9\caller\images folder. To change a graphical element, do the following: 1. Identify the name of the graphical element that you want to change (for example, CallMe-e.gif). 2. Create a new graphic. 3. Save the new graphic element using the same name of the original graphic element that you changed and save it in the itg\stair9\caller\images folder. Using the example in Step 1, you would save the new graphic with the following file name: CallMe-e.gif. For example, itg\stair9\caller\images\callme-e.gif Issue, December 1999 Lucent Technologies 4-11

82 5 NetAssist reports Overview Purpose Contents The purpose of this section is to discuss the reporting capabilities of NetAssist for a supervisor. See the NetAssist Agent User Guide for information about reporting capabilities for an agent. The following items are discussed: Introduction to NetAssist reports [5-3] NetAssist report inputs [5-6] Result categories for NetAssist reports [5-7] Create a NetAssist report [5-11] Agent Daily Report [5-12] Agent Summary Report [5-15] Agent Skill Interval Report [5-18] Skill Interval Report [5-21] Abandoned Sessions Skill Report [5-24] Overflowed Sessions Skill Report [5-27] URL Interval Report [5-30] Real Time Information [5-33] NetAssist database items [5-35] Issue, December 1999 Lucent Technologies 5-1

83 Overview NetAssist reports Audience This information is intended for supervisors or anyone else involved in viewing, setting up reports, or maintaining database items for NetAssist. 5-2 Lucent Technologies Issue, December 1999

84 NetAssist reports Introduction to NetAssist reports Types of reports Writing your own NetAssist reports NetAssist provides seven historical reports and one real-time report. Historical reports display and summarize the past performance of any measured subset of NetAssist database items. NetAssist reports on information regarding agents, skills, abandoned calls, overflowed calls, and so on. Once your NetAssist system is installed and operating you can begin using its reporting capabilities. You can use the following NetAssist reports immediately: Agent Daily Report displays data for all agents, selected agents, or for a single agent. Agent Summary Report displays summary data for all agents, selected agents, or for a single agent. Skill Interval Report displays data for all skills, selected skills, or for a single skill during the reporting interval (date and time). Agent Skill Interval Report displays data for all skills, selected skills, or for a single skill and all agents in a particular skill during the reporting interval (date and time). Abandoned Sessions Skill Report displays summary details for abandoned calls during the specified reporting interval (date and time). Overflowed Sessions Skill Report displays summary details for overflowed calls during the specified reporting interval (date and time). URL Interval Report displays summary details for activity associated with a URL. The callussrcpage parameter must be defined in the caller Web page to capture URL interval report information. See Parameters entered by the caller [4-6] for more information about the callussrcpage parameter. Real Time Information displays real-time data for skill queues and agents. You can use the NetAssist reports as templates to create additional reports to better handle your information needs. Use the schema published in this section to help you create additional NetAssist reports. Issue, December 1999 Lucent Technologies 5-3

85 Introduction to NetAssist reports NetAssist reports Access NetAssist reports NetAssist reports support the following types of users: Agents have permission to view reports (Agent Daily Report and Agent Summary Report) containing information about their own performance and not the performance of other agents. Supervisors have permission to view reports that contain information on all skills and agents. Important! A browser that does not have cookies enabled will not be able to access NetAssist reports. Agent access to reports If an agent s login ID is administered to allow the generation and viewing of reports (that is, has permission), then the Agent can access reports through the Agent Chat window or a browser. If the agent does not have permission, then the agent will not be able to access reports. Supervisor access to reports All supervisors automatically have access to NetAssist reports. When administering IDs and passwords for access to the NetAssist system, the administrator selects the Supervisor parameter which indicates to the NetAssist system that the login ID and password is for a supervisor. With this information, NetAssist provides access to all NetAssist reports. A supervisor can access NetAssist reports using one of the following two methods: By entering the following NetAssist reports URL in a browser window: By logging in to the NetAssist system and then selecting the Reports menu item from the Chat window s View menu. 5-4 Lucent Technologies Issue, December 1999

86 Introduction to NetAssist reports NetAssist reports Illustration of the Supervisor NetAssist Reporting Menu The following illustration displays the Supervisor NetAssist Reporting Menu Web page: Issue, December 1999 Lucent Technologies 5-5

87 NetAssist reports NetAssist report inputs Input descriptions for NetAssist reports The following table provides a description of each NetAssist report input. Not all reports use the same inputs. For a list of a report s specific inputs, see the section about that report. Input Start Date End Date Skill ID Agent ID Start Time End Time URL Description The start date for which you want the report to provide information. The end date for which you want the report to provide information. The skill ID(s) for which you want to report activity. The agent ID(s) for which you want to report activity. You can also report on groups of agents. You create a reporting group through either the Agent Daily Report or the Agent Summary Report. For instructions on creating reporting groups, see Create a reporting group [5-10]. The start time for which you want the report to provide information. The end time for which you want the report to provide information. The URL(s) for which you want to report activity. 5-6 Lucent Technologies Issue, December 1999

88 NetAssist reports Result categories for NetAssist reports Result category descriptions When generated, each NetAssist report provides information based on specific categories depending on the type of report. This section provides a description of all result categories. Descriptions of the NetAssist result categories follows: Column Agent Skill Agent Name Skill Name Sessions Sessions (for Skill Interval, Agent Skill Interval, and URL Reports) Average Session Connect Time Average Speed of Answer Abandoned Sessions Description The agent ID in the NetAssist system. The skill ID in the NetAssist system. The agent s name in the NetAssist system The skill name in the NetAssist system. The total number of chat sessions that the agent was connected to during the interval specified. The number of chat sessions completed for a particular skill or URL during a specified interval. The average time that an agent(s) was connected to chat sessions during the specified interval. The average amount of time it takes before an agent answers a chat session. This time includes time waiting in the queue and time alerted at the agent s workstation. NOTE: This calculation does not include time in queue for chat sessions that flowed in from other skills. In addition, this calculation does not include the processing time of a chat session before it is queued (for example, viewing a forced Web-based infomercial). The number of times (during a specified interval) that chat sessions for a particular skill or URL were disconnected before an agent could answer it. Issue, December 1999 Lucent Technologies 5-7

89 Result categories for NetAssist reports NetAssist reports Column Average Abandon Time Average ACW Time Average ACW Time (for Skill Interval Report) Total Staff Total Conference Total Transfer Flow In Flow Out Total Session Connect Time (for Skill Interval Report) Average Hold Time Average Time to Respond (TTR) Description The average time (during a specified interval) that a caller waited before abandoning the chat session for a particular skill or URL. The average time that an agent(s) was in After Chat Work (ACW) time during a specified interval. The average time (during a specified interval) that agents spent in the ACW state for a particular skill. The total number of agents that handled chat session for a particular skill during a specified interval. The total number of chat sessions that were conferenced during a specified interval for a particular skill. The total number of transferred chat sessions that occurred during a specified interval for a particular skill. The total number of chat sessions that a particular skill received as a coverage point for another skill. The total number of queued chat sessions from a particular skill that were sent to the skill s coverage point (that is, sent to another skill to handle the flow). The total time (during a specified interval) that chat sessions where active. The average time that a caller was on hold during a specified interval. The average time it took an agent to respond to text chat messages from the caller. This is based on an individual agent only. 5-8 Lucent Technologies Issue, December 1999

90 Result categories for NetAssist reports NetAssist reports Column Average Number of Concurrent Sessions Total AUX Time Total AUX Time (for Skill Interval and Agent Skill Interval Reports) % in Service Level Total Idle Time Total Session Connect Time Total Staff Time Number of Session Within Service Level URL Description The average number of concurrent sessions for an agent(s) during a specified interval. NetAssist captures this information at the end of each chat session. The total time that an agent(s) spent in the Auxiliary (AUX) work state during the specified interval. The total time (during a specified interval) that an agent(s) spent in the AUX state for a particular skill. The percentage of chat sessions offered to a particular skill that were completed during a specified interval and that were answered within the administered service level (administered on a per skill level). The total time that an agent(s) was idle (not connected to a chat session or performing any duties related to chat sessions). The total time that an agent(s) was connected to chat sessions during a specified interval. The total time that an agent(s) was logged in to the NetAssist system. The number of sessions (during the specified interval) for a particular skill that were completed and were answered within the administered service level. The URL defined in the callussrcpage parameter on your caller Web page (for example, Issue, December 1999 Lucent Technologies 5-9

91 NetAssist reports Create a reporting group Overview How to create a reporting group The Agent Daily Report and the Agent Summary Report enables you to create reporting groups for which you can use as your report criteria. For example, you may want to report on the activities of all your new agents in technical support versus one agent at a time. To do this, you would create a group and then add all the new agents to the group for which you want to report. When generating an Agent Daily Report or an Agent Summary Report, you can use the new group as your criteria. To create a reporting group, do the following: 1 From the Create Agent Daily Report or the Create Agent Summary Report, click on the Create Group button. Result: The Create and Maintain Reporting groups Web page appears. 2 In the Add New Group text box, enter the name of your group for which you want to create. 3 Select each agent you want to add to the group by clicking in the check box to the right of the agent ID. 4 When you have added your selected agents to the new group, click on the Save button. Result: NetAssist adds the new group to the list of Agent IDs in the Agent Daily Report and in the Agent Summary Report. E ND OF S TEPS Lucent Technologies Issue, December 1999

92 NetAssist reports Create a NetAssist report How to generate a report To generate a NetAssist report, do the following: 1 Enter the following URL: Result: The NetAssist Agent/Skill Reporting Menu appears. 2 Click on the name of the report for which you want to generate. Result: The Web page to generate the report you selected appears. 3 Enter interval data and any other requested inputs. 4 Click on the Create Report button. Result: The generated report appears for the inputs you specified. E ND OF S TEPS... Issue, December 1999 Lucent Technologies 5-11

93 NetAssist reports Agent Daily Report Description Goal of the Agent Daily Report The Agent Daily Report provides information on agent activity based on the skill(s) the agent was logged in to during the reporting interval. You can specify the interval (start and end date) for which you want to view agent information. The goals of the Agent Daily Report are as follows: To allow a supervisor to view agent activity on a daily basis. This could be useful when a supervisor is trying to determine how well an agent is performing against specified agent performance objectives. This information could also be helpful when determining agent staffing needs or when trying to improve process efficiencies. To allow agents to view their own activity. Again, agents could use this information to determine how well they are performing against specified agent performance objectives. Objectives you can specify on the Agent Daily Report You can request an Agent Daily Report by the following inputs: One or more agent IDs (this can include reporting groups) Start and end date Agents can request an Agent Daily Report for only their specific ID and skill(s) Lucent Technologies Issue, December 1999

94 Agent Daily Report NetAssist reports Illustration of the Create Agent Daily Report Web page The following illustration displays the Create Agent Daily Report Web page. You use the Create Agent Daily Report Web page to generate an Agent Daily Report based on the inputs you have specified. Result categories on the Agent Daily Report The following result categories appear on the Agent Daily Report: Agent ID Agent Name Sessions Average Session Connect Time Issue, December 1999 Lucent Technologies 5-13

95 Agent Daily Report NetAssist reports Average ACW Time Average Hold Time Average Time to Respond Average Number of Concurrent Sessions Total AUX Time Total Idle Time Total Session Connect Time Total Staffed Time 5-14 Lucent Technologies Issue, December 1999

96 NetAssist reports Agent Summary Report Description Goal of the Agent Summary Report The Agent Summary Report provides information on agent activity based on the skill(s) that the agents were logged in to during the reporting interval. You can specify the interval (date and time) for which you want to view agent information. Agent activity data is for all skills the agents where logged in to during the specified interval. Data for each agent is summarized as a whole for the entire group of agents. The Agent Summary Report differs from the Agent Daily Report because it does not separate information on a daily basis. The goals of the Agent Summary Report are as follows: To allow a supervisor to view a summary of agent activity. This could be useful when a supervisor is trying to determine how well an agent is performing against specified agent performance objectives. This information could also be helpful when determining agent staffing needs or when trying to improve process efficiencies. To allow agents to view a summary of their own activity. Again, agents could use this information to determine how well they are performing against specified agent performance objectives. Objectives you can specify on the Agent Summary Report You can requests an Agent Summary Report by the following inputs: One or more agent IDs (this can include reporting groups) Start and end date Start and end time Agents can request an Agent Summary Report for their specific ID and skill(s) only. Issue, December 1999 Lucent Technologies 5-15

97 Agent Summary Report NetAssist reports Illustration of the Create Agent Summary Report Web page The following illustration displays the Create Agent Summary Report Web page. You use the Create Agent Summary Report Web page to generate an Agent Summary Report based on the inputs you have specified. Result categories on the Agent Summary Report The following result categories appear on the Agent Daily Report: Agent ID Agent Name Sessions 5-16 Lucent Technologies Issue, December 1999

98 Agent Summary Report NetAssist reports Average Session Connect Time Average ACW Time Average Hold Time Average Time to Respond Average Number of Concurrent Sessions Total AUX Time Total Idle Time Total Session Connect Time Total Staffed Time Issue, December 1999 Lucent Technologies 5-17

99 NetAssist reports Agent Skill Interval Report Description Goal of the Agent Skill Interval Report Objectives you can specify The Agent Skill Interval Report provides information about each skill and the agents in that skill during a reporting interval. The Agent Skill Interval Report differs from the Skill Interval Report because it shows the individual agents associated with the skill. The goal of the Agent Skill Interval Report is to allow a supervisor to view agent activity for a particular skill or set of skills. This information is helpful when determining agent staffing needs or when trying to improve process efficiencies. You can requests an Agent Skill Interval Report by the following inputs: One or more skill IDs Start and end date Start and end time 5-18 Lucent Technologies Issue, December 1999

100 Agent Skill Interval Report NetAssist reports Illustration of the Agent Skill Interval Report The following illustration displays the Create Agent Skill Interval Report Web page. You use the Create Agent Skill Interval Report Web page to generate an Agent Report based on the inputs you have specified. Result categories on the Agent Skill Interval Report The following report result categories appear on the Agent Skill Interval Report: Agent Agent Name Skill Skill Name Issue, December 1999 Lucent Technologies 5-19

101 Agent Skill Interval Report NetAssist reports Sessions Average Speed of Answer Average Session Connect Time Average ACW Time Average Hold Time Average TTR Total AUX Time Total Idle Time Total Time Staffed 5-20 Lucent Technologies Issue, December 1999

102 NetAssist reports Skill Interval Report Description Goal of the Skill Interval Report Objectives you can specify The Skill Interval Report provides information on skills during a reporting interval. The Skill Interval Report summarizes information for a skill for a particular date and time interval. NetAssist reports on all chat sessions that flowed in and flowed out of a skill. The goal of the Skill Interval Report is to allow a supervisor to view skill activity. This information is helpful when determining agent staffing needs or when trying to improve process efficiencies. You can requests a Skill Interval Report by the following inputs: One or more skill IDs Start and end date Start and end time Issue, December 1999 Lucent Technologies 5-21

103 Skill Interval Report NetAssist reports Illustration of the Create Skill Interval Report Web page The following illustration displays the Create Skill Interval Report Web page. You use the Create Skill Interval Report Web page to generate a Skill Interval Report based on the inputs you have specified. Result categories on the Skill Interval Report The following report result categories appear on the Agent Daily Report: Skill Skill Name Sessions Average Speed of Answer 5-22 Lucent Technologies Issue, December 1999

104 Skill Interval Report NetAssist reports Abandoned Sessions Average Abandon Time Avg. Session Connect Time Average ACW Time Total Staff Total Conference Total Transfer Flow In Flow Out Total Session Connect Time % in Service Level Issue, December 1999 Lucent Technologies 5-23

105 NetAssist reports Abandoned Sessions Skill Report Description Goal of the Abandoned Sessions Skill Report Objectives you can specify The Abandoned Sessions Skill Report provides information about abandoned chat sessions for a skill(s) during a reporting interval. The goal of the Abandoned Sessions Skill Report is to allow a supervisor to view abandoned chat session activity for a skill(s). This information is helpful when determining agent staffing needs or when trying to improve process efficiencies. You can requests information about an Abandoned Session Skill Report by the following inputs: One or more skill IDs Start and end date Start and end time 5-24 Lucent Technologies Issue, December 1999

106 Abandoned Sessions Skill Report NetAssist reports Illustration of the Create Abandoned Sessions Skill Report Web page The following illustration displays the Create Abandoned Sessions Report Web page. You use the Create Abandoned Sessions Report Web page to generate an Abandoned Sessions Report based on the inputs you have specified. Result categories on the Abandoned Sessions Skill Report The following report result categories appear on the Abandoned Sessions Skill Report: Skill Skill Name Acceptable Level Issue, December 1999 Lucent Technologies 5-25

107 Abandoned Sessions Skill Report NetAssist reports Abandoned Sessions Average Abandon Time 5-26 Lucent Technologies Issue, December 1999

108 NetAssist reports Overflowed Sessions Skill Report Description Goal of the Overflowed Sessions Skill Report Objectives you can specify The Overflowed Sessions Skill Report provides information about overflowed chat sessions for a skill(s) during a reporting interval. The goal of the Overflowed Sessions Skill Report is to allow a supervisor to view overflowed chat session activity for a skill(s). This information is helpful when determining agent staffing needs or when trying to improve process efficiencies. You can requests information about an Overflowed Sessions Skill Report by the following inputs: One or more skill IDs Start and end date Start and end time Issue, December 1999 Lucent Technologies 5-27

109 Overflowed Sessions Skill Report NetAssist reports Illustration of the Create Overflowed Sessions Skill Report Web page The following illustration displays the Create Overflowed Sessions Skill Report Web page. You use the Create Overflowed Sessions Skill Report Web page to generate an Overflowed Sessions Skill Report based on the inputs you have specified. Result categories on the Overflowed Sessions Skill Report The following report result categories appear on the Overflowed Sessions Skill Report: Skill Skill Name Current Acceptable Level Sessions 5-28 Lucent Technologies Issue, December 1999

110 Overflowed Sessions Skill Report NetAssist reports Flow In Flow Out Issue, December 1999 Lucent Technologies 5-29

111 NetAssist reports URL Interval Report Description Goal of the URL Interval Report Objectives you can specify The URL Interval Report provides information about the frequency of connection requests by URL when connection is allowed during a reporting interval. The goal of the URL Interval Report is to allow a supervisor to view URL activity. This information is helpful when determining agent staffing needs for specific URLs or when trying to improve process efficiencies. You can requests information about an URL Interval Report by the following inputs: One or more URLs Start and end date Start and end time 5-30 Lucent Technologies Issue, December 1999

112 URL Interval Report NetAssist reports Illustration of the Create URL Interval Report Web page The following illustration displays the Create Overflowed Sessions Skill Report Web page. You use the Create Overflowed Sessions Skill Report Web page to generate an Overflowed Sessions Skill Report based on the inputs you have specified. Result categories on the URL Interval Report The following report result categories appear on the URL Interval Report: URL URL Name Current Acceptable Level Sessions Issue, December 1999 Lucent Technologies 5-31

113 URL Interval Report NetAssist reports Average Speed of Answer Abandoned Sessions Average Abandoned Time Average Session Connect Time 5-32 Lucent Technologies Issue, December 1999

114 NetAssist reports Real Time Information Description Goal of the Real Time Information report The Real Time Information provides real-time data on skill queues and agents. The goal of the Real Time Information report is to allow you to view real-time routing activity regarding the NetAssist system. The real-time activity a supervisor can view is as follows: Agent status Agent states Skill status calls per skill and calls per agent The real-time information report can help you understand how your NetAssist-enabled facility is performing. For example, the Real Time Information report may show you that a particular skill is continually using its overflow skill. In this case, you could move more agents to that skill to relieve the bottleneck. Issue, December 1999 Lucent Technologies 5-33

115 Real Time Information NetAssist reports Illustration of the Real Time Information report 5-34 Lucent Technologies Issue, December 1999

116 NetAssist reports NetAssist database items General information AgentEvent table This section describes the NetAssist database tables and the items in the database tables. NetAssist uses the following database tables: AgentEvent table NetAssist writes records to the AgentEvent table after every significant agent event (that is, agent login, agent state change, and agent logout). CallEvent table NetAssist writes to the CallEvent table either after every chat session (whether the chat session completes successfully or fails) or after agents complete their activity on a chat session. An agent may complete his/her activity on a chat session; however, that chat session may still be active because the agent transferred the chat session to another agent. In this case, NetAssist writes two records to the CallEvent table both with the same call data but with different agent data. The following table provides a description of each database item in the AgentEvent table: Database Item Site AgentId AgentName LoginTime AvailableDuration AUXDuration Description The name of your NetAssist server. The ID of the agent. The name of the agent as administered. The date and time the agent logged in to the NetAssist system. The number of seconds that an agent was available to connect to chat sessions. An agent can be active on a chat session and still be available to connect to new chat sessions (multi-chat). Unlike IdleDuration. The total time that an agent spent in the AUX state while logged in to the NetAssist system. Issue, December 1999 Lucent Technologies 5-35

117 NetAssist database items NetAssist reports Database Item IdleDuration LogoutTime LoginDuration Description The total time that an agent was idle (not connected to a chat session and in the Ready for Work state) while logged in to the NetAssist system. The IdleDuration time begins when an agent goes into the Ready for Work state and increments at the end of every chat session provided that the agent is not connected to another chat session. The date and time that an agent logged out of the NetAssist system. The number of seconds that an agent was logged in to the NetAssist system. CallerEvent table The following table provides a description of each database item in the CallerEvent table: Database Item Site Id InitTime SkillId SkillDesc ServiceLevel Description The name of your NetAssist server. The ID of the call. The date and time that NetAssist received the chat session request from the caller. The ID of the actual skill that NetAssist used to connect the chat session. This may not be the initial skill requested for the chat session; see InitSkillId). The description of the actual skill that NetAssist used to connect the chat session. The number of seconds in which the agent should answer the chat session as determined in skill administration Lucent Technologies Issue, December 1999

118 NetAssist database items NetAssist reports Database Item InitSkillId InitSkillDesc CallUsSrc Type QueuedTime ConnectedTime DisconnectedTime FailedTime SessionConnect- Duration SpeedOfAnswer CallAbandonedDuration Description The ID of the initial skill requested for the chat session. The InitSkillId is different from the skill ID in overflow situations. If the initial skill requested is not available, then NetAssist uses the overflow skill ID. The overflow skill ID is not the initial skill ID requested but it may become the actual skill ID used for the chat session. If the skillid and the InitSkillId are the same, then an overflow situation did not occur. The description of the initial skill that NetAssist used to connect the chat session. The URL contained in the callussrcpage parameter on the caller Web page. The type of chat session. This will always be chat. The date and time that NetAssist queued the chat session. The date and time that NetAssist connected the chat session to the caller and the original agent (in cases of transfers and conferences). The date and time NetAssist disconnected the chat session for the caller. The date and time the chat session failed for the caller. The number of seconds that a chat session was active with an agent and caller. Time from ConnectedTime to either DisconnectedTime or FailedTime. The time that it takes an agent to answer a chat session. The SpeedOfAnswer time is the number of seconds between the QueuedTime and/or AlertTime and ConnectedTime. The number of seconds before a chat session was abandoned. The CallAbandonedDuration is the time that a chat session launched and then disconnected before it was ever connected. Issue, December 1999 Lucent Technologies 5-37

119 NetAssist database items NetAssist reports Database Item AgentID AgentName ACWDuration OnHoldDuration AgentDropTime TransferInitTime AverageTimeToRespond NbrConcurrentSessions AgentConnectDuration TransferConnTime ConferenceInit- Time Conference- ConnTime Description The ID of the agent connected to the chat session. Then name of the agent connected to the chat session. The number of seconds that the agent was in the ACW mode for the session. When the caller drops the chat session, the agent automatically goes into the ACW mode and the chat session is still considered active. The ACW time of the chat session does not stop until the agent drops the chat session (by selecting the ACW button on the agent Chat window). The number of seconds that a chat session was on hold. The average amount of seconds that it took the agent to respond to the caller s text messages. The total number of chat sessions that the agent was connected to when this particular chat session (chat session that NetAssist is writing to the CallEvent table) was disconnected. The number of seconds that the agent was connected to a chat session. The AgentConnectDuration can be the connect time for an original chat session, a transferred chat session, or a conferenced chat session. The time that the agent dropped (selects the ACW button on the agent Chat window) the chat session with the caller. The time that a transfer was initiated to the agent. The time that the agent accepted the transfer. The time that a conference was initiated to the agent. The time that the agent accepted the conference Lucent Technologies Issue, December 1999

120 6 Monitor and maintain NetAssist Overview Purpose Audience The purpose of this section is to cover basic monitoring and maintainence information regarding NetAssist. This section covers the following topics: Internet Call Manager (ICM) Control Window [6-2] Event Handler Control Window [6-5] Default Agent Router Servlet Control Window [6-8] Back up your NetAssist database files [6-11] Archive your NetAssist data [6-12] This information is intended for system administrators, support personnel, and anyone who wants an overview of monitoring the NetAssist software. Issue, December 1999 Lucent Technologies 6-1

121 Monitor and maintain NetAssist Internet Call Manager (ICM) Control Window Illustration The following illustration provides an example of the Internet Call Manager Control Window: Log files on the ICM server The log file available on the ICM server is the icmlog.txt which is maintained in the c:\itg (default) directory. Once this log file reaches 3MB, it is copied to the icmlog.bak file and logging continues in the icmlog.txt file. 6-2 Lucent Technologies Issue, December 1999

122 Internet Call Manager (ICM) Control Window Monitor and maintain NetAssist The log file contains all events that occur for agent login, caller access, and agent/caller interactions. The log file also contains the results of any status commands executed. Status on the ICM server Log menu Status information available on the ICM server consists of the current agent, caller, or call connections maintained by the ICM application. The following table describes each menu item in the Log menu: Menu Item Normal Debug Chat Description Changes the ICM logging level to less detail. Changes the ICM logging level to more detail. Displays text chat dialogs. ICC writes the chat dialogs to the ICMlog (icmlog.txt). Display menu The following table describes each menu item in the Display menu: Menu Item Agents Calls Connections Licenses Description Displays information about the agents that are logged in to the CentreVu Internet Solution. Displays the current calls that are known to the ICM application. Also displays the connection ID of the parties on the call. Displays all the available agents and callers that are known to the ICM application. A connection ID is given for each and may be useful for following all the events for that ID or for subsequent commands. Displays the license configuration along with the total number of active calls for each license type. Issue, December 1999 Lucent Technologies 6-3

123 Internet Call Manager (ICM) Control Window Monitor and maintain NetAssist Menu Item Gateways Parameters Description Displays the following information: Phantom used only for an Internet Call Center Total used only for an Internet Call Center System is accepting incoming calls Cti is ready the Incoming Call option in ICM is on and the CTI (the Agent Router) is talking to the ICM properly Open for business the system is within the administered hours of operation. Displays the administration parameters. Shutdown menu The following table describes the Incoming Calls menu item in the Shutdown menu: Menu Item Incoming Calls Description Enables you to gracefully shut down the ICM. By checking the Incoming Calls menu item, the ICM will not allow any type of real-time call to be processed. Help menu The following table describes each menu item in the Help menu: Menu Item Version Commands Description Displays the version information of the ICM process. Displays a list of valid commands that you can enter over a telnet session. 6-4 Lucent Technologies Issue, December 1999

124 Monitor and maintain NetAssist Event Handler Control Window About the Event Handler The Event Handler receives events from the Agent Router, combines the data, and then writes records to the Event Database. NetAssist uses the Event Database to create reports. If your NetAssist-enabled facility does not use reports, then you do not need the Event Handler to run the NetAssist software. The Event Handler Control Window opens upon starting the NetAssist server. It can also be opened by clicking on the ehuion.bat file located in the c:\itg (default) directory. Log file The log file available for the Event Handler is the ehlog.txt and is maintained in the c:\itg (default) directory. Issue, December 1999 Lucent Technologies 6-5

125 Event Handler Control Window Monitor and maintain NetAssist Illustration of the Event Handler Control Window Log menu The following table describes each menu item in the Log menu: Menu Item Normal Debug Description Changes the Event Handler logging level to less detail. Changes the Event Handler logging level to more detail. 6-6 Lucent Technologies Issue, December 1999

126 Event Handler Control Window Monitor and maintain NetAssist Display menu The following table describes each menu item in the Display menu: Menu Item Agents Calls Connections Parameters Description Displays information about the agents that are logged in to NetAssist. Displays the current calls that are known to the NetAssist software. Displays all the available agents and callers that are known to the NetAssist software. A connection ID is given for eachand may be useful for following all the events for that ID or for subsequent commands. Displays the administration parameters. Help menu The following table describes each menu item in the Help menu: Menu Item Version Commands Description Displays the version information NetAssist software. Displays a list of valid commands that you can enter over a telnet session. Issue, December 1999 Lucent Technologies 6-7

127 Monitor and maintain NetAssist Default Agent Router Servlet Control Window About the Agent Router The Agent Router provides the capability to segment agents by skills, categorize the incoming calls by attributes, and match agents to the calls. For more information about the Agent Router, see How does NetAssist route chat sessions?. The Default Agent Router Servlet Control Window opens upon starting the NetAssist server. It can also be opened by clicking on the aruion.bat file located in the c:\itg (default) directory. Log file The log file available for the Default Agent Router is the arlog.txt and is maintained in the c:\itg (default) directory. 6-8 Lucent Technologies Issue, December 1999

128 Default Agent Router Servlet Control Window Monitor and maintain NetAssist Illustration of the Default Agent Router Servlet Control Window Log menu The following table describes each menu item in the Log menu: Menu Item Normal Description Changes the Default Agent Router logging level to less detail. Issue, December 1999 Lucent Technologies 6-9