Contact@Net 250 Supervisor Guide

Release 6

Release date : 20/Mar/2008

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 AMENDMENTS
The items that follow are incorporated in the update of this manual from issue January
2007 to March 2008:

CHAPTER/SECTION DESCRIPTION
5.3. "Email Monitoring" Possibility to remove unhandled e-
mails via the E-mail monitor added.

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PREFACE
This manual serves as a guideline for maintaining a Contact@Net 250 release 6.0 on
Supervisor level.

Typical Supervisor tasks are:

- Monitoring the contact centre behavior;

- Generating statistical reports;
- Understanding statistical reports;
- Managing wallboard information;
- Managing agents and groups.

It is possible that in your organisation also other tasks are performed by supervisors.
In that case refer to the Contact@Net 250 Administrator Guide. In combination with
the Contact@Net 250 Supervisor Guide the complete functionality of the
Contact@Net 250 application is described.

References

- Contact@Net 250 Customer Engineer Manual;

- Contact@Net 250 Administrator Guide;
- Contact@Net 250 Agent Manual;
- Contact@Net 250 Quick Ref Card.

Disclaimer: Our products are subject to continual development and improvement.

Therefore, while the information in this document was complete when it was written,
additions or modifications to the product after that date may cause changes to the
technical and functional specifications. No rights can be derived from this document.

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 1. INTRODUCTION
The CC250 is a call centre application with an integrated Interactive Voice Response
(IVR) application based on a Windows platform.

It offers a flexible and user-friendly interface to the users.

It contains a large number of building blocks to create an intelligent call flow. The call
flow can be created according to the customers needs.

A skill-based router module is used as enhanced Interactive Call Distribution to route

incoming calls to the most suitable agent.

The Contact@Net 250 is equipped with a built in Announcement module which makes
is easy to create and maintain your own announcements.

An automated attendant module helps the callers to quickly find their way to the
requested information or desired service.

The Contact@Net 250 provides real-time information on the group status and agent
status, such as the number of incoming calls, calls in the queues, calls handled, agent
status and agent performance. An electronic wall display can be connected to the
Contact@Net 250 showing real time information related to the call centre.

All statistical call and agent data is stored in a database. This data is used by the
Report Manager to generate historical overviews on calls, routers and individual
agents on a daily, weekly or other time interval base. Reports can be printed or
exported in several output formats.

This document describes the supervisor tasks like monitoring and reporting. In many
companies the supervisor and administrator role is combined in one task. When this
is the case, also refer to the Contact@Net 250 Administrator guide, which describes
tasks like building call flows, creating agents, wallboards etc.

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2. GUIDED TOUR
This chapter gives you an overview of the UCS Manager application. It will guide you
through the most important parts of the UCS Manager. Also will be explained how to
adjust the desktop to your convenience.

Be aware that not all items will be discussed. Only supervisor issues will be discussed.
The UCS Manager is also used by administrators to setup the system. If
administration knowledge is required, refer to the Contact@Net 250 Administrator
guide.

Also note that the screens may not look the same as yours. Screen layouts can be
different due to a different version of Windows or the privileges granted to you by the
system administrator.

2.1. Logon to the UCS Manager

To be able to start the guided tour a logon needs to be performed.

Ask your system administrator for the supervisor login name and password. It is also
possible that the password is blank (no password).

Note: You can change your password by selecting Change Password from the Tools
menu. Enter the desired password. Make a note of your password and keep it
somewhere safe and secure.

To start the UCS Manager, click Start in the Windows task bar. From the menu that
is displayed, select Programs, Contact@Net 250 server (or workstation) and click
UCS Manager.

The logon dialog is displayed.

Figure 2-1 Supervisor logon

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 Enter your supervisor logon name and password and click OK.

Logoff

To logoff from the UCS Manager, click on File in the task bar and select Exit from the
drop down list.

2.2. Exploring the Desktop

After you performed a logon the following window appears.

Note: The presentation on your desktop may differ from the window below. The last
modified desktop view will be used during the next logon.

Figure 2-2 Desktop view

The desktop can be divided in a number of areas that are explained in the following
sections.

2.2.1. Menu Bar

The Menu Bar gives access to a number of features. Some of these features are also
displayed as Shortcut icons on the desktop.

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The menu bar consist of the following menus:

- File:
The file menu contains the option "Exit". The "Exit" option is used to perform a
Logoff.
- Edit:
The "Edit" menu contains the standard options like "New", "Copy", "Paste",
"Delete", "Rename" and "Properties". These options can also be activated via
shortcuts on the desktop.
- View:
The "View" menu can be used to view or hide the Shortcuts view and Explorer
view. Also the Monitor only option can be selected from this menu. These options
can also be activated via shortcuts on the desktop.
- Tools:
The "Tools" menu contains the options: "Change Password", "Export Data" and
"Change language".
- Help:
The "Help" menu contains the "About" option that displays the software version of
the Contact@Net 250 software.

2.2.2. Shortcut Buttons

The left hand edge of the window displayed in Figure 2-3 "Shortcut view" contains a
row of shortcut buttons. By clicking on these buttons you have direct access to specific
parts of the system. By selecting one of the shortcut buttons the related items are
shown in the window on the right side of the shortcuts.

In Figure 2-3 "Shortcut view" the "Groups" button is selected and therefore all created
groups are displayed.

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 Figure 2-3 Shortcut view

The shortcut buttons allow access to the most commonly used features of UCS
Manager. The following table lists shortcut buttons and their functions.

An overview of the main performance indicators for all groups, displayed in

graph format.

Floorplans; a graphical representation of agents in the working

environment.

A list of agent groups. Used to add and remove agents from agent groups
and changing the properties of agent groups.

A list of agents. For each agent a graphical representation of activities,

which is updated in "real time" is displayed.

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 Properties and settings of wallboards that are created. You can create, and
broadcast your own wallboard messages.

Shows detailed information about various aspects of agent group

performance and system activity. Double click one of the group monitor
icons to display information about that monitor in a popup window.

A list of the existing reports that have been created for your call centre.
Also options for defining and generating reports.

2.2.3. Explorer View

The right hand section of the main window contains an Explorer. With the Explorer you
can list the complete system. By exploding an item all details related to that item will
be displayed. It shows each module and its relationship with other modules, in the
form of a tree.

In Figure 2-4 "Explorer View" an example is shown where items are exploded. By
clicking the "-" before the item, it will close again. By clicking the "+" the item explode
again.

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 Figure 2-4 Explorer View

The explorer view is a much more detailed view than the shortcut view. Besides
monitoring and reporting also a lot of other information is displayed. Depending on the
granted authorization for your supervisor logon some of these items may not be used.
Everything that is grayed-out is restricted via your security profile.

2.2.4. Changing Views in UCS Manager

You can view the performance of your call centre in a number of different windows. If
all these windows were open simultaneously, your screen display would get quite
crowded and therefore difficult to retrieve the required information. Try switching
between views a few times, to familiarize yourself with the different views that are
possible. You can open (and close) windows in a number of ways:

Click on View in the menu bar and select Shortcut bar, from the drop down menu.
You will notice that while the shortcut buttons are visible, there is a tick next to this
menu item.
To hide the shortcut buttons, click on View and then click on Shortcut bar again.
The tick disappears. You can use this method to show or hide the screen elements
that are listed under the View menu.

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There are four buttons in the tool bar with the same functionality available from the
menu bar. With these buttons you can hide or view windows simply by clicking one of
the buttons. The following buttons are available:

View or hide the Explorer.

View or hide the System Monitor.

View or hide the CallFlow (or Channel) Monitor.

View or hide the Router Monitor.

You might want to experiment with these buttons and menu options a few times to
decide which views you prefer to work with.

In most cases a window displays a list with information related to agents, agent groups
etc. This information can be displayed in several ways. There are four buttons to
change the way information is displayed. Be aware that only the list view displays all
information. The large and small icon view only display a part of the parameters.

Displays the information as large icons.

Displays the information as small icons.

Displays the information as a list.

Displays the properties related to the selected item in a list.

When you hold your mouse over one of the buttons on the tool bar, a description of

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 the button, or its function, is displayed. Try clicking on the buttons that are listed, to
see which view you prefer.

2.2.5. Standard Microsoft Windows Functions

Most applications that run under Microsoft Windows have a set of standard
commands: Cut, Copy, Paste, etc. Buttons for these commands are included in the
UCS Manager window tool bar as well.

New: Creates a new item. This could be an agent, agent group, wallboard
etc.

Copy: Make a copy of the item that is currently selected.

Paste: Put the copy you have made into the list.

Delete: Select the item that you want to delete and click on this button.

Properties: Displays a popup or dialog box, showing more information

about the selected item. You can edit this information.

Assign: Whether this button can be used depends on the item that you
selected. When you selected a group for example, it can be used to assign
agents.

As described in this section, the UCS Manager can be customized according to your
personal taste and tasks. The configuration that was created during the last session
will be used after the next logon. The system remembers the configuration of the last
session, regardless of the logon name. If the system is used by a number of
supervisors, it is recommended to agree with each other on a configuration that
matches everybody needs.

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3. WALLBOARDS
3.1. Introduction

This chapter describes how to set up and edit the messages that can be displayed on
wallboards.

Wallboards can broadcast text information to agents. You can use them to display
messages that contain information about the activity and performance of your call
centre.

Note: The Contact@Net 250 application supports two types of wallboards:

Message Maker and Data Display wallboards.
The Message Maker wallboard has more functions and features than the Data
Display wallboard. In the remainder of this section, information and settings
that do not apply to the Data Display wallboard will be marked: (Not applicable
to Data Display wallboard).

3.2. Listing Wallboards

The wallboards are listed in the wallboard window. For each wallboard, information
(type, width, height, etc.) is displayed. Also displayed is the boot status of the
wallboard.

The Wallboard window can be displayed by clicking the Wallboard button from the
shortcut bar or select Wallboards from the Explorer view.

In Figure 3-1 "Wallboard Window" the Wallboard window is displayed. In this example
two Wallboards are created (Wallboard 1 and Wallboard 2).

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 Figure 3-1 Wallboard Window

3.3. Starting a Wallboard

To start (boot) the wallboard

A wallboard will display messages once it is booted. Before attempting to boot a

wallboard, make sure:

The wallboard has been installed and configured correctly;

Messages have been set up for this wallboard (otherwise it will not appear to be
working).

Click on the wallboard you wish to start, so it is selected. Now right click the mouse
and select Boot from the popup menu that is displayed.

To shut down (stop) a wallboard

To stop a wallboard that is currently displaying messages, select that wallboard and
right click, select Shut Down from the popup menu that is displayed. In a few seconds
the wallboard will shut down.

When the wallboard is booted you are allowed to make changes to the messages. The

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changes are activated after the next stop and start.

3.4. Wallboard Terminology

A wallboard is a collection of pages, lines and details. This section explains the used
terminology and relation to each of these items.

Figure 3-2 "Wallboard configuration" is an example of a configuration with one

wallboard and two pages. Per page one or more lines are created. You can go to this
screen by double clicking on a wallboard in the Wallboard window.

Figure 3-2 Wallboard configuration

3.4.1. Wallboard

The "wallboard" item in this "family tree" acts as a "parent", in other words, a container
for wallboard pages.

It is possible to create more than one wallboard. Each wallboard can be managed
separately. Each wallboard can be booted and shutdown separately as well.

All technical settings (COM port selection, COM port parameters and IP settings) are

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 stored on the wallboard. Do not make any changes to a correct configured wallboard.
If the wallboard is not working correctly, contact your System Administrator.

Before you can use a wallboard, the wallboards needs to be created and configured.
How to create a wallboard and the technical configuration is described in the
Contact@Net 250 Administrator guide.

Note: It is assumed that your wallboards have been installed correctly, as described
in the Contact@Net 250 Administrator guide, and the wallboard
manufacturer's documentation.

3.4.2. Wallboard Pages

A wallboard contains one or more pages. The page controls the duration of the
messages. Each page can have its own display duration.

If you have more than one wallboard page assigned to a wallboard, the pages are
displayed in rotation (page 1; page 2; page 3; page 1; page 2; page 3, and so on). The
sequence continues until the wallboard is shut down.

A page is the carrier for the lines.

3.4.3. Wallboard Lines

A line is the carrier for one or more details (also called messages). The maximum
number of lines on a page depends on the used wallboard. The Data Display
wallboard supports only one line. The MessageMaker wallboard supports 2 and 4
lines.

Per line you can specify a font size. Data Display wallboards support only one font size
(normal).

Those using the Message Maker wallboard can choose from one of three font sizes:

- Normal;
- Large;
- Extra Large.

It is possible to specify a different font size per line. Be aware that when the large or
extra large font is used, two lines will be occupied.

If you use large or extra Large on a 2 line wallboard, you must enter that selection for
line 1. In that case, line two can not be used.

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If you use large or extra large on a 4 line wallboard, you must enter that selection for
line 1 and line 3. In that case, line 2 and 4 can not be used.

It is also possible to select a large or extra large font for one part of the wallboard and
a normal font for the other part of the wallboard. Figure 3-3 "Wallboard font size
examples" gives an example where a 4 lines MessageMaker wallboard is configured
with a normal font size on line 1 and line 2. Line 3 is configured with the extra large
font. Therefore line 4 can not be used.

Also displayed in this figure is a two lines MessageMaker wallboard with the normal
font size on line 1 and 2. Also an example of a Data Display wallboard is displayed
(the wallboard graphics are not in proportion, this is only intended to illustrate the
wallboards available and the line numbering convention that you can use).

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 Figure 3-3 Wallboard font size examples

3.4.4. Wallboard Details (messages)

Per line one or more details can be created. A detail is the message that is displayed.
You are allowed to create more details on one line. Be aware that you have to enter
a offset avoiding the messages to be displayed on top of each other.

All kind of display settings are stored per detail (colour, display type etc.).

A message is in most cases a combination of free text and a information element.

For example "Number of calls today for router 1500 = 20".

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In the example above the text "Number of calls today for router 1500 =" is free text.
The value "20" is generated by the system by selecting information element "#calls"
(number of calls today). In some cases only free text is used. For example for general
information for agents. Figure 3-2 "Wallboard configuration" shows an example of a
wallboard configuration where on the first page one line is displayed with free text and
an information element. Line 2 only displays free text.

"[none]" after free text indicates that no information element is selected.

A line may contain more than one message. You could create the line:

"Calls to router 1500: <#calls> Calls to router 1600: <#calls>"

While there is no limit on the length of a wallboard line, or the number of messages, it
is a good idea to keep individual lines short. This makes it easier to read the messages
on the wallboard. This also makes it easier for you to make changes at a later date.

If you are using long message lines and you notice problems with the wallboard
display (hanging up, taking a long time to display a line, or acting unpredictable), try
splitting up any excessively long wallboard lines.

By experimenting with the wallboard and message settings you can create interesting
and useful displays. The possible variations for displaying messages are endless, and
may or may not be relevant to your organisation. So no examples are given here.
Experiment, and find out what works best for you.

3.5. Creating Wallboard Messages

In the following examples it is assumed that a wallboard has been installed and
correctly configured. If no wallboard icon is displayed in Wallboard view, it is likely that
the wallboard has not been installed. Talk to your System Manager or Philips
installation engineer if this is the case.

In wallboard view, double click on a wallboard to open the wallboard properties

window.

Read through the description that follows, before trying to create your own messages.
This describes the various elements of wallboard messaging and explains how to set
up a sequence of messages.

To create a new wallboard page, double click on a wallboard line, so it is selected.

Now click on the Add button. A new wallboard page, named "My new WB page" is
displayed.

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 If you select an existing wallboard page and click Edit, information about the
wallboard page you selected is displayed:

Figure 3-4 Wallboard page settings

Wallboard page settings:

Description The name of the wallboard page. Ensure that the name is
memorable. "Insurance sales statistics" is a good name;
"Newwallboardpage7" is not.

Display duration The length of time, in seconds, for which each line contained
in this wallboard page is displayed on the wallboard.

Click on OK to close this dialog box and save any changes you have made.

To create a new wallboard line, click on the "parent" wallboard page so that it is
selected.

Click the Add button. A new wallboard line will be added to the "family tree".

To view or change the settings for a wallboard line, select that line and click the Edit
button. The Edit Line dialog is displayed.

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Figure 3-5 Figure 21 Line settings

Line numbers Data Display wallboards support only one line.

MessageMaker wallboards support 2 and 4 lines.

Each line is listed in numerical order. The lines will be displayed on

the wallboard in this order. You can have 1 up to 4 lines, depending
on the "Font Size" of the message and the used wallboard type.

Font size (Not applicable to Data Display wallboard)

The MessageMaker wallboard can display text in 3 font sizes: Normal,

Large and Extra Large. When text is displayed in Normal size, two
lines can be displayed simultaneously on this wallboard. One line is
displayed above the other. When text is displayed in Large or Extra
Large size, only one line can be displayed in a message.

See section 3.4.3. "Wallboard Lines" for more information about font
sizes.

To create a new wallboard message, click on the "parent" wallboard line so that it is
selected. Click the Add button. A new wallboard message will be added to the "family
tree".

To view or change the settings for a message, select the message and click on the
Edit button. The Edit Detail dialog is displayed:

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 Figure 3-6 Message settings

Text This part of the message is called "free text".

Type in the text that will be included in this message. This text
appears before the information element, which you define
later in this dialog box. If you wanted to send a message about
the length of the queue for example, you can type something
like "Queue length is".

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Text position A typist would call "text position" an "indent value". If you enter
"1" in this field, the first letter of this message appears at the
left hand edge of the wallboard display. If you enter "2" the
whole message is displayed one character "indented" to the
right. If you enter "3" the message is displayed 2 characters
indented, etc.

Text position is only useful if more than one message is

displayed on one line. If only one message is created you
should use the value 1 (default setting).

You can set this value so that two information elements

appear on the same line. In Figure 3-7 "Wallboard text position
settings", you can see two messages: "Queue = 1" which
starts on text position 1; and "SL=85%" which starts on text
position 9. (SL stands for Service Level). If text position "1"
was selected as the text position of both information elements,
they would be displayed "on top of each other" on the
wallboard.

Foreground colour (Not applicable to Data Display wallboard)

Select the colour in which you would like the message text
displayed, from the drop down list.

Background colour (Not applicable to Data Display wallboard)

Select the colour in which you would like the background

displayed, from the drop down list.

Display mode The way in which the message appears on the wallboard.
Select the appropriate display mode from the drop down list.
Try out the different display mode settings to see which one
you prefer. Note: The "Scrolling" mode works on line 1 only. It
does not work on lines 2, 3 or 4. If you select "scrolling" as the
display mode, for the first line, then all information items in the
line will scroll. It is not possible to have both scrolling AND
non-scrolling information items in line 1 simultaneously.

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 Information element This is the information part of the message. Select the
appropriate information element from the drop down list. If, for
example you were creating a "queue length" message, you
would select the "number of callers in queue" information
element

If the message should contain free text only, no information

element must be selected.

Flashing alarm (Not applicable to Data Display wallboard)

Just as monitors can be set up to "alarm" when a critical

situation is reached, you can apply alarms to wallboard
messages. If, for example, you want agents to be warned
when the queue has an unacceptably large number of callers
(or whatever the information element for this message is)
check this box.

Alarm threshold (Not applicable to Data Display wallboard)

The level at which the Flashing alarm activates. If, for

example, you want the alarm to activate when the queue has
more than 20 callers, type "20" here. The alarm threshold
relates to the status of the information element. In other words,
if this message contained the information element "number of
ready agents" and the threshold is set to "20", the alarm will
activate when there are fewer than "20" ready agents. Note:
this field can only be edited if the Flashing alarm check box is
checked.

Buzzer alarm (Not applicable to Data Display wallboard)

This works the same way as the flashing alarm, but it buzzes!
Check the box to set up the buzzer alarm.

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Alarm threshold (Not applicable to Data Display wallboard)

The level at which the buzzer alarm activates.

Note: this field can only be edited if the Buzzer alarm check
box is checked. The buzzer is designed to be heard very
clearly above the noise levels in a busy office. It is very loud
and annoying. So when configuring alarms, it is a good idea to
set the threshold for the flashing alarm at a "warning level" and
the threshold for the buzzer alarm at a higher, "emergency
level".

Figure 3-7 Wallboard text position settings

Now click on the Select routers button to display the Select router dialog, shown
below.

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 Figure 3-8 Assigning messages to routers

This dialog shows all existing routers. The left column lists the routers that are not
assigned to this information element in this message. The right column lists the
routers that are assigned to this information element in this message.

To assign an information element to a router, double click the required router or "drag
and drop" the router in the selected routers window. When this message is displayed
on a wallboard, it will include information about the selected router only. It is allowed
to select more than one router per information element. Be aware that the values
displayed in a situation like that will be an average for all selected routers or
accumulated, depending on the selected information element.

Example: A call centre has 2 routers, called router A and router B.

Today, there have been:

100 calls to router A and 200 calls to router B.

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You create the message: Calls today = [#calls]

If you assign this message to router A, the wallboard displays the message:

Calls today = 100

If you assign this message to router B, the wallboard displays the message:

Calls today = 200

If you assign this message to router A and router B, the wallboard displays the
message:

Calls today = 300

The calls to router A and B are accumulated.

Click on OK to save your changes and close this dialog box. Or click on Cancel to
close the dialog box without saving.

Note: The settings in this dialog apply only to the message you are configuring. You
must make these settings for each message, individually.

3.6. Organising Your Messages

In Figure 3-9 "Wallboard Configuration window", you can see there is one wallboard -
called "Wallboard1". The wallboard contains two "WB-pages".

Line 1 of the first WB-page contains performance related messages, that contain
information elements ([#Calls] and [QueueLength]) for Group 1 and Group 2.

Line 2 contains "text only" messages. The second WB-page contains the "text only"
message "Network is down after 17:00".

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 Figure 3-9 Wallboard Configuration window

3.6.1. Organising Your Messages into Groups

In medium-sized or larger call centres it is likely that more than one router is used.
Suppose you want to create a set of messages for each router. The messages are the
same, but the information will be specific to each router.

For example: (Message 1): Router 1 calls today = 200 (Message 2): Router 1 queue
length = 15 (Message 3): Router 2 calls today = 157 (Message 4): Router 2 queue
length = 12.

There are 2 methods to do this:

Method 1 - Messages for all routers in a single line

1. Create a single wallboard line containing 2 wallboard messages for each router.
2. When you have created this hierarchy, edit the messages. Assign the first two
messages to the first router; the second two messages to the second router, using
the Select routers button (described in section 3.5. "Creating Wallboard
Messages").

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 The messages in each line will be played in rotation until the wallboard is shut
down.

Figure 3-10 Organising messages (method 1)

Method 2 - Messages for each router in a separate line

1. Create 2 wallboard lines, each containing only the messages for one router.

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 Figure 3-11 One message line per router (method 2)

2. When you have created this hierarchy, edit the messages for each router. Assign
the information element of first two messages to the first router; the second two
messages (in line 2) to the second router, using the Select routers button
(described in Section 3.5. "Creating Wallboard Messages").
3. The message lines will be displayed in numerical order (the messages in line 1
first; the messages in line 2 second).
To change the order in which the lines are displayed for each router, rename "line
1" as "line 2" and vice versa. When you close and re open the Configure
wallboard dialog, these changes will be effected.
Until you close and re open the Configure Wallboard dialog box, the information
displayed here does not change.

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4. MANAGING AGENTS AND GROUPS
In many call centres the supervisor is responsible for agent management.

The following tasks are described in this section:

- Create and delete agents;

- Changing agent properties;
- Assign agents to agents groups.

Note: Managing agents is only possible when "access to resources" is granted for
your supervisor account.

With the Contact@Net 250 application you can also make use of skills. The calls will
be routed based on the requested skill. Skills need to be created and assigned to
agents. Skills and how to handle skills is described in the Contact@Net 250
Administrator guide.

4.1. Listing Agents

Agents are listed in an Agent Window. Click Agents from the shortcut bar or select
Agents from the Explorer view (located under resources). Figure 2-4 "Explorer View"
shows an example of an Agent window.

As you can see in Figure 2-4 "Explorer View" there are two symbols used to identify
agents. The purpose is to identify supervisors. Often a supervisor is also working as
an agent. Therefore supervisors are also listed in the Agent window. In the example
window the user Daisy is supervisor in the call centre but it is possible that she is also
working as an agent, handling call centre calls.

A supervisor can login as an agent in the TPA application and also login as a
supervisor in the UCS Manager application. Agents can only login as agent in the TPA
application.

Agents are identified by the agent name, also called agent short name, The Full name
is only used in reporting. It is allowed to leave out the agent Full name during the
creation of the agent.

4.2. Creating Agents

Click Agents from the shortcut bar or select Agents from the Explorer view (located
under resources). All created agents will be listed in the Agent window.

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 Right mouse click in the Agent window and select new from the menu or select
from the toolbar. A new agent will be created in the agent window. The name of the
agent is "New Agent". Select the "New Agent". Select "Properties" from the toolbar.
The following window appears:

Figure 4-1 New Agent Properties window

The following properties are available per agent:

Name: Short name of the agent.

In most cases the first name is used as agent name.
The short name of the agent is used to identify the agent in the call
centre. The short name is also the name the agents use to logon in
the TPA.

Full name: Full name of the agent is only used in reporting. It is allowed to omit
the full name.

Password: Password is used during the TPA logon. If the call centre is phone
based, the password can be omitted.

PIN: A PIN is used by phone based agents to perform a logon. Each agent
must have a unique 3-digit PIN. If the call centre is screen based the
PIN can be omitted.

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Extension: The telephone number the agents use to perform call centre
activities. There is no need to enter or select an extension. The
extension will be automatically entered during the logon of an agent.

Email Address: The E-mail address of the agent. The E-mail address may be used
for Email routing. If no Email is used, the E-mail field can be ignored.

Global status: The agent status after creation. This field is also used by supervisors
to change the agent status.

Skills: In the right hand side of the agent properties window, skills may be
listed. IF skill based routing is used, skills are assigned to one or
more agents. Explanation regarding skill based routing can be found
in the Contact@Net 250 Administrator guide.

Enter the correct information for the new created agent, select OK to accept the
changes.

Besides creating a new agent, it is also possible to make a copy of an existing agent.
Select an agent and select from the tool menu. Select . A copy of the original
agent will be created in the agent list window. The new agent is called <original agent
name 1>. Select the new agent and change the agent properties as described in the
previous part of this section.

4.3. Deleting Agents

Sometimes agents need to be removed (leaving the company, changing job etc.).

Call history is not affected by deleting agents. It is still possible to generate reports
regarding deleted agents.

Click Agents from the shortcut bar or select Agents from the Explorer view (located
under resources). All created agents will be listed in the Agent window. Select the
agent that needs to be removed and click from the toolbar.

4.4. Modifying Agents Properties

Sometimes agent properties need to be modified, changing password, agent name or

changing PIN information for phone based agents.

Click Agents from the shortcut bar or select Agents from the Explorer view (located
under resources). All created agents will be listed in the Agent window.

33
 Select the agent that needs to be modified.

Right mouse click, select Properties from the menu or click the button from the
toolbar. The same Agent properties window as described in section 4.2. "Creating
Agents" will be opened. Enter the necessary changes and select OK to accept the
changes.

Note: When the agent name is changed the system will ask you if the new name of
the agent should be used for the history of the agent. If you select "Yes" the
new agent name will be used for all agent information stored in the database.
The result will be that the old agent name will not appear on any report or other
statistical information.
If you select "No" the old agent name will be used until the time you changed
the agent name. New call information will be saved under the new agent name.

4.5. Assigning Agents to Agent Groups

Agents can only handle call centre calls after they are assigned to an agent group.
Agent can be assigned to one or more agent groups.

Besides assigning agents to an agent group, the agent group must be assigned to a
router. Assigning agent groups to routers is described in the Contact@Net 250
Administrator Guide.

Click Agents from the shortcut bar or select Agents from the Explorer view (located
under resources). All created agents will be listed in the Agent window.

Select the agent that needs to be assigned to an agent group. Right mouse click the
agent and select Properties. Then click on the Assign to groups button. The
following window appears:

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Figure 4-2 Assign agents to Group Window

On the left hand side of the window (available groups) all created groups are
displayed. On the right hand side of the window the name of the agent is displayed.

Double click the required agent group to assign the agent to that group, or "drag and
drop" the agent group to the right hand window. If the agent is already assigned to one
or more groups, the groups are listed under the agent name in the right hand part of
the window.

To remove an agent from an agent group, double click the agent group where the
agent should be removed from or "drag and drop" the agent group to the left hand side
of the window.

In the previous description an agent was selected to assign the agent to an agent
group. The other way around is also possible. First select an agent group by selecting

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 one of the agent groups the system will list the assigned agent in the right hand side
of the window.

Click Groups from the shortcut bar or select Groups from the Explorer view (located
under resources). All created Groups will be listed in the Group window. Select one of
the groups and the assigned agents will be displayed in the right hand side of the
window.

As you can see in Figure 4-3 "Group list window" the group "After Sales is selected
and therefore all assigned agents and supervisors are displayed.

Figure 4-3 Group list window

Right mouse click the Agent group and select Assign from the menu to assign new
agents to the group or remove agents from the group.

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5. MONITORING
The Contact@Net 250 is equipped with a number of monitor functions. Purpose of
these monitor functions is to display online information regarding calls, agent activity
and services. The following monitor functions are available:

- CallFlow Monitor
Monitors the status of the call flow handlers.

- Router Monitor
Monitors agents status, queue and performance figures related to a router. Also
E-mail and outbound services can be monitored with the router monitor.

- Email Monitor
Monitors all email activity.

- System Monitor
Monitors system activities like events, calls and error information. This tool is used
by administrators and therefore explained in the Contact@Net 250 Administrator
guide.

5.1. CallFlow Monitor

The CallFlow Monitor counts the number of times the call flow handlers are used.

Call flow handlers are used in the following events:

- Every time somebody calls the call centre, the caller enters the call centre via a
call flow handler. So every call to the call centre will be added to "Calls Today"
value.

- When the call centre is a phone based call centre (agent are not supported via an
application) the agents use their phone to logon, logoff, set ready and set not
ready. Every time an agent uses his phone to change to another status the "Calls
Today" value will be increased by one.

- The Contact@Net 250 is also featured with outbound services. Also outbound
services are using the call flow handlers to setup a call to a customer.
Every outbound call is added to the "Calls Today".
Be aware that in a situation that an agent calls a customer via the agent phone no
call flow handler is used. Calling from an agent extension is considered to be an
outgoing call and not an outbound call.

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 To open the CallFlow monitor, explode Monitors from the Explorer and select
CallFlow or click from the toolbar. Clicking again will close the CallFlow
monitor.

In Figure 5-1 "CallFlow monitor" the CallFlow Monitor is shown. The CallFlow monitor
offers real-time information concerning the use of the call flow handlers.

Figure 5-1 CallFlow monitor

The following information can be derived from the CallFlow Monitor:

Total The number of call flow handlers that are in use at this time.

Peak The highest simultaneous use of call flow handlers.

Calls Today The total number of times the call flow handlers are used during this
day.

CFH The status of the Call Flow Handler.

Green: The call flow handler is idle.
Red: The call flow handler is handling Incoming traffic.
Black: The call flow handler is handling outgoing (outbound) traffic.

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Status Shows the last call flow module that is used.
Example: A customer makes a call to the call centre. The first module
that is used is the starter. The starter will transfer the call to a clock, to
check the opening hours of the office. The clock transfers the call to an
attendant. The customer makes a choice in the attendant and the call
is transferred to a router. Finally an agent assigned to the router
answerers the call.
In this example the status will be "starter" followed by "clock" then
"attendant" and finally "router".

Time How long ago the status of the call flow handler changed. Every time
the call flow handler is selected for incoming traffic, outbound traffic and
when the line is set idle again, the timer starts counting from zero.
The format is MM:SS. If the counter exceeds 60 minutes the format
changes in HH:MM:SS

Line IVR channel number

Note: All values in the CallFlow Monitor will be reset to zero at midnight.

5.2. Router Monitoring

Router monitoring enables you to view the status and activity of routers. Not only
router information can be retrieved, also agent information is displayed, E-mail
information and outbound services. You can open more than one monitor
simultaneously, if desired. The second monitor will be opened in a new window.

The router monitor also monitors the online state of agents and the number of calls
transferred to a router.

Be aware that not all calls to the call centre will result in a router call. It is possible that
callers are transferred to an operator or that the call is re-routed because of an option
in an attendant module.

It is possible that routers are also used to perform Outbound calls. These calls are not
considered as normal router calls and therefore not added to the "Calls Today" value.

Note: All values in the Router Monitor will be reset to zero at midnight.

To open the Router Monitor, explode monitors from the Explorer and select Router
or click from the Toolbar. To close a monitor window, click again.

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 Figure 5-2 "Router monitor" shows an example of a Router Monitor, with the router
"Sales" selected.

Figure 5-2 Router monitor

The Router monitor displays information for the selected router. Select a router by
clicking the pull down menu and select a router from the listed routers.

It is also possible to display information for all created routers. Select All Routers from
the pull down menu.

The upper part of the window displays call information for the selected router.

The following information is available:

Router The name of the router being monitored in this window at this time. If
more than one router exists, you can select another router by clicking
the pull down menu and select a router from the list. It is also possible
to select "all Routers"

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Calls today The number of calls transferred to the selected router today.

Be aware that this also includes "abandoned" and "not answered"

calls, and outbound calls that go via this router.

Queue Length The horizontal bar that is displayed shows the length of the queue as
a fraction of the maximum queue length.

The actual number of callers in the queue is displayed to the right of

the horizontal bar.

Max Waiting The horizontal bar shows the "in queue time" of the longest waiting
caller. The actual time, is displayed to the right of the horizontal bar.

Ready Agents The number of agents who are currently logged in and set "ready" to
receive calls.

The number of "ready" agents is displayed to the right of the

horizontal bar.

If one router is selected only those agents who are assigned to that
router will be displayed as ready agents. If all routers are selected all
agents assigned to routers are used to calculate the number of ready
agents.

Service level Most call centres define "service" as the time it takes for an agent to
answer their phone when it starts ringing. This is also true for
Contact@Net 250. If the service level for this router is set to 20
seconds, all calls that are answered within that time are considered
"within service level". The graph shows the number of calls answered
within the defined service level time, as a percentage of all calls
received by this router today. The percentage of calls answered
within "service level time" is graphically represented by the horizontal
bar, and shown as a numeric value to the right of the horizontal bar.

Be aware that the service level is calculated from the agent alerting
time accumulated with the queue time of the caller.

When all routers are selected the service level is an average for all
routers.

41
 By clicking one of the following buttons from the toolbar you can see detailed
information related to routers, agents, Outbound Services and E-mail activity.

To view agent activity. Explained in 5.2.1. "Agent Activity".

To view Queue information. Explained in 5.2.2. "Queue Activity".

To view performance graphs. Explained in 5.2.3. "Performance

Graphs".

To view Mail activities. Explained in 5.2.4. "E-mail Activity".

To view Outbound Services. Explained in 5.2.5. "Outbound Service

Activity".

5.2.1. Agent Activity

In the lower part of the window all agents belonging to the selected router are
displayed.

Per agent is displayed what the state of the agent is at this time. As shown in Figure
5-2 "Router monitor" each agent is represented by an icon. The icon will change in
colour and appearance to show the current status of the agent.

Agent is logged in and "ready" to receive calls.

Agent's phone is ringing (ready and ringing).

Agent gets a private call (ready and private ringing).

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 Agent is talking to a caller (ready and busy).

Agent is talking to a caller (ready and private busy).

Call suspended, for example while an option menu is being offered

Agent is performing "After Call Work".

After a call is completed, agents are allowed a period of time in which
they can perform any follow-up activities that are related to the call. The
agent will not be "ready" to receive calls until this period is over. Unless
they manually set themselves ready before this period has expired.

Agent is logged in but switched "not ready". No routed calls will be

transferred to the agent extension.

Agent is logged off. No routed calls will be transferred to the agent

extension.

A combination of icons is possible, e.g. means Agent not ready, ringing.

Besides the icon showing the agent state also other information, related to the agent
is displayed:

Agent The agent short name.

Group The group to which the agent is assigned. If an agent is assigned to more
than one group, the agent is listed for each group.

Time Time since the agent status was changed. For example, how long they
have been "in a call" or "waiting for a call" or "set not ready". In the format
HH:MM:SS

Calls Number of calls handled by this agent during this day.

Status Status of the agent related to the agent state icon. An agent can be in one
of the following "states":

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 - Logged on
- Ready
- Not Ready
- Logged off

Since The moment in time the agent status was changed for the last time. In the
format HH:MM:SS.

Extension The agent internal telephone extension.

Call Status The status of the internal phone extension. Free or busy.

There are two possibilities to view the agents: detailed view and list view.

If you select from the toolbar, the list view is activated. Only the agent name and
the time the agent state was changed is displayed.

If you select from the toolbar, the detailed view is activated. The complete agent
information is displayed.

5.2.2. Queue Activity

Click on from the toolbar to view the queue status for all callers waiting in the
queue for the selected router.

Figure 5-3 Queue monitor

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Figure 5-3 "Queue monitor" shows the number of callers who are currently waiting for
an agent to pick up their phone. For each caller in the queue the following information
is displayed:

Entry If a name is displayed the call is queued but already offered to an agents. When
only a green star is displayed the call is queued and waiting to be transferred
to an agent. An orange star indicates that the call is suspended, for example
while an option menu is being offered.
Prio The priority of the caller. A call can be offered to a router with a priority on a
scale of 1 up to 10. Callers with the highest priority will be transferred to an
agent as soon an agent becomes available. The default priority is 1.
Time How long the caller is queued on this router. Calculated from the moment the
caller is accepted by the router.
Skill1 A call can be transferred to a router with a maximum of two skills. If the call is
Skill2 transferred to the router with skills, these skills will be listed in the skill1 and
skill2 columns.

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 5.2.3. Performance Graphs

Click on the button on the toolbar to view performance graphs.

Figure 5-4 Performance graphs

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The performance graph is an indication of the situation of the call centre in the last 15
minutes. The performance graphs shows the following information:

- Total calls
The total number of calls transferred to the router displayed in a graph.

- Performance (%)
The percentage of answered calls in relation to not answered calls are displayed
in a blue graph line.
The Service level is represented in a red line and shows the percentage of
answered calls within the specified service level time.

5.2.4. E-mail Activity

The Contact@Net 250 is featured with an E-mail routing module. This module offers
the possibility to distribute E-mail to the best matching agent. E-mail activity can be
monitored just like you monitor router and agent activity.

Note: There are two types of E-mail handling possible in a Contact@Net 250. Back
ground E-mail and foreground E-mail.
Only foreground E-mail can be monitored.

Click on the button on the toolbar to activate the Mail view.

The following window is displayed.

Figure 5-5 E-mail monitor

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 All E-mail that is transferred to the agents of the selected router and waiting for a
replay are displayed in this window. The following information is available.

Entry If a name is displayed the E-mail is transferred to an agent but not replied yet.
When only a green star is displayed the E-mail is waiting for a ready agent.

Prio The priority of the E-mail. An E-mail can be offered to a router with a priority on
a scale of 1 up to 10. E-mail with the highest priority will be transferred to an
agent as soon as an agent becomes available. The default priority is 1.

Time How long the E-mail is queued on this router.

Skill1 E-mail can be transferred to a router with a maximum of two skills. If the E-mail
is transferred to the router with skills, these skills will be listed in the skill1 and
skill2 field.

5.2.5. Outbound Service Activity

Besides receiving inbound calls to the call centre, the Contact@Net 250 is also
equipped with an Outbound Service module. This module makes it possible to start
outbound services. The Outbound Service monitor displays the number of outbound
calls waiting for a ready agent or a moment to be dialled out.

Click on the button on the toolbar to activate the Outbound Service view. The
following window appears.

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Figure 5-6 Outbound Service monitor window

In the outbound monitor all outbound calls (also called contacts) are displayed that will
be made by the outbound service. During the creation of an outbound service a router
must be selected. The agents of the selected router will be used to handle the
outbound calls. Select the router that is used to handle the outbound calls. The
following information is displayed.

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 Entry A green star in the entry column indicates that the outbound call is waiting for
a ready agent.

A green star with an alarm bell and the name of an agent indicates that the
outbound call is alerting on the displayed agent.

When no information is displayed in the entry column, the outbound call was
made but no contact was reached. The system will try a number of times to
reach the contact. The moment the outbound call is activated again the green
star will appear again. The moment the contact is reached, the call will
disappear from the monitor window.

Prio It is possible to enter a priority per contact. Contacts with a higher priority will
be activated before contacts with a lower priority.

Time The time the outbound call is waiting to be made. This may be a long time. A
contact will be activated and perhaps the attempt was not successful for
several times (no answer, busy). The system will retry the call after a number
of minuted. During this process the contact will be displayed in the outbound
monitor until the attempt was successful or the number of tries exceeds the
number of times specified during the creation of the outbound service.

Skill1 Outbound calls can be transferred to a router with a maximum of two skills. If
the outbound call is transferred to the router with skills, these skills will be listed
in the skill1 and skill2 field.

5.2.6. Alarm Settings for the Router Monitor

As shown in Figure 5-2 "Router monitor" the router monitor displays the Queue length,
Max waiting (longest waiting call), Ready agents and Service level. These values are
listed in a graph and the exact value is listed on the right side of the graph. The graph
view is an indication and used to signal if values are exceeding in such a way that the
normal progress in the call centre is affected. Examples are the number of callers in
the queue and the number of ready agents.

The colour of the graph bar may change from green to orange and finally into red. It
is possible to specify two alarm thresholds per value. The alarms are using the colours
green, orange and red.

50
- Green:
Business as usual and the performance is within accepted and agreed limits.

- Orange:
Orange indicates that the performance is changed negatively. The normal
progress in the call centre may be affected. Orange should trigger the supervisor
to investigate the reason why the progress is affected and should take appropriate
actions.

- Red:
The progress in the call Centre will be affected. There are not enough ready
agents to handle the daily business or for whatever reason, more callers than
normal are calling and therefore the Number of callers in the Queue is
unacceptable high.

Let us take the Service level value as an example to explain the alarm thresholds.

In a call centre is agreed with the agents that 80 % of the calls must be answered
within 30 seconds. It is accepted that (because of busy periods during the day) the
Service level drops to 70 % during a short period of the day. In this situation the
Service level on the router monitor will be set in such a way that between 100 % and
80 % the graph bar is green. Between 80 % and 70 % the graph bar is orange and if
the Service level drops below 70 % the graph bar colour is changed into red.

Note: The agreed and realistic values for alarming will differ per call centre.
In some call centre a Service level of 50 % is acceptable in others perhaps 90
% The agreed values highly depends on the nature of the call centre.

To make changes to the Alarm settings click from the toolbar. The following
window will appear.

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 Figure 5-7 Alarm Threshold configuration window.

The threshold values are stored per router. The thresholds of the selected router in
the router monitor will be changed during this session.

Enter the required values by typing the value in the appropriate field or use the up and
down buttons the enter the value. Click OK to save the changes.

5.3. Email Monitoring

Email monitoring enables you to monitor all e-mail activity, e-mail by e-mail, displaying
the whole life cycle per e-mail conversation (received e-mail, reply of the agent, reply
of the customer, forward to other agent or other scenarios).

To open the Email Monitor, explode monitors from the Explorer and select Email.

Figure 5-8 "Email monitor" shows an example of an Email Monitor. Note that the body
of the email can be html displayed.

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Figure 5-8 Email monitor

The email conversations are displayed above, and clicking on one you can get all
emails from this conversations listed. Going more into details, every email from this
list can be displayed such that even its body can be read.

The emails are deleted according to the rules defined in the Email Account Rules
ONLY if they reach the status "handled". If a situation occurs in which an email cannot
be handled, you can remove it manually.

1. Select the required email conversation.

2. Right click and select Mark for deletion.
3. Click OK in the confirmation window to set the status to "Closed". This will set the
status of all emails in this conversation to "Handled". Now the emails will be
(automatically) deleted.

The displayed status of the conversation in the Email Monitor will be changed only if
refresh timeout (30 sec) or refreshed by hand.

53
 For more information about Email Account Rules, please refer to the Administrator
Guide.

54
6. FLOORPLANS
A floorplan is used to give the position of the agent desks in the office as well as
information about the status of the agents (ready, not ready, logged off). You can see
at a glance, all the activities that take place in your contact centre. For instance, if an
agent is not responding, although he is at his desk, you can take action immediately.

Figure 6-1 Floorplan overview

6.1. Create a Floorplan

To create your floorplan, add agent extensions to your floorplan. Select new from the
Edit menu. The following window appears.

Figure 6-2 Agent extension selection window

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 In each floorplan up to 40 seats can be defined. All agent extensions are listed in a
pull-down menu. Select the required agent extension from the list. When an agent
performs a logon, the agent name will be linked to the selected extension. When all
agent extensions are used in the floorplan, the pull down menu is empty.

Organize the floorplan frames according the office environment.

The moment the floorplan is created, it is active as well. By selecting Floorplans in the
UCS Explorer or Shortcut view, you return to the floorplan survey.

Figure 6-3 Floorplan survey

6.2. Modify a Floorplan

After a floorplan is created you can modify it. It is possible to delete agents, move them
to another location on the floorplan or create new agents.

Deleting an agent
Right mouse click on the agent and select Delete from the menu. The agent will
disappear from your floorplan and is available again in the "new extension list" as
mentioned in the previous paragraph.
Moving an agent to another position
Select the agent with a left mouse click, hold and drag the agent to the required
location.
Adding a new agent
See 6.1. "Create a Floorplan".
Loading a background bitmap
You can change the background of the floorplan by selecting another bitmap
image. This file must be in the same folder as the UCS Manager application is
placed in.
Sharing a floorplan
Select a floorplan. Click the Properties button and select Shared access in the
Floorplan Properties window.

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6.3. Monitoring a Floorplan

In the agent frame you see the name of the agent, his phone number, status of the
agent and the time this status is active.

The floorplan status symbols display all possible agent statuses. The used icons are
the same as used in the router monitor. For a complete overview, see 5.2. "Router
Monitoring".

The agent frame displays if the agent is ready, not ready or logged off.

Agent Ready

The ready status of the agents is shown as follows on the floorplan.

Figure 6-4 Agent ready

Agent Not ready

The not ready status of the agents is shown as follows on the floorplan.

Figure 6-5 Agent not ready

Agent logged off

The logged off status of the agents is shown as follows on the floorplan.

Figure 6-6 Agent Logged off

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 6.4. Floorplan Alarming

Besides monitoring the agents on the floorplan, you can also specify alarming. The
entered value is in minutes and is valid for all agents on the floorplan. There are two
types of alarming available for the floorplan:

Maximum Not Ready Time

By specifying a Maximum not ready time, the system will notify on the floorplan if an
agent exceeds this specified maximum not ready time.

When an agent activates a 'follow-me' or 'call forwarding - all calls' by telephone, the
Contact@Net 250 automatically switches the agent Not Ready. However, when the
follow-me or call forwarding is cancelled, the agent is not automatically switched
Ready. This has to be done manually.

Maximum Busy Time

By specifying a maximum busy time, the system will notify on the floorplan when an
agent is talking on the phone longer than the specified time. If an agent exceeds the
maximum busy time, the Agent frame color changes from green to red.

To set the alarm parameters on the floorplan, click on the properties button or go to
the Edit menu and click Properties. The following window appears:

Figure 6-7 Setting of agent alarms

Enter the required values in minutes and select OK.

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7. DASHBOARD
The Dashboard provides a number of graphs. Each graph shows an aspect of the
performance or activity of the call centre. The graphs are updated "real-time". This
means that as calls are handled, by agents, the performance graphs in dashboard
view are updated accordingly.

The displayed information is related to a router and displayed in a graph. Each graph
represents one router.

For example: all agents are busy. No callers are currently in the queue and another
call arrives. The caller must be placed in a "queue" until an agent is available to accept
the call.

In Dashboard view, the "Queue Length" graph will immediately be updated to show
there is one caller in the queue. When an agent accepts the call, the Queue Length
graph will be updated, showing no callers in the queue. Click on the button to
display the Dashboard view.

Figure 7-1 The Dashboard view

In the example window, two routers are created in the call flow (Service and Sales).
Each router is represented by a graph per monitor item. The following items are

59
 displayed in the dashboard view:

- Queue length
This graph shows the number of callers in the queue. The number of waiting
callers are listed are listed per router.

- Maximum time in queue

This graph shows the longest waiting caller, currently in the queue.

- Agent call duration

This is the average call duration (number of calls divided by total duration of all
calls today) for routed calls for all agents belonging to the listed router.

- Total calls
This graph shows the total number of calls to the listed router today at this
moment.

- Performance
This graph shows the following information for the day:
- The upper (green) bar shows the "service level". Service level is defined as the
number of calls answered by agents within the defined service level time,
stated as a percentage of the total number of calls received.
- The lower (blue) bar shows the number of answered calls. Note that this figure
does not include calls that were "abandoned" (that is to say, when the caller
puts down the phone before an agent answers).

- Agent status
As you can see from the key beneath the Agent status graph:
- The blue portion of the graph shows the number of logged off agents.
- The red portion of the graph shows the number of logged on agents that are
switched not ready.
- The green portion of the graph shows the number of logged on and ready
agents.

7.1. Customising the Dashboard

You can choose which of these graphs are displayed on the Dashboard. Maybe you're
just interested in a particular graph.

To customise the Dashboard:

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1. In the Dashboard toolbar, click the Properties button. The Configure dashboard
dialog is displayed.
2. You will notice the check box beside each graph is checked (there is a tick in the
box). This means that all graphs are included in dashboard view. If you don't want
to see a particular graph, click on that graph's check box, so that the tick
disappears. This removes the graph from the Dashboard. Click OK.

Figure 7-2 Configure dashboard dialog

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 8. REPORTS
The UCS Manager enables you to define and generate a variety of reports about the
activity and performance of the Contact@Net call centre.

This chapter explains how to create, organise and schedule reports. All reports are
explained in great detail in chapter 9. "REPORTING EXPLAINED".

The following list gives a brief description of the available reports.

Abandoned Calls Displays information about the number of abandoned

Analysis calls, callback requests and aborted calls. Also displayed
is the time when the customer performed that action.

Agent Analysis Displays agent information per time segment. The report
contains routed call information but also outgoing and DDI
call information.

Agent E-mail Provides information concerning E-mail sent to agents

Performance The report list per agent the number of received E-mails
and reports if E-mail is answered.

Agent Performance This report displays agent information related to one or

more routers. Report is generated per router but contains
more information than the information for this specific
router.

The report lists information for an agent per line.

Application Prompts Lists all application prompts, whether they are used or not
used in a call flow.
Call Types Displays the number of times agents entered a Call Type.
Note: Call Types are assigned to agents and not to calls.
The last part of the report lists the total number of entered
call types per call type during the report period.

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E-mail Services Lists information concerning E-mail activity within the
scope of the Contact@Net 250. The report shows all
inbound E-mail activity for the entire Contact@Net 250.
The report can be generated per E-mail service created in
the E-mail module.

Event Log Mainly used by system managers and installation

engineers when testing or analysing the system.

Lists all kind of event information related to agents or

routers. Examples are: Status changes of agents, Forced
not ready status on agents, No available agents found on
requested skills.

Identification Services Lists all known callers for the selected Identification
modules.

Message Box Resource Lists voice mail message data like number of (un)read
messages and disk use.

Not Ready Reasons Displays the date and time agents switch to the not ready
(Enhanced) state with a pre-defined not ready reason. The last part of
the report lists the total number of entered not ready
reasons per not ready reason during the report period.

The Enhanced report also shows the Total Not Ready

Time.

Outbound Services Displays information concerning outbound services; start

time of the service and the result of the calls managed by
the service.

Outbound Services Displays information concerning outbound services. The

Analysis same information is displayed as in the outbound
Services report. The difference is the way the information
is displayed.

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 Router Analysis Displays the same information as the router part of the
summary report. Only the information regarding
performance issues is listed in a separate report.
Difference is the way the information is displayed. In the
Router analysis report the information is displayed in time
segments.

Router Performance Offers insight information concerning performance issues

Analysis related to routers.

Router Skills Lists information concerning the skill request for the
selected router.

Starter Analysis Displays the same information as the Starter part of the
summary report. Difference is the way the information is
displayed. In the Starter analysis report the information is
displayed in time segments.

Summary Lists information for starters, end call modules, attendant

menus, transfers and routers.

The router information is listed in a separate part of the

report.

System Prompts Lists all system prompts, whether they are used or not
used in a call flow.

User Applications Lists subject of the user application and frequency of

occurrence during report period.

8.1. Defining and Generating Reports

There are two distinct processes involved in printing a report:

1. Defining the report

This involves defining the parameters for the report. These parameters include for
instance: routers, agents, E-mail service etc. The used parameters differs per
report. You also have to specify the report coverage (today, yesterday, last week,
last month). You must choose an output medium (this means you must decide
whether the generated report will be printed, saved as a file, published as a web
page, etc.). Finally, you must give the report a name. Once the report has been

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 defined, you can save it.
To guide you through the process of defining a report, the Reports Wizard displays
a sequence of dialog boxes. In each dialog box, you provide information about the
report you want to define. When you generate the report, the information you
provided in the dialog boxes is used to extract the appropriate data from the
database.
After the report is defined the report exists as a line in the report window. You can
consider this report as a kind of template.
Almost all selections made during the Report Wizard process can be changed
after the report is defined by selection the report properties.

2. Generating the report

Once the report has been defined, named and saved, you can generate it.
Defining a report is basically creating a template. Only by double clicking on the
report template line a real report is generated. The report will be generated in the
output medium you specified during the report definition.

Once it has been defined, a report can be viewed in a number of ways:

1. Previewed on screen.
2. Printed.
3. Sent as E-mail. The format of the report when it is send via mail is HTML.
4. Published as web page. A file will be generated in the HTML format.

The created report template lines are listed in the report window

8.2. Previewing Reports

When you choose "preview report on screen" as the output option, the report will be
displayed on screen. This is useful, especially for large reports, as you can check that
the correct information is included in the report, before printing to paper or publishing
on the web.

While a report is previewed on screen, you can make some additional changes to the
format and layout. Also the report can be saved as Word or Excel file. A portion of a
"previewed" report is shown below.

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 Figure 8-1 The "report preview"

Note the row of buttons on the toolbar:

Click the printer button to print the report

Click the magnification button to toggle between a small, and magnified

view of the report

These 3 buttons enable you to: view a single page of the report; view 2 pages
and view multiple pages. The report should be 2 or more pages in length in
order to obtain any benefit from changing views. If you select the "view
multiple pages" option, a pop up menu is displayed, from which you can
choose the multiple pages view you prefer.

Exports the report in Word or Excel format. When you click on the button, a
drop down list is displayed offering the exporting options for this report. If you
choose to do this, you will be prompted to specify the name and location of
the output file. Some reports are not suited to all of these exporting options.
Inappropriate options are "greyed-out". You cannot select them. Note that
the layout of the report may be affected when the report is opened in Word.
Close Click on this button to close the report.

The listed buttons are not appropriate to all of the report types. Buttons that cannot be
used on a particular report are "greyed out". This prevents you from trying to use them.

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8.3. Defining Reports using the Report Wizard

The report wizard is used to define new reports. Every report has its own selections
and settings therefore this section explains the Report wizard in general. It is intended
to provide an overview of the report definition process.

8.3.1. To Define a New Report:

Click the button from the Reports toolbar. The Report Wizard dialog box is
displayed.

Figure 8-2 Report Wizard dialog box

All possible reports are listed in the "Report type" list box. Make your selection.

Click on Next to continue (or click on Cancel, to cancel and close the dialog box). After
selecting Next a new dialog box is displayed.

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 Figure 8-3 Report field selection window

Note that the information you must provide varies, depending on the report you want
to define.

During the creation of a report you can view or hide report fields. This offers you the
freedom to customise the reports in such away that a report only gives the desired
information.

In Figure 8-3 "Report field selection window" all possible fields of the Agent
Performance report are displayed on the left hand side of the window. Only fields that
are displayed in the right hand side of the window will be in the report. Click or
double click a field to move a field description from Available fields to Selected fields.
All selected fields will be displayed in the report. If you click all available fields will
be displayed on the report. Use the and buttons to move fields from the
selected fields to the available field.

Not all fields can be removed from the report. Some fields are required. In the example
window in Figure 8-3 "Report field selection window" the field selection is displayed
for an Agent Performance report. In this report the "Name" and "Router" field can not
be left out of the report. This is because the "Name" is the agent name and the "Rout-
er" is used to list which calls of the agent are handled by which router. If you would
leave out these parameters the report would not be complete and difficult to read.

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Note: Not all reports have the possibility to hide or view fields from the report.
For each report different fields are displayed related to the nature of the report.

After you made your selection regarding the fields that must be displayed in the
window, click Next.

The following window appears.

Figure 8-4 Router selection window

During the report creation one ore more selection windows may appear. For the Agent
Performance report the first selection window is the router selection window. By
selecting one or more routers, more information will be included related to the select
items.

Double click or use the button to move an item to the right hand side of the window.
Only items displayed on the right hand side of the window will be used in the report.
Click to move all items to the right hand side of the window.

Use the and buttons to remove items from the report.

Note: The number of selection windows differs per report type. Some reports have
no selection window and others have more than one. The report wizard will
display all selection windows possible for a specific report during the creation
of the report.

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 Select Next to continue with the next window in the report wizard.

Figure 8-5 Reporting period window

Select the required reporting period. Before you select a report period, please note
that there are two ways to specify the report coverage:

1. Relative:
The relative report coverage is related to the moment the report is activated:
Today, Yesterday, Last week and Last month.
Example: If you select "Yesterday" and you generate the report on February 20, it
will print the figures for February 19. If you double click the same report one week
later, it will print the figures for February 26.
So you can define a report for "Last week" and use the same report for an every
week report.
If you select "last week" the report will contain information from the last complete
week, starting on Sunday 00:00 and ending on the next Saturday 23:59.
If you select "last month" the report will contain information from the first complete
month before the report is generated. Starting on the first calendar day of the
month and ending on the last calendar day of the month.
2. Absolute:
By selecting "Other period" from the period window, you can specify a date or date
range, for the report. The report covers that period and is fixed.
For example, you define a report for the date range January 1, 2003 to April 1,

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 2003. If you generate that report 1 week later, the figures for January 1, 2003 to
April 1, 2003 will be printed, again.
Only use "Other period" if you are creating a report for a specific time and no re-
use of the report is required.
If you choose Other Period, you must enter the start and end date in the format:
mm/dd/yyyy. For example, 16th September 2003 would be typed 09/16/2003.

Click on Next.

Figure 8-6 Setting the office hours and aggregation

Some reports are displayed in time slices. Example: the agent performance report
displays information related to agents. The information is displayed in one line of
information per agent. The agent performance analysis report displays the same
information not in a one line per agent view but in time slices over the day. All analysis
reports are displayed in this format.

If you are creating an analysis report you can specify office hours and aggregation.

Office Hours

You are now prompted to enter the office hours for the report. There are two reasons
for doing this:

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 1. If you don't specify office hours and your call centre is closed in the evenings, your
report will include a lot of unnecessary information. (For example: "Between 00:00
and 00:15 there were no calls; between 00:15 and 00:30, there were no calls" and
so on, until your call centre opens at 9:00 AM. You probably don't want this
information).
2. If your call centre works on a shift basis, for example, 3x8 hour shifts, you may
want to report on the activity on a "shift by shift" basis. Enter the office hours in the
24 hour clock format: hh:mm. For example, 3:30 PM would be typed as 15:30.
If you want to obtain a report for the full 24 hours, enter From: 00:00 and To: 23:59.

Aggregation

The selected aggregation determines how the time slices are displayed. The smallest
period is 15 minutes and the longest period is a month.

Example: when you select "Hour", all calls or events are listed on one line in slices of
an hour.

Be aware that for a daily report (report period "Today" or "Yesterday") an aggregation
of an hour is a good value. If you create a monthly report (report period "Last month")
with an aggregation of a Quarter, a report of 30 pages is produced. For that type of
reports it is recommended to select "weekday" or "calenderday". When you select
"Minutes" you can also select the number of minutes from the pull down menu.

Select Next.

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Figure 8-7 Options when to make the report

Clear the Generate report after finish check box when you do not want to generate
the report as soon as you click Finish. Now the report will only be defined and not
generated until you double click on it in the report list.

When agents log in or out by picking up their handset and keying in digits, this is
recorded as an outgoing call. Outgoing calls appear on reports. This can make it
difficult to read the useful information about real outgoing calls. By setting an
Outgoing Call Time Limit, you can filter out all non call centre calls shorter than
the time value you specify here. Longer outgoing calls, for example to friends or
colleagues, will be included in reports. Ten seconds should be long enough for an
agent to dial a code and prefix.

Select Next.

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 Figure 8-8 Selecting the output medium for the report

As you can see in Figure 8-8 "Selecting the output medium for the report", the report
can be generated in a number of ways:

Preview on screen Displays the report on screen. It's a good idea to preview
reports, as it gives you a chance to check them before printing.

Printer Sends the report to the connected (network) printer.

Send as E-mail Saves the report as HTML file and sends it to the person
whose E-mail address you specify.
It is possible to send the report to more than one address.
Enter a comma and a space after the first address and enter
the next E-mail address.

Publish as web page Saves the report in HTML format. Check "Publish as web
page" and navigate to the location where you would like to
save this report. A report name will be generated, so do not
enter one yourself.
If you check "Start webbrowser" the report will be directly
opened in Internet Explorer.

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Select the output option you want from this list and click Next.

Figure 8-9 Specify a name for the report

In the next dialog box you can type a name for the report, if you wish. UCS Manager
will create a default report name for you, based on the type of report, the date range
and the output medium you chose. If you decide to change the report name, make
sure the new name is unique and will identify the report in future. Make sure you
choose a memorable, meaningful name for the report.

Click Finish. The report you have specified will be saved in the format you requested
and included in the list of reports, that was described earlier in this section.

If you check "Schedule report", you can run the same report automatically more than
one time.

Check "Scheduling report" and click Next.

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 Figure 8-10 Report Scheduling tab

A report can be scheduled every hour, day, week or month. The selected schedule is
related to the selected report coverage, described earlier during this chapter.

Select the required schedule interval and enter the first time the report should be
generated in the format "MM/DD/YYYY HH:MM".

Once you have scheduled a report, scheduling information is displayed in the reports
list window.

Select Finish to save the report template you created.

To generate the report once it has been defined and saved, double click on the report
in the report list.

Note: If you accidentally click Next and want to change a setting you made earlier,
you can click on Back, one or more times, until the setting you want to change
is displayed. Change the setting and click on Next one or more times to resume
the report definition.

If you would like to change settings from an already existing report, right mouse click
the report in the report list and select Properties from the menu and the report wizard
will start.

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Use the Next button to navigate to the window where you would like to make changes
and save the changes by clicking the Finish button in the end.

8.4. Listing Reports

After reports are created with the report wizard, the reports are listed in the report
window. Figure 8-11 "Report list window" shows an example of a report list window.

Figure 8-11 Report list window

All created reports are displayed. Each report type has a unique icon, derived from the
report name.

Note: Only reports are displayed which are created by the person who is logged in
that this moment.
Example: a user account is created for Supervisor Susan. Susan creates a
number of reports. Susan performs a logoff and Carl performs a logon to the
UCS Manager. Carl select Reports from the explorer view or short cut bar. The
reports created by Susan will not be displayed.

The following information can be retrieved from the report list window:

Report: The name of the report as entered during the creation of the
report.

Type: The report type, selected during the creation of the report.

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 Report Selections: All selections that are made during the creation of the report.
Examples are: agents, routers, not ready reasons etc.

Not all selections are visible. If you would like to see all
selections, "drag and drop" the right hand column border to
the right until the complete list is visible.

Period: The selected report coverage.

Period from: The start date and time of the report coverage (when during
the report creation for the report period "Other period" was
selected).

Period to: The end date and time of the report coverage (when during
the report creation for the report period "Other period" was
selected).

Output: The chosen output format during the creation of the report.

Schedule: The schedule selected during the creation of the report.

All these parameters can be changed, except for the report type. If you would like to
change the report type, a new report needs to be created.

You can sort on the above listed parameters. Click on one of the parameters and the
reports will be sorted according the selected parameter. Example If you would like to
list reports sorted on report type, click Type. The reports will be listed per report type.
Select report and the reports will be listed in alphabetical order.

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9. REPORTING EXPLAINED
This chapter provides detailed information concerning all standard reports that can be
generated with a Contact@Net 250 application. For every report a general
explanation is given and all report parameters are explained. As much as possible
examples are used to make the explanation as understandable as possible.

Per report is also listed which selection possibilities there are. For example report for
all routers or only one router; agent report for all agents or only for one specific agent.

9.1. Understanding Reports

Understanding reports is only possible when you also understand the call flow
behavior and the interaction between call flow modules. The more complex the call
flow, the more complex the reporting is as well.

Please read the following call scenario:

A caller calls the number of a call centre.

Before the agent phone begins to ring, maybe the caller has to listen to an
announcement message ("Welcome to our company").
The openings hours of the company are checked via a clock module.
After the clock module the caller is offered an attendant menu where the caller can
choose between several options.
The caller pressed the key that route his call to a router, a router module is selected.
When all agents, assigned to this router, are busy, the caller will be queued until an
agent is available or until the maximum queue time is expired.
When an agent becomes available the call will be transferred to this agent.
Then the agent extension starts ringing (alerting) and most likely the agent will answer
the call.

A number of important remarks can be made regarding the above described call
scenario:

- In Figure 9-1 "Stages of a call" you can see that a call results in a call flow period
and a talk period.

- The call is entering the Contact@Net 250 from a starter line and only when an
agent answers the call, the call results in an answered call.
If the caller disconnects during the starter period, only a starter call is created.

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 Therefore this call will not result in a router call. So not all calls to the call centre
will result in real calls (router calls).
So be aware that the number of starter calls differs from the number of router calls.

- After the starter module, the call is transferred to the clock. The clock is used to
check the opening hours of the call centre or to check if agents are available during
a specific time.
When the caller calls outside working hours the call will probably be transferred to
the operator or even a disconnect is possible.
Again this call can result in a starter call only.

- If the caller is calling during the office hours the call will be routed to the auto
attendant (point C in Figure 9-1 "Stages of a call").
The attendant module can be configured with one up to 10 choices. The use of an
attendant module makes understanding reports more difficult because more
choices are possible.
In this example there are two choices:
- If the caller selects the operator option, the call will be transferred to the
operator. The final result for reporting will be that this call is listed in the
summary report as starter call, attendant call and also as transfer call.
- The caller presses the key that routes the call to the router. When the call is
transferred to the router, the router will search for an available agent. If all
agents are busy the call will be queued. If the caller disconnects while being
queued, then the call result is an abandoned call.
Note that the call is abandoned during the "re router" period. The result for
reporting will be that this call will be listed in the summary report as starter call,
attendant call. Also the call will be listed as offered call to a router in the
summary report and listed in the abandoned calls report.
When an agent is available, the call will be transferred to the agent. In that case
the call will also appear in agent reports as routed call.

- In Figure 9-1 "Stages of a call" you can see that when a call is transferred to the
router, the time the call spends on the router is divided in three sections. The
queue and alerting time is called the response time. The response time is used to
calculate the service level per router. The alerting time is used in the agent
performance report to calculate the service level per agent.

The purpose of the previous remarks is to make you aware that a call will result in
information for several reports and that one call will result in several calls listed per
module.

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 Starter A

Clock B Transfer Operator

Attendant C

Router D

Queue time Alerting time Talk time

Caller in Call Flow time Talk time

Figure 9-1 Stages of a call

9.2. Summary

This report lists information for the modules, starters, transfers and routers. The report
contains three areas: Starters, Transfer and Routers. Information is only shown if
there was activity during the report period.

9.2.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for a summary report.

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 1. Activate the report wizard.
2. Select Summary from the Report type pull down menu.
3. Select the required report period.
4. Choose the required output format.
5. Enter an understandable name for the summary report.
If the report must be scheduled, check the "Schedule Report" check box and enter
the required schedule interval and the moment the report must be created the first
time.
6. Select Finish.

9.2.2. Report Parameters

Default action: If a caller reaches a Starter module for which the dialled number
information was not defined in the starter lines, it will end up in a
Default Action. It is possible to select a special mode for all
starters. When the special mode is selected, all calls will be
transferred to one destination. These calls will be listed as "default
action as well.

Starters: The starter name is the same as the starter name used in the call
flow.

Number of calls: The number of times a call is made to the listed starter.

Starter duration: The time the caller is parked on the starter, default action or
attendant. This is the time a caller occupies a dialogic line. The
time the call is parked on the dialogic line is the time, the call
arrives at the line until agents answer the call or until the call is
transferred outside the Contact@Net 250. Listed in minimum,
average and maximum. Format MM:SS.

Abandoned: Total number of abandoned calls during the starter, clock and
other call flow module until the call is accepted by a router.
Abandoned calls during the router period are listed separately in
the router section of the summary report.

Total: The total number of calls handled by all starters, default action
and attendants. The duration, listed under "total" is the shortest
duration, average duration and the longest duration. Listed in the
format MM:SS.

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Transfer: All calls transferred from the Contact@Net 250 are listed. The
names of the transfers are retrieved from the created transfer
modules. The calls are listed as success, busy, no answer and
errors. Note: When the transfer is performed as blind transfer, no
information is available concerning no answer or errors. This
results in 100 % success even when the transfer fails for whatever
reason.

Router name: The name of the router is derived from the name entered in the
call flow.

Calls offered: Number of calls offered to the router.

Full: Number of calls rejected or re-routed because of queue full

situation.

No agent: Number of calls rejected or re-routed because of no ready agents

(all agents switched "not ready").

Abandoned: Number of times a caller disconnects while being queued during

the router period.

Abandoned after: The time the caller stays queued on the router before
disconnecting. Listed as minimum, average and maximum.
Format MM:SS.

Answered: Number of calls offered to this router, that are really answered by
agents assigned to this router.

Response time: Time until the agent answers the call. Listed in minimum, average
and maximum. Format MM:SS. Note: The "response time" is the
time the caller spends on the router including agent alerting time.

Call duration: Time the agent spends on routed calls. Listed in minimum,
average and maximum. Format MM:SS.

Callback request: The number of times, callers stopped waiting in a queue via a call
back request.

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 Abort: Number of calls offered to this router that were aborted via an
option menu.

Abort after: Listed in minimum, average and maximum. Format MM:SS. Note:
The abort time is the time the caller spends on the router.

Queue time out: Number of rejected or re-routed calls because of queue time out.

Service level: Achieved service level for that router. Suppose a service level of
30 seconds is entered for a router. When all calls are answered
within 30 seconds, the router service level is 100 %. When 50
calls are offered and only 25 are handled within 30 seconds, a
service level of 50 % is listed. Note: Abandoned calls are also
counted to calculate the service level. The time the system uses
to calculate the service level is the time the caller spends on the
router including the alerting time on the agent.

Total: The total calls to all routers displayed with the same parameters
as used for the individual router information.

End Call: Number of calls that are ended via the End call module. One
entry for each End call module that was used to genered an end
call action.

Attendant: Each attendant that handles calls during the report period is listed
in the summary report. The report will list the name of the
attendant module and also how many times each menu choice
was selected by the callers. Also the number of times callers are
send to another module via the error action. Callers who
disconnects (abandoned call) during the attendant period will be
counted as abandoned call on the used starter.

9.3. Starter Analysis

This report displays the same information as the Starter part of the summary report.
Difference is the way the information is displayed. In the Starter analysis report the
information is displayed in time segments. The required time segment is chosen
during the report setup.

Calls offered is the total number of calls listed per starter per segment. This also
includes calls to starters, which result in a default action.

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The call duration is, like in the summary, the time the line is occupied by the starter.
Listed in minimum, average and maximum. Format MM:SS. The values displayed
under the heading "Total" should match with the values from the total number of calls
in the System part of the summary report.

9.3.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for a Starter Analysis report.

1. Activate the report wizard.

2. Select Starter Analysis from the Report type pull down menu.
3. Select the fields that must be included in the report.
Calls offered, Duration, Starter Name and Time can not be left out of the report.
4. The report can be generated for one or more starters.
Move one or more starters to the "Selected Starter Ranges" window.
5. Select the required report period.
6. Select the required "Office hours". If you would like to have a 24 hours report select
from 00:00 to 23:59.
Select the required aggregation (time segment).
7. Choose the required output format.
8. Enter an understandable name for the Starter Analysis report.
If the report must be scheduled, mark the "Schedule Report" check box and enter
the required schedule interval and the moment the report must be created the first
time.
9. Select Finish.

9.3.2. Report Parameters

Default action: If a caller reaches a Starter module for which the dialled number
information was not defined in the starter lines, it will end up in a
Default Action.

Starter(s): The starter name(s) as used in the call flow.

Time: The chosen time period during the report wizard.

Call offer: The number of times a call is made to the listed starter.

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 Duration: The time the caller is parked on the starter, default action or
attendant. This is the time a caller occupies a dialogic line. The time
the call is parked on the dialogic line is the time, the call arrives at the
line until agents answer the call or until the call is transferred outside
the Contact@Net 250. Listed in minimum, average and maximum.
Format MM:SS.

Abandoned: Total number of abandoned calls during the starter, clock and other
call flow module until the call is accepted by a router. Abandoned
calls during the router period are listed separately in the router
analysis report.

Total: The total number of calls handled by the starter during the report
period. The duration, listed under "total" is the shortest duration,
average duration and the longest duration. Listed in the format
MM:SS.

9.4. Router Analysis

This report displays the same information as the router part of the summary report.
Only the information regarding performance issues is listed in a separate report.

Difference is the way the information is displayed. In the Router analysis report the
information is displayed in time segments.

9.4.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for a Router Analysis report.

1. Activate the report wizard.

2. Select Router Analysis from the Report type pull down menu.
3. Select the fields that must be included in the report.
Calls offered, Router Name and Time can not be left out of the report.
4. The report can be generated for one or more routers.
Move one or more routers to the "Selected Routers" window.
5. Select the required report period.
6. Select the required "Office hours". If you would like to have a 24 hours report select
from 00:00 to 23:59. Select the required aggregation (time segment).
7. Choose the required output format.

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8. Enter an understandable name for the Router Analysis report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required schedule interval and the moment the report must be created the first
time.
9. Select Finish.

9.4.2. Report Parameters

Router name(s): Name of the router(s) as entered during creating of the router(s).

Time: Time segment, all calls are listed per time segment, chosen during
the creation of the report.

Call offer: Number of calls offered to the router.

Answered: Number of calls offered to this router that are really answered by
agents assigned to this router.

Abort: Number of calls offered to this router that were aborted via an
option menu.

Abandoned: Number of times the caller disconnects while being queued.

Queue time out: Number of rejected or re-routed calls because of queue time out.

Callback request: The number of times, callers stopped waiting in a queue via a call
back request.

No agent: Number of calls rejected or re-routed because of no ready agents

(all agents switched "not ready").

Full: The number of calls rejected or re-routed because of queue full

situation.

Total: The total number of calls to all routers displayed with the same
parameters as used for the individual router info.

9.5. Router Performance Analysis

This report provides information regarding performance issues related to one or more
routers. The information is displayed in time segments.

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 9.5.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for a Router Performance Analysis report.

1. Activate the report wizard.

2. Select Router Performance Analysis from the Report type pull down menu.
3. Select the fields that must be included in the report.
Calls offered, Router Name and Time can not be left out of the report.
4. The report can be generated for one or more routers.
Move one or more routers to the "Selected Routers" window.
5. Select the required report period.
6. Select the required "Office hours". If you would like to have a 24 hours report select
from 00:00 to 23:59.
Select the required aggregation (time segment).
7. Choose the required output format.
8. Enter an understandable name for the Router Performance Analysis report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required schedule interval and the moment the report must be created the first
time.
9. Select Finish.

9.5.2. Report Parameters

Router name(s): Name of the router(s) as entered during creation of the router(s).

Time: Time segment, all calls are listed per time segment.

Call offer: Number of calls offered to the router.

Response time: The time the caller spends on the router including agent alerting
time. Listed in minimum, average and maximum. Format MM:SS.
Note: The time a caller is queued is also part of the response time.

Duration: Time spent on routed calls.

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Service level: Achieved service level for that router. Suppose a service level of 30
seconds is entered for a router. When all calls are answered within
30 seconds, the router service level is 100 %. When 50 calls are
offered and only 25 are handled within 30 seconds, a service level
of 50 % is listed. Note: Abandoned calls are also counted to
calculate the service level. The time the system uses to calculate
the service level is the time the caller spends on the router including
the alerting time on the agent.

Total: Offered calls accumulated over the report period, Response time
minimum is the shortest answered call, Response time average is
the average for the report period, Response time maximum is the
longest response time during the report period. Service level is the
average service level over the report period.

9.6. Agent Performance

This report displays agent information, related to one or more routers. The report lists
the information for an agent per line.

9.6.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for an Agent Performance report.

1. Activate the report wizard.

2. Select Agent Performance from the Report type pull down menu.
3. Select the fields that must be included in the report.
Agent can not be left out of the report.
4. The report can be generated for one or more routers.
Move one or more routers to the "Selected Routers" window.
5. The report can be generated for one or more agents.
Move one or more agent to the "Selected Agents" window.
6. Select the required report period.
7. Choose the required output format.
8. Enter an understandable name for the Agent Performance report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required schedule interval and the moment the report must be created the first
time.
9. Select Finish.

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 9.6.2. Report Parameters

Agent Agent short name as entered during the creation of the agent.

Logon time: The first time the agent performs a logon during the report period
time is displayed as Logon time. More logons during the report
coverage time will not be displayed.

Note: It is possible that an agent is logged on but no Logon time is

displayed. That indicates that the agent was already logged on
before the report coverage time. A dash "-" displays that situation.

Ready time: The accumulated ready time during the report coverage time.

Routed calls: All calls routed from the selected router(s) to this agent.

Alerting time: The alerting time on the agent extension until the agent answers the
call.

Note: Only routed calls count for the alerting time. Direct calls to the
agent extension are ignored. Listed in minimum, average and
maximum. Format MM:SS.

Call duration: Time between answering the call and ending the call. Only routed
call duration is displayed. Listed in minimum, average, maximum
and total. Format MM:SS.

Not answered: The number of calls offered to the agent via a router, not answered.
Most likely because of a forced not ready situation.

Outgoing calls: The number of calls made from the agent extension.

Note: all logon, switch ready, switch not ready and logoff requests
to the highest line are counted as outgoing calls (only applicable for
phone based systems). This results in a large number of short
outgoing calls.

DDI calls: All calls that are not routed via the call flow. Examples: direct calls
from outside to the agent extension, internal calls to the agent
extension or calls routed from the operator to the agent extension.

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Total: The accumulated time the agent spends on routed calls during the
report period.

9.7. Agent Analysis

This report displays agent information per time segment. The report contains routed
call information but also outgoing and DDI call information.

9.7.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for an Agent Analysis report.

1. Activate the report wizard.

2. Select Agent analysis from the Report type pull down menu.
3. Select the fields that must be included in the report.
Time can not be left out of the report.
4. The report can be generated for one or more agents.
Move one or more agents to the "Selected Agent" window.
5. Select the required report period.
6. Select the required "Office hours". If you would like to have a 24 hours report select
from 00:00 to 23:59.
Select the required aggregation (time segment).
7. Choose the required output format.
8. Enter an understandable name for the Agent Analysis report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required schedule interval and the moment the report must be created the first
time.
9. Select Finish.

9.7.2. Report Parameters

Agent Agent short name as entered during the creation of the agent.

Time: Chosen time segment during the report set-up. Note: The
accumulated logon and not ready time equals the total
segment time.

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 Calls offered: Number of routed calls added to the number of DDI calls per
time segment.

Routed calls: All calls routed from the selected router(s) to this agent.

Routed answer: The number of routed calls from all selected routers that are
answered by this agent.

DDI calls: All calls that are not routed via the call flow. Examples are
direct calls from outside to the agent extension, internal calls
to the agent extension or calls routed from the operator to the
agent extension.

Outgoing calls: The number of calls made from the agent extension.

Note: all logon, switch ready, switch not ready and logoff
requests to the highest line are counted as outgoing calls (only
applicable for phone based systems). This results in a large
number of short outgoing calls.

Logon time: Time that the agent is logged on during this time segment.

Idle time: Time that the agent is not handling routed calls, DDI calls and
Outgoing calls during this time segment. After Call work time
is counted as routed call time.

Not ready time: Time that the agent is switched not ready during this time
segment.

Routed call time: Total time the agent spends on all answered routed calls
during this time segment.

DDI call time: Total time the agent spends on answered calls to the agent
private extension.

Outgoing call time: The time the agent spends on calls made from the agent
extension.

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9.8. Abandoned Calls

This report displays information about the number of abandoned calls, callback
requests and aborted calls. Also is displayed the time the customer performed that
action.

The report is displayed as a table. The vertical line represents the number of
abandoned calls, callback requests and aborted calls. This line has no fixed value but
the values will change when more calls ended on abandoned, callback request or
aborted. Report is generated per router. The report only lists the abandoned calls
during the router module period.

9.8.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for an Abandoned Calls report.

1. Activate the report wizard.

2. Select Abandoned Calls from the Report type pull down menu.
3. Select the fields that must be included in the report.
After and Router can not be left out of the report.
4. The report can be generated for one or more routers.
Move one or more routers to the "Selected Router" window.
5. Select the required report period.
6. Choose the required output format.
7. Enter an understandable name for the Abandoned Calls report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required schedule interval and the moment the report must be created the first
time.
8. Select Finish.

9.8.2. Report Parameters

After: Time the abandoned call, callback request or aborted call

occurs. Time counter starts from the moment the call is offered
to the router.

Abandoned calls: Number of times a caller disconnects while being queued.

Callback requests: Number of callback requests made for this router.

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 Aborted: Number of calls offered to this router that were aborted via an
option menu.

Total: Accumulated values for the whole report period.

9.9. Router Skills

This report lists information concerning the skill request for the selected router.

9.9.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for a Router Skills report.

1. Activate the report wizard.

2. Select Router Skills from the Report type pull down menu.
3. Select the fields that must be included in the report.
Router and Skills Requested can not be left out of the report.
4. The report can be generated for one or more routers.
Move one or more routers to the "Selected Router" window.
5. Select the required report period.
6. Choose the required output format.
7. Enter an understandable name for the Router Skills report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required interval and the moment the report must be created the first time.
8. Select Finish.

9.9.2. Report Parameters

Skills requested: The skill description as created in the skill module is displayed.

Note: It is possible that information is displayed like "helpdesk

& sales". This indicates that the call was routed with two skills:
"helpdesk" and "sales". If "helpdesk &" is displayed, the call
was routed based on skill "helpdesk" only. If "No skills" is
displayed, calls were offered without any skills.

Calls offered: Number of calls offered to the router, listed per skill.

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Queue full: The number of calls rejected or re-routed because of queue
full situation.

It is possible that ready agents were available but these

agents are not equipped with matching skills.

No agent: Number of calls rejected or re-routed because of no ready

agents (all agents switched "not ready" or all agents with
matching skills were switched not ready).

Abandoned: Number of times the caller disconnects while being queued.

Answered: Number of calls offered to this router, that are answered by

agents with matching skill.

Response duration: Time the caller spends on the router before an agent
answered the call.

Note: The abandoned time is the time the caller spends on the
router including agent alerting time. Listed in minimum,
average and maximum. Format MM:SS.

Call back: Number of callback requests made for this router.

Abort: Number of calls offered to this router, that were aborted via an
option menu.

Queue time out: Number of calls rerouted or rejected because of queue time
out.

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 Service level: Suppose a service level of 30 seconds is entered for a router.
When all calls are answered within 30 seconds, the router
service level is 100 %. When 50 calls are offered and only 25
are handled within 30 seconds, a service level of 50 % is
listed.

Note: Abandoned calls are also counted to calculate the

service level. The time the system uses to calculate the
service level is the time the caller spends on the router
including agent alerting time.

Note: The service level in the Router skill analysis report is

calculated per skill request.

Total: Same information as described above for all router calls and
time information.

Call information is accumulated. Response time is listed in min

(shortest), average and max (longest) for all skills.

Service level is listed as an average for all skills.

9.10. Call Types

This report displays the number of times agents entered a Call Type.

Note: Call Types are assigned to agents and not to calls. The last part of the report list
the total number of entered call types per call type during the report period.

9.10.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for a Call Types report.

1. Activate the report wizard.

2. Select Call Types from the Report type pull down menu.
3. Select grouped if the entered call types must be listed per agent.
4. The report can be generated for one or more call types.
Select the call types that should be listed in the report.
5. The report can be generated for one or more agents.
Select the agents that should be listed in the report.

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6. Select the required report period.
7. Choose the required output format.
8. Enter an understandable name for the Call type report.
9. Select Finish.

9.10.2. Report Parameters

Agent: Agent short name as entered during the creation of the agent.

Call type: The description of the call qualification as entered during the creation of
the call qualification.

Frequency: The number of times the agent entered the call qualification item during
the report period.

9.11. Not Ready Reasons (Enhanced)

This report displays the date and time, agents switch to the not ready state with a pre-
defined not ready reason. The last part of the report lists the total number of entered
not ready reasons per not ready reason during the report period.

The Not Ready Reasons Enhanced report also shows the Total Not Ready Time.

9.11.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for a Not Ready Reasons report.

1. Activate the report wizard.

2. Select Not Ready Reason from the Report type pull down menu.
3. The report can be generated for one or more agents.
Select the agents that should be listed in the report.
4. Select the required report period.
5. Choose the required output format.
6. Enter an understandable name for the Not Ready Reason report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required interval and the moment the report must be created the first time.
7. Select Finish.

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 9.11.2. Report Parameters

Agent: Agent short name as entered during the creation of the agent.

Date and time: The moment the agent switch not ready with a not ready reason.

Not ready reason: The selected not ready reason when the agent switched not
ready.

9.12. Outbound Services

This report displays information concerning outbound services.

9.12.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for an Outbound Services report.

1. Activate the report wizard.

2. Select Outbound Services from the Report type pull down menu.
3. Select the fields that must be included in the report.
Outbound Service and Service Started can not be left out of the report.
4. The report can be generated for one or more Outbound Services.
Move one or more Outbound Services to the "Selected Outbound Services"
window.
5. Select the required report period.
6. Choose the required output format.
7. Enter an understandable name for the Outbound Services report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required interval and the moment the report must be created the first time.
8. Select Finish.

9.12.2. Report Parameters

Outbound service: Name of the outbound service as defined in the Outbound

Service module.

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Service started: The time the outbound Service was started by supervisor or
administrator In the format DD-month-yy hh:mm:ss. When an
outbound services is stopped and started again the last start time
is displayed.
Calls started: Number of outbound calls started, listed per service. This is the
accumulation of no answer, busy, error and successful.

The number of calls starters may be higher than the number of

contact loaded for the outbound service. One contact may be
activated more than once because an attempt was not
successful. Every attempt is listed as one call in the report.

No answer: Number of times the calls ended on a no answer. No answer can

be the contact but may also be a no answer created by the agent.

Busy: Number of times the calls ended on a busy extension.

Error: Number of times the calls ended on an error situation (E.g. non-
existing number).

Successful: Number of successful outbound calls.

9.13. Outbound Service Analysis

This report displays information concerning outbound services. The same information
is displayed as can be found in the outbound Services report. Difference is the way
the information is displayed. In the Outbound service Analysis report, the information
is displayed in time segments and not listed per outbound service as in the outbound
services analysis report. In the Outbound Services Analysis report one or more
Outbound Services are listed.

9.13.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for an Outbound Service Analysis report.

1. Activate the report wizard.

2. Select Outbound Services Analysis from the Report type pull down menu.
3. Select the fields that must be included in the report.
Calls Started, Outbound Service and Time can not be left out of the report.

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 4. The report can be generated for one or more Outbound Services.
Move one or more Outbound Services to the "Selected Outbound Services"
window.
5. Select the required report period.
6. Select the required "Office hours". If you would like to have a 24 hours report select
from 00:00 to 23:59.
Select the required aggregation (time segment).
7. Choose the required output format.
8. Enter an understandable name for the Outbound Services Analysis report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required interval and the moment the report must be created the first time.
9. Select Finish.

9.13.2. Report Parameters

Outbound service(s): Name(s) of the outbound service as defined in the Outbound

Service module.

Service started: The time the outbound Service was started by supervisor or
administrator In the format DD-month-yy h:mm:ss

Calls started: Number of outbound calls started, listed per service. Number
Calls is the accumulation of no answer, busy, error and ok.

Busy: Number of times the calls ended on a busy extension.

No answer: Number of times the calls ended on a no answer.

Error: Number of times the calls ended on an error situation (E.g.

non-existing number).

Successful: Number of successful outbound calls.

Total: All values accumulated for the whole report period, listed per
Outbound service.

9.14. E-mail Services

This report lists information concerning E-mail activity within the scope of the
Contact@Net 250. The report shows all inbound E-mail activity for the entire
Contact@Net 250. The report can be generated per E-mail subject created in the E-

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mail module.

9.14.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for an E-mail Services report.

1. Activate the report wizard.

2. Select E-mail Services from the Report type pull down menu.
3. The report can be generated for one or more E-mail Services.
Move one or more E-mail Services to the "E-mail Services" window.
4. Select the required report period.
5. Choose the required output format.
6. Enter an understandable name for the E-mail Services report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required interval and the moment the report must be created the first time.
7. Select Finish.

9.14.2. Report Parameters

Mail service: Name of the Mail Service as entered during the creation in the
Mail module.

Received: Total number of E-mails, received by this mailbox.

Waiting for Total number of E-mail received by the mailbox, which are not
distribution: distributed to agents.

Diverted to Number of E-mails diverted to the supervisor mail address

supervisor: because no matching rule was found.

Forwarded to agents: Number of E-mails, forwarded to agents.

Not answered: Number of E-mails, which were distributed to agents but not
replied by agents within the maximum reply time, as specified
during the creation of the mailbox.

Answered: Number of E-mails, received by the mailbox, which are replied

by agents or supervisor.

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 Reply time: Average reply time for all E-mails replied by agents and
supervisor.

Total: All values accumulated for all listed Mail Services. The
Answered Time is the average for all listed Mail Services.

9.15. Agent E-mail Performance

This report list information concerning E-mail activity related to agents

9.15.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for an Agent E-mail Performance report.

1. Activate the report wizard.

2. Select Agent Email Performance from the Report type pull down menu.
3. Select the required report period.
4. Choose the required output format.
5. Enter an understandable name for the summary report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required interval and the moment the report must be created the first time.
6. Select Finish.

During the creation of the report you can select one or more agents by moving them
from the "all agents" window to the "agent in report" window. After the required agents
are selected you can select one or Mail Service. Drag one or more Mail Services from
"Mail Services" to "Mail Services in report".

9.15.2. Report Parameters

Agent: Short name of the agent as entered during the creation of the
agent.

Received: Number of E-mails received by this agent.

Diverted: Number of E-mails received by the agent but not answered

within the specified reply time and therefore diverted to the
supervisor or other specified E-mail address.

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Reply time expired: Number of E-mails which are received by the agent but not
answered within the specified reply time but still waiting to be
answered because no diversion Mail address is specified.

Within reply time: Number of E-mails, which are received by the agent and
answered within the specified reply time.

Average answer Average time the agent replied the routed E-mail for this Mail
duration: service.

Total: Total values for all selected agents related to the listed Mail
Service. Values are accumulated and the Average answer
time is the average for all selected agents.

9.16. Identification Services

The Identification Service report lists all know callers for the selected Identification
modules.

9.16.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for an Identification Services report.

1. Activate the report wizard.

2. Select Identification Services from the Report type pull down menu.
3. Select the fields that must be included in the report.
Description, Service and Frequency can not be left out of the report.
4. The report can be generated for one or more Identification Services.
Move one or more Identification Services to the "Selected Identification Services"
window.
5. Select the required report period.
6. Choose the required output format.
7. Enter an understandable name for the Identification Services report.
If the report must be scheduled, mark the "Schedule Report" check box and enter
the required interval and the moment the report must be created the first time.
8. Select Finish.

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 9.16.2. Report Parameters

Name: Name of the caller as entered in the Identification module.

Description: Description as entered in the Identification module.

Frequency: Number of times the caller was identified during the report
period.

9.17. Event Log

The Event Log report list all kind of event information. This information is related to
agents or routers. Examples are:

- Status changes of agents;

- Forced not ready status on agents;
- No available agents found on requested skills.

9.17.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for an Event Log report.

1. Activate the report wizard.

2. Select Event Log from the Report type pull down menu.
3. Select the required report period.
4. Choose the required output format.
5. Enter an understandable name for the Event Log report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required interval and the moment the report must be created the first time.
6. Select Finish.

9.17.2. Report Parameters

Date and time: The moment the event occurs.

Event: Short explanation about the event. For example: Agent 1100
switched Ready

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9.18. System Prompts

The System Prompt Report lists all system prompts. All system prompts are listed,
used as well as not used in a call flow.

9.18.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for a System Prompt report.

1. Activate the report wizard.

2. Select System Prompts from the Report type pull down menu.
3. Select the fields that must be included in the report.
Number can not be left out of the report.
4. Choose the required output format.
5. Enter an understandable name for the System Prompt report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required interval and the moment the report must be created the first time.
6. Select Finish.

No selection required for prompt reports.

9.18.2. Report Parameters

Number: Unique number to identify the prompt.

Description: Prompt description as entered during the creation of the prompt.

9.19. Application Prompts

The Application Prompt Report lists all Application prompts. All Application prompts
are listed, used as well as not used in a call flow.

9.19.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for an Application Prompt report.

1. Activate the report wizard.

2. Select Application Prompts from the Report type pull down menu.

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 3. Select the required language.
4. Choose the required output format.
5. Enter an understandable name for the Application Prompt report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required schedule interval and the moment the report must be created the first
time.
6. Select Finish.

No selection required for prompt reports.

9.19.2. Report Parameters

Number: Unique number to identify the prompt.

Description: Prompt description as entered during the creation of the prompt.

New: A prompt is new when it has a description but it cannot be found in the
prompt directory.

9.20. Message Box Resource

The Message Box Resource Report gives a summary per message box of:

- The number of unread messages (Messages unread);

- The number of read messages (Messages read);
- The number of Kbytes in use (Disk usage);
- Whether the message box is full (Exceeded);
- The number of times that a caller is redirected (Assistance Call Nr).

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for a Message Box Resource report.

1. Activate the report wizard.

2. Select Message Box Resource from the Report type pull down menu.
3. Select the field that must be included in the report.
Name and Nr can not be left out of the report.
4. Choose the required output format.
5. Enter an understandable name for the Message Box Resource report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required interval and the moment the report must be created the first time.
6. Select Finish.

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9.21. User Applications

The User Applications Report offers basic insight into the usage of these applications.
This report consists of sections. Within each section a count is given of the different
items. To explain this, an example will be given. Suppose that there are two User
Applications defined, one for customer database lookup, returning 'OK' or 'Fail', and
one for stock lookup, returning 'In stock', 'Not in stock' and 'Partly in stock'. This could
result in the following report:

Database lookup

OK 128 x

Fail 5 x

Stock lookup

In stock 98 x

Not in stock 25 x

Partly in stock 5 x

Use the report wizard to create the report. The report wizard is explained in chapter
8.3.1. "To Define a New Report:". This section explains the selections and actions
needed for a User Applications report.

1. Activate the report wizard.

2. Select User Applications from the Report type pull down menu.
3. Select the required reporting period.
4. Choose the required output format.
5. Enter an understandable name for the User Applications report.
If the report must be scheduled mark the "Schedule Report" check box and enter
the required interval and the moment the report must be created the first time.
6. Select Finish.

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