Avaya Call Management System Network Reporting

Avaya Call Management System Network Reporting Release 16.x November 2010

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CONTENTS Preface........................................ 9 Purpose......................................... 9 Intended users..................................... 9 Overview........................................ 10 Conventions and terminology............................ 11 Reasons for reissue.................................. 11 Documentation Web sites............................... 11 Support......................................... 12 About Avaya Network Reporting............................ 13 What is Avaya Network Reporting?......................... 13 Available reports.................................... 14 Split/Skill reports................................. 14 VDN reports.................................... 14 Drill-Down feature................................. 15 Avaya Network Reporting requirements......................... 17 References................................... 17 Hardware requirements................................ 17 Software requirments................................. 18 Security......................................... 18 Permissions.................................. 18 Installing and uninstalling Avaya Network Reporting software............ 19 Installing Network Reporting on a local PC from a disc.............. 19 Installing Network Reporting on a local PC from the network........... 19 Before you begin.................................. 20 Prepare the network directory.......................... 20 Installing Network Reporting on each PC.................... 20 Network Reporting uninstall using the Microsoft Windows Add/Remove Programs wizard21 Basic Windowing features................................ 23 Data Collector..................................... 23 Opening saved reports.............................. 23 Description................................... 23 Options..................................... 24 Connect to CMS Server Window......................... 24 Description................................... 24 Options..................................... 24 Network Reporting connection window..................... 26 Avaya CMS R16.x Network Reporting November 2010 3

Overview.................................... 26 Window description.............................. 26 Data Reporter..................................... 26 Data Reporter Window.............................. 27 Overview.................................... 27 Window description.............................. 27 File menu...................................... 27 Description................................... 27 Options..................................... 28 View menu..................................... 28 Description................................... 28 Options..................................... 29 Help menu..................................... 29 Description................................... 29 Options..................................... 30 Report popup menu................................ 30 Description................................... 30 Options..................................... 31 CMS Supervisor popup menu........................... 31 Description................................... 31 Option...................................... 31 Split/Skill report window............................. 32 Description................................... 32 Sections.................................... 32 Options..................................... 32 VDN report window................................ 33 Description................................... 33 Sections.................................... 33 Options..................................... 34 Drill-Down report window............................. 34 Description................................... 34 Sections.................................... 34 Report administration................................... 37 Report administration windows........................... 37 Options window.................................. 37 Description................................... 37 Options..................................... 38 Threshold Administration Window........................ 38 Description................................... 38 Options..................................... 39 Avaya CMS R16.x Network Reporting November 2010 4

Threshold settings............................... 39 Threshold levels................................ 40 Colors...................................... 40 Customize data header window......................... 40 Description................................... 40 Options..................................... 41 Custom Calculation Manager Window...................... 41 Description................................... 41 Options..................................... 41 Report administration features............................ 42 Hiding and restoring columns.......................... 43 Overview.................................... 43 How to hide data columns........................... 43 How to restore data columns......................... 43 Setting directional indicators........................... 44 Overview.................................... 44 How to set directional indicators....................... 44 Administering thresholds............................. 44 Overview.................................... 44 How to set report thresholds......................... 44 Customizing Column Headers.......................... 45 Overview.................................... 45 How to customize column headers...................... 45 Adding and Removing Custom Calculation Columns.............. 46 Overview.................................... 46 How to add or remove custom calculations................. 46 Sorting within Reports.............................. 47 Overview.................................... 47 How to sort columns.............................. 47 Creating Sub-Groups............................... 47 Overview.................................... 47 How to create a sub-group or add a group member............. 48 Deleting Sub-Groups............................... 48 Overview.................................... 48 How to delete a sub-group or delete a group member........... 48 Save as HTML................................... 49 Overview.................................... 49 How to save a report as an HTML file.................... 49 Saving a Report Layout.............................. 50 Overview.................................... 50 Avaya CMS R16.x Network Reporting November 2010 5

How to save a report layout.......................... 50 Hardware and Software related capacities...................... 51 Capacities..................................... 51 Description................................... 51 Split/Skill reports..................................... 53 Split/Skill report description............................. 53 Description................................... 53 Real-time data items................................ 54 Historical data items................................ 58 Split/Skill data summaries............................ 61 Generating and viewing a split/skill report...................... 62 Generating split/skill reports in Network Reporting............... 62 Overview.................................... 62 Opening a manual report........................... 63 Opening a saved report............................ 64 Opening a saved report while viewing another report........... 65 Generating a drill-down graphical report in Network Reporting........ 65 Overview.................................... 65 Generating a drill-down report........................ 65 VDN reports........................................ 67 VDN report description................................ 67 Description................................... 67 Real-time data items................................ 68 Historical data items................................ 70 VDN data summaries............................... 72 Generating and viewing a VDN report........................ 73 Generating VDN reports in Network Reporting................. 73 Overview.................................... 73 Opening a manual report........................... 73 Opening a saved report initially........................ 75 Opening a saved report while viewing a report............... 75 Generating a drill-down graphical report in Network Reporting........ 76 Overview.................................... 76 Generating a drill-down report........................ 76 Using the Drill-Down feature............................... 77 Drill-down report description............................. 77 Generating drill-down reports............................ 77 Overview.................................... 77 Avaya CMS R16.x Network Reporting November 2010 6

Generating a drill-down report........................ 77 Index........................................ 79 Avaya CMS R16.x Network Reporting November 2010 7

8 Avaya CMS R16.x Network Reporting November 2010

Preface Call Management System (CMS) is a database, administration, and reporting application for organizations that use Avaya communication servers to process large volumes of telephone calls using the Automatic Call Distribution (ACD) feature. CMS supports solutions for routing and agent selection, multisite contact centers, remote agents, reporting, interfaces to other systems, workforce management, desktop applications, system recovery, and quality monitoring. CMS is part of the Operational Effectiveness solution of the Avaya Customer Interaction Suite. This section includes the following topics: Purpose on page 9 Intended users on page 9 Overview on page 10 Conventions and terminology on page 11 Reasons for reissue on page 11 Documentation Web sites on page 11 Support on page 12 Purpose The purpose of this document is to describe how to install, configure, and maintain Avaya Network Reporting. Intended users This document is written for: Avaya support personnel Avaya factory personnel Contact center administrators Users of this document must be familiar with Avaya CMS and the Windows operating system. Avaya CMS R16.x Network Reporting November 2010 9

Preface Overview This document includes the following topics: About Avaya Network Reporting on page 13 Provides an introduction to the product, its features and an overview on the reports available in Avaya Network Reporting. Avaya Network Reporting requirements on page 17 Explains the hardware and software requirements that must be met before Avaya Network Reporting can run properly. Installing and uninstalling Avaya Network Reporting software on page 19 Describes the procedures for installing and uninstalling the Avaya Network Reporting software. Basic Windowing features on page 23 Describes the windows in Avaya Network Reporting. Report administration on page 37 Describes Avaya Network Reporting s report administration tasks and capacities. Split/Skill reports on page 53 Describe the data contained in the Split/Skill reports and how to generate and view various Split/Skill reports. VDN reports on page 67 Describe the data in the VDN reports and how to generate and view various VDN reports. Using the Drill-Down feature on page 77 Describes the drill-down report and how to generate them in Avaya Network Reporting. 10 Avaya CMS R16.x Network Reporting November 2010

Conventions and terminology Conventions and terminology If you see any of the following safety labels in this document, take careful note of the information presented. CAUTION:! CAUTION: Caution statements call attention to situations that can result in harm to software, loss of data, or an interruption in service. WARNING: DANGER: SECURITY ALERT:! WARNING: Warning statements call attention to situations that can result in harm to hardware or equipment.! DANGER: Danger statements call attention to situations that can result in harm to personnel.! SECURITY ALERT: Security alert statements call attention to situations that can increase the potential for unauthorized use of a telecommunications system. Reasons for reissue This document has been reissued to bring it into compliance with current document standards. Documentation Web sites All CMS documentation can be found at http://support.avaya.com. New issues of CMS documentation will be updated on this Web site when available. Use the following Web site to view related support documentation: Information about Avaya products and service http://www.avaya.com Avaya CMS R16.x Network Reporting November 2010 11

Preface Support Contacting Avaya technical support Avaya provides support telephone numbers for you to report problems or ask questions about your product. For United States support: 1-800- 242-2121 For international support: See the 1-800 Support Directory listings on the Avaya Web site. Escalating a technical support issue Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Management listings on the Avaya Web site. 12 Avaya CMS R16.x Network Reporting November 2010

About Avaya Network Reporting About Avaya Network Reporting provides an introduction to the product, its features and an overview on the reports available in Avaya Network Reporting. This section is intended for anyone interested in an overview of the reports available in Avaya Network Reporting. This section includes the following topics: What is Avaya Network Reporting? on page 13 Available reports on page 14 What is Avaya Network Reporting? Avaya Network Reporting is a multisite real-time and historical reporting application. Use Network Reporting to request call center data from your ACDs and view the CMS real-time and historical data through Avaya Network Reporting built in viewer. Network Reporting provides a high level view of call center operations for multiple call centers simultaneouly. It also provides consolidated real-time and historical reports on split/skill and VDN statistics. Note: Note: Microsoft no longer includes the WinHlp32.exe help system as part of the operating system. If you attempt to open help from Network Reporting, Windows will prompt you to install KB917607 if it has not already been installed. Once WinHlp32.exe is installed, Network Reporting help will open correctly. For more details see http://support.microsoft.com/kb/917607 This applies to the operating systems Windows Vista, Windows 7 and newer. Avaya CMS R16.x Network Reporting November 2010 13

About Avaya Network Reporting Available reports Avaya Network Reporting provides two different multsite reports and a drill-down feature, through which you can view your call center operations. The information here describes each of the reports and the drill-down feature. This section includes the following multi-site reports: Split/Skill reports on page 14 VDN reports on page 14 Drill-Down feature on page 15 Split/Skill reports From these reports, you can view CMS real-time or historical split/skill data. Network Reporting also provides a variety of features which you can use to customize the data contained in the split/skill report to best meet your business needs. In order to view specific details on a split/skill report, you must enter the following information when connecting to a CMS server: CMS Server name or IP address Server version number Real-Time or Historical report mode Desired split/skills per ACDs For more information about the Split/Skill report, see Split/Skill reports on page 53. VDN reports From these reports, you can view the CMS real-time or historical VDN data. Network Reporting also provides a variety of features which you can use to customize the data contained in the VDN reports to best meet your business needs. To view specific details on a VDN report, you must enter the following information when connecting to a CMS server: CMS server name or IP address Server version number Real-time or historical report mode Desired VDNs per ACDs 14 Avaya CMS R16.x Network Reporting November 2010

Available reports For more information about the VDN report, see VDN reports on page 67. Drill-Down feature While viewing a report, you can drill-down on a single data item. The drill-down report graphically displays current values of the selected data in a pie chart or a bar chart. You can only view one drill-down report at a time. For more information about the drill-down feature, see Using the Drill-Down feature on page 77. Avaya CMS R16.x Network Reporting November 2010 15

About Avaya Network Reporting 16 Avaya CMS R16.x Network Reporting November 2010

Avaya Network Reporting requirements Avaya Network Reporting Requirements explains the hardware and software requirements that must be met for Network Reporting to run properly. Avaya Technical Support organizations will find this section useful to install and use Network Reporting. This section includes the following topics: References Hardware requirements on page 17 Security on page 18 The following document contains information relevant to the connectivity and interaction of Avaya Network Reporting. Avaya CMS Administration Avaya CMS Custom Reports Avaya Call Management System Supervisor Installation and Getting Started Avaya Call Management System Supervisor Reports Hardware requirements The following PC requirements must be met to run Avaya Network Reporting: A Pentium-class or compatible processor rated at the appropriate speed: - Windows XP: 300 MHz or faster - Windows Vista: 1 GHz or faster - Windows 7: 1 GHz or faster Free disk space: - Windows XP: 100 MB - Windows Vista: 100 MB - Windows 7: 100 MB A CD-ROM disc drive RAM: Avaya CMS R16.x Network Reporting November 2010 17

Avaya Network Reporting requirements - Windows XP: 256 MB - Windows Vista: 1 GB - Windows 7: 1 GB A color SVGA monitor and graphics adapter set to a resolution of at least 800x600 (Avaya recommends a resolution of 1024x768 or greater). A network, serial, or modem connection. Software requirments Avaya Network Reporting supports the following 32-bit operating systems: Windows XP Professional Note: Note: Note: Note: Windows XP Tablet PC Edition is not supported. Windows Vista Enterprise Edition Note: Windows Vista is not supported when running on a Tablet PC. Windows 7 Note: Windows 7 is not supported when running on a Tablet PC. Security Permissions Avaya Network Reporting uses the same permission structure as Avaya CMS. Each user has permissions which provide different levels of access to the CMS system, including read and write permissions for all features purchased and ACDs. 18 Avaya CMS R16.x Network Reporting November 2010

Installing and uninstalling Avaya Network Reporting software Installing and Uninstalling Avaya Network Reporting Software describes the procedures for installing and uninstalling the Avaya Network Reporting software. This section includes the following topics: Installing Network Reporting on a local PC from a disc on page 19 Installing Network Reporting on a local PC from the network on page 19 Network Reporting uninstall using the Microsoft Windows Add/Remove Programs wizard on page 21 Installing Network Reporting on a local PC from a disc To install Network Reporting on a local PC from the disc, use the following procedure: 1. Close any programs that are running on the PC. 2. Insert the Network Reporting disc into the disc drive. 3. Run Setup.exe and follow the steps on the wizard screens until installation is complete. 4. Establish a connection to the CMS server. Installing Network Reporting on a local PC from the network If you want to install Network Reporting on a local PC from the network, you must first copy the Network Reporting installation files from the disc onto the network. Then you install Network Reporting onto each client PC from the network. This section includes the following topics: Before you begin on page 20 Prepare the network directory on page 20 Installing Network Reporting on each PC on page 20 Avaya CMS R16.x Network Reporting November 2010 19

Installing and uninstalling Avaya Network Reporting software Before you begin Do the following step before you install Network Reporting: 1. Verify that every applicable PC has access to the network resource that contains the Network Reporting application files. Typically, a mapped network drive provides network access to this computer because it makes it easy to locate the Network Reporting application files during the installation. If the Network Reporting application files cannot be located, the installation will fail. For information about how to map to a network drive, see Windows Help. Prepare the network directory Use the following procedure to prepare the network directory: 1. At a PC that is connected to the network, close all programs that are running on the PC. 2. Insert the Network Reporting disc into the disc drive. 3. Open Microsoft Windows Explorer. 4. Create a directory on the network drive and record the path to the directory for later use. 5. Copy the contents of the disc to the directory that you created in Step 4. Be sure to copy all of the files. 6. Go to Installing Network Reporting on each PC on page 20. Installing Network Reporting on each PC For each PC you install from a network, do the following steps: 1. Go to Prepare the network directory on page 20 if you have not done so already. 2. Close all programs that are running on the PC. 3. Navigate to Start > Run. 4. Browse to the network drive and the directory that contains the Network Reporting files you copied in Step 5 of Prepare the network directory on page 20. 5. Execute the Setup.exe file that is located in the root directory. 6. Establish a connection to the CMS server. 20 Avaya CMS R16.x Network Reporting November 2010

Network Reporting uninstall using the Microsoft Windows Add/Remove Programs wizard Network Reporting uninstall using the Microsoft Windows Add/Remove Programs wizard You can easily uninstall the Network Reporting application with the Microsoft Windows Add/ Remove Programs wizard. Uninstall removes the Network Reporting files and directories from the PC. To uninstall Network Reporting, do the following steps: 1. Close all programs that are running on the PC. 2. From the Microsoft Windows Start menu, select Settings > Control Panel (or simply Control Panel depending on your version of Windows). 3. Execute the Add/Remove Programs feature. The system displays the Add/Remove Programs Properties window. (Add or Remove Programs in XP, Uninstall a program or Programs and Features in Windows Vista and Windows 7). 4. Select the Install/Uninstall tab. (Change or Remove Programs for Windows XP, skip this step for Windows Vista and Windows 7). 5. Highlight the entry for Network Reporting in the list of installed software. 6. Select Add/Remove. For Windows XP, select the Change/Remove button. For Windows Vista and Windows 7, select the Uninstall button. The removal process is started. 7. Select Yes or OK. The system displays the Perform Uninstall window and a progress indicator shows what percentage of the files are uninstalled. CAUTION:! CAUTION: If you press Cancel at this time, the system cancels the uninstall process. However, because some files have been deleted, Network Reporting will not run. Also, the system prevents you from trying to uninstall CMS Supervisor files a second time if you cancel the first attempt. After the uninstall is complete, the system returns you to the desktop. Avaya CMS R16.x Network Reporting November 2010 21

Installing and uninstalling Avaya Network Reporting software 22 Avaya CMS R16.x Network Reporting November 2010

Basic Windowing features Basic Windowing features describe the windows in Network Reporting. This information is intended for anyone using Network Reporting. Network Reporting consists of two parts that collect and report data: Data Collector and Data Reporter. Data Collector makes queries against the selected CMS servers, whereas the Data Reporter displays the data gathered by Data Collector. You can access Data Reporter by connecting to the CMS server and selecting real-time or historical split/skill or VDN items through Data Collector. This section includes the following topics: Data Collector on page 23 Data Reporter on page 26 Data Collector The Data Collector section provides a description of the various windows utilized from the Data Collector tool. This section includes the following topics: Opening saved reports on page 23 Connect to CMS Server Window on page 24 Network Reporting connection window on page 26 Opening saved reports Description If you have previously saved report layouts, a window displays whenever Network Reporting is executed: Avaya CMS R16.x Network Reporting November 2010 23

Basic Windowing features Options To view a report that contains previously defined settings, for example, data mode, connected servers, data filters, display settings and groupings, highlight the report to view, and select OK. The Other button gives you an option to use a file browser to navigate through Windows Explorer or use Network folders to locate Network Reporting report layouts that were not saved to the default directory. The default directory is %APPDATA%Avaya\Avaya Network Reporting R16\Reports. If you choose to manually input report parameters, select Cancel which returns you to the Connect to CMS Server window where manual entries can be input. Connect to CMS Server Window Description Options If no report layout files were previously saved, the Connect to CMS Server window is automatically launched when you start Data Collector. You can connect to a maximum of 16 CMS servers and eight ACDs per CMS in one session. The following options are available in the Connect to CMS Server window: Option Server Name Remove Server Version Connected Servers Description Enter the name of the CMS server that you want to connect to. Names typed in this field are stored in the drop-down box.. A previously entered server name and filter history can be removed from the systems history by selecting the server name from the drop-down list and selecting this button. Select the Server Version number from the drop-down box for the CMS server you are connecting to. This box provides a list of CMS servers that Network Reporting is connected to. 24 Avaya CMS R16.x Network Reporting November 2010

Data Collector Option Description Real-Time or Historical Split/Skill(s) Data Filter Select whether you want to display the selected data in a real-time or historical report. If you select Historical, you must complete the following fields: Date: enter a historical date relevant to the selection in the Interval field. Time: enter a historical time or time range relevant to the selection in the Interval field. For example: 08:00 AM-05:00 PM for an hourly Interval. Interval: select hourly, daily, weekly, or monthly from the drop-down box. For each ACD, enter the desired split/skill(s) to view report data. Use the following parameters in the entry field, to set your desired split/ skill data values: To specify more than one split/skill, use a semicolon as a separator. To specify a range, use a dash between split/skills No data will be available if a box is left blank for an ACD. When the server is launched, all filters are saved for that server. When you select a server from the drop-down box, the last filters entered for that server are automatically populated. Press Ctrl+E to clear all the filter fields.. VDN Data Filter For each ACD, enter the desired VDNs to view report data. Use the following parameters in the entry field to set VDNs: To specify more than one VDN, use a semicolon as a separator. To specify a range, use a dash between VDNs. To specify all VDNs, use an asterisk. No data will be available if a box is left blank for an ACD. When the server is launched, all filters are saved for that server. When you select a server from the drop-down box, the last filters entered for that server are automatically populated. Press Ctrl+E to clear all the filter fields. Connect button Update button Clicking this button will start the connection with the server specified in the Server Name field. If you select the server name in the Connected Servers list box, the system displays the current filter information for that server and the Connect button changes from Connect to Update. If you select a server name in the Connected Servers list box, the system displays the current filter information for that server. The Connect button changes to Update. By modifying the split/skill or VDN settings and clicking Update, the filters for that server change when the Report View is displayed. Avaya CMS R16.x Network Reporting November 2010 25

Basic Windowing features Option View Report Help button Description After connecting to the desired servers, click this button to launch the Data Reporter. Click this button to launch online help. Network Reporting connection window Overview From this window, you have to manually log in to the CMS server by using a valid CMS user name and password. The user name and password are the same as the ones used for CMS. Contact your system administrator for help with the user name and password. At the input terminal type field, enter cvsup. Window description When you click the Connect button in the Connect to CMS Server Window, the system displays the Manual Login window. When you have successfully connected, the window automatically minimizes. Data Reporter This section describes the windows that make up the Data Reporter feature of Avaya Network Reporting. This section includes the following topics: Data Reporter Window on page 27 File menu on page 27 View menu on page 28 Help menu on page 29 Report popup menu on page 30 CMS Supervisor popup menu on page 31 Split/Skill report window on page 32 VDN report window on page 33 26 Avaya CMS R16.x Network Reporting November 2010

Data Reporter Drill-Down report window on page 34 Data Reporter Window Overview The Data Reporter Window is Avaya Network Reporting's built-in report viewer. The window looks different based on the report you are currently viewing. This window has some features that are common for all reports. Window description The Data Reporter window has a general look and feel for all reports. The report itself is located in the center of the window. The legend for the connection status on real-time reports is located in the lower-left corner of the window. The legend for high or low critical warnings for real-time and historical reports is also located in the lower left corner. The real-time report window lists the status of the connected server and the corresponding ACDs within the report. An up arrow represents a connected status, and an arrow with a line through it represents an unconnected status. The selected servers, ACDs, split/skills or VDNs are located in the grey section to the left of the data columns for all reports. The following menu options are available for each report type: File menu View menu Help menu Report Popup menu Avaya CMS Supervisor Popup menu File menu Description The File menu is available from the split/skill, VDN, and drill-down reports. Use this menu to return to the Report Layout Selector window, save a report layout, save a report as HTML, return to the Connect to CMS Server window, and exit from the reporting window. Avaya CMS R16.x Network Reporting November 2010 27

Basic Windowing features Options The File menu includes the following options: Option Load Report Save Report Save As HTML Data Collection Exit Description Selecting this option takes you to the Report Layout Selector window. Previously saved reports can be selected to view from the Report Layout Selector window. Selecting this option saves the current report settings, including data mode, connected servers, data filters, display settings, and groupings, as a file to a default directory on your hard drive. Subsequently, this report is available for selection from the Report Layout Selector window. Selecting this option saves the current report as an HTML file to a default directory on your hard drive. Once you save a report as HTML, you can print a copy from your HTML browser. Selecting this option returns you to the Connect to CMS Server window. New servers can be added or changes can be made to current settings. Selecting this option terminates the reporting application. Upon exiting, you may be prompted to save the current settings as a report before the application closes. View menu Description The View menu is available from the split/skill, VDN, and drill-down reports. Use this menu to: Change between split/skill and VDN data Launch the Adding and Removing Custom Calculation Columns on page 46 Launch the Options window on page 37 Launch the Threshold Administration Window on page 38 28 Avaya CMS R16.x Network Reporting November 2010

Data Reporter Options The View menu includes the following options: Option Split/Skill VDN Options... Custom Calculations... Thresholds... Description Selecting this option changes the report display to split/skill data. Split/Skill is the default selection when the application starts. This option is not available in the drill-down report. Selecting this option changes the report display to VDN data. This option is not available in the drill-down report. Selecting this option launches the Options window. The Options menu allows you to alter the refresh rate on real-time reports, and hide or show data columns. Selecting this option launches the Custom Calculation Manager. The Custom Calculations window allows you to add or remove custom calculation data columns. For details on managing custom calculations, see Adding and Removing Custom Calculation Columns on page 46. Selecting this option launches the Threshold Administration window. For details on administering thresholds, see Administering thresholds on page 44. Help menu Description The Help menu is available from the split/skill, VDN, and drill-down reports. Use this menu to view the online help, the Guided Tour, Support on the Web, or the Network Reporting About screen.. Avaya CMS R16.x Network Reporting November 2010 29

Basic Windowing features Options The following are options in the Help menu: Option Contents Guided Tour Support on the Web About Advanced Debugging Description Selecting this option launches the online help. Selecting this option launches the online Guide Tour. The Guided Tour is a tool to learn how to utilize the features in Avaya Network Reporting and how to customize the objects in the reports to best meet your business needs. Selecting this option launches the Web browser of the user and points to the Avaya product support Web page. Selecting this option displays the Network Reporting About screen. Use this option to perform simple serviceability tasks. This option is limited to authorized Avaya personnel. Report popup menu Description The report popup menu is available when you right-click a data column in the report display. From this menu you can: Hide the selected column Set directional indicators Administer thresholds Customize the selected data column header 30 Avaya CMS R16.x Network Reporting November 2010

Data Reporter Options The following are the available options in the Report Popup menu: Option Hide column name Directional Indicators Thresholds... Customize... Description Selecting this option hides the current column. To show a column, you must use the Options window from the View menu. This option is not available in the drill-down report. Selecting this option turns on the directional indicators for the selected column in real-time reports. Directional indicators are represented by a small arrow pointing up or down, to the left of the selected value. This option is not available in historical or drill-down reports. Selecting this option launches the Threshold Adminstration Window. The selected data column is automatically selected. For details of the descriptions of each threshold setting, see Threshold Administration Window on page 38. Launches the Customize data header window. The selected column becomes the data header to be renamed. Customizing column headers can make the headers easier for users to interpret or to better meet business needs. CMS Supervisor popup menu Description Option While viewing a report, you can open the Avaya CMS Supervisor report popup menu by right-clicking a server name in the Server column. From this menu, you can launch an Avaya CMS Supervisor session. The most recent Avaya CMS server you connected to from Avaya CMS Supervisor is populated in the CMS server field. If you want to connect to a different CMS server, select it from the drop-down list. There is only one option on the Avaya CMS Supervisor Popup menu: Launch Avaya CMS Supervisor. When you click this option, if Avaya CMS Supervisor software is installed, Network Reporting launches an Avaya CMS Supervisior session. Avaya CMS R16.x Network Reporting November 2010 31

Basic Windowing features Split/Skill report window Description Sections The split/skill report window displays a tabular report form for the values of the selected split/ skill data items you enter for each split/skill. For detailed information on the split/skill report see Split/Skill reports on page 53. The split/skill report window is divided into the following sections: Section Report Display Legend Description This is the main section located in the center of the window. It displays the values of the selected data items. You can adjust the threshold colors, activate directional indicators and customize the column headers. For more information on adjusting and customizing the report see Report administration windows on page 37. This is the bottom section of the window. It displays the current threshold colors for real-time and historical reports and describes the Avaya CMS server link status indicator icons for real-time reports. Options The following options are available in the split/skill report window: Option Description Sort For real-time reports, sorting is allowed by right-clicking the server name or number, Server Link status, ACD name or number, ACD link, or split/skill column header. Any column in historical reports can be sorted. If you repeatedly click a column you can toggle between ascending and descending sorts. By default the report is sorted by split/skill or VDN number. 32 Avaya CMS R16.x Network Reporting November 2010

Data Reporter Scroll Option Drill-Down Description You can scroll through the data columns to view your data. The Server name, ACD name or number, and split/skill or VDN number column are locked into position to help identify the data rows. You can double-click a single data column to drill-down to a graphical report on that data item. For more information on the drill-down report, see Using the Drill-Down feature on page 77. VDN report window Description Sections The VDN report window displays a tabular report form for the values of the selected VDN data items originally entered from the Connect to CMS Server window for each VDN. For detailed information on the VDN Report see VDN reports on page 67. The VDN report window is divided into the following sections: Section Report Display Legend Description This is the main section located in the center of the window. It displays the values of the selected data items. You can adjust the threshold colors, directional indicators and customize the column headers. For more information on adjusting and customizing the report see the Report administration windows on page 37. This is the bottom section of the window. It displays the current threshold colors for real-time and historical reports and describes the Avaya CMS server link status indicator icons for real-time reports. Avaya CMS R16.x Network Reporting November 2010 33

Basic Windowing features Options The following options are available in the VDN report window: Option Sort Scroll Drill-Down Description You can sort real-time reports by right-clicking the server name or number, Server Link status, ACD name or number, ACD link, or the VDN column header. You can sort any column in historical reports. If you repeatedly click a column you can toggle between ascending and descending sorts. By default the report is sorted by VDN number. You can scroll through the data columns to view your data. The Server name, ACD name or number, and VDN number column are locked into position to help identify the data rows. You can double-click a single data column to drill-down to a graphical report on that data item. For more information on the Drill-Down Report see Using the Drill-Down feature on page 77. Drill-Down report window Description Sections The Drill-Down report window graphically displays the selected column from the Split/Skill or VDN Report as a bar chart. For detailed information on the Drill-Down feature see Using the Drill-Down feature on page 77. The Drill-Down report window is divided into the following sections: Section Report Display Legend Description This is the main section located in the center of the window. It displays the values of the selected data items. You can adjust the threshold colors by using the right-click popup menu. For more information on adjusting the report, see the Report administration windows on page 37. This is the bottom section of the window. It displays the current threshold colors for real-time and historical reports and describes the CMS server link status indicator icons for real-time reports. 34 Avaya CMS R16.x Network Reporting November 2010

Data Reporter Section Average Column Return To Table button Description If you have drilled-down on a data item that has an average as its summary, the last column displayed is an Average column for the data item. For more information on data items see the Data Items section of the split/ skill or VDN reports. Clicking this button will return you to the split/skill or VDN report. Avaya CMS R16.x Network Reporting November 2010 35

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Report administration Report administration describes the report administration tasks and capacities of Network Reporting. This section includes the following topics: Report administration windows on page 37 Report administration features on page 42 Hardware and Software related capacities on page 51 Report administration windows This section describes the various administration windows available in Network Reporting. The administration windows are discussed on the following pages: Options window on page 37 Threshold Administration Window on page 38 Customize data header window on page 40 Custom Calculation Manager Window on page 41 Options window Description Use the Options window to alter the refresh rate and hide or restore data columns. You can open this window through the View menu on real-time or historical reports. Avaya CMS R16.x Network Reporting November 2010 37

Report administration Options The following items are available in the Options window: Option Data Column Display Refresh Rate (seconds) OK Cancel Help Description In this field you can choose which data columns to show or hide. To hide a shown data column, select the data item and click the right arrow. To show a hidden data column, select the data item and click the left arrow. You can adjust the rate at which the real-time database is refreshed and when the report display is updated. The minimum refresh rate is 3 seconds, and the maximum refresh rate is 5 minutes. Network traffic may affect your refresh rate. Selecting OK saves all the options defined and exits the Options window. Selecting Cancel exits the Options window without changing previously defined settings. Launches the online help. Threshold Administration Window Description The Threshold Administration window can be accessed through the View menu or the Report popup menu on real-time or historical reports. This menu allows you to set the color, which will represent each threshold in the main report display. 38 Avaya CMS R16.x Network Reporting November 2010