© 2009 Avaya Inc. All rights reserved.1 Chapter Seven, Customer Call Reporter (CCR) Module 4 -Wallboards, Alarms and Reports

© 2009 Avaya Inc. All rights reserved.2 Wallboards, Alarms and Reports overview Customer Call Reporter provides Supervisors several methods of viewing real time and historical information. Within the Supervisor Views, call center statistics can be selected to provide real time data separated into three views that the Supervisor can customize with Warning and Alarm thresholds. Wallboards can be customized to display queue statistics for any queues plus other information such as messages sent or scheduled by IP Office Customer Call Reporter supervisors. Supervisors can configure, view and save reports on historical data using the CCR's standard report templates.

© 2009 Avaya Inc. All rights reserved.3 CCR Wallboard The IP Office Customer Call Reporter administrator can create wallboard accounts. When logged in with one of these accounts, the browser can be used to display queue statistics for any queues plus other information such as messages sent or scheduled by IP Office Customer Call Reporter supervisors. IP Office Customer Call Reporter supports up to 30 wallboards. The maximum number of wallboards that can be logged in at any time is controlled by the number of available Supervisor licenses (each license enables a simultaneous Supervisor login and Wallboard login).

© 2009 Avaya Inc. All rights reserved.4 Wallboard Considerations IP Office Customer Call Reporter wallboard views use Microsoft Silverlight. To ensure that messages scroll smoothly, especially when a large number of rapidly changing statistics are being displayed, it is recommended that the wallboard PC uses a dedicated graphics card rather than integrated graphics card. IP Office Customer Call Reporter supports up to 30 wallboards. – However the maximum number of wallboards that can be logged in at any time is controlled by the number of available Supervisor licenses (each license enables a simultaneous Supervisor login and Wallboard login).

© 2009 Avaya Inc. All rights reserved.5 Wallboard Elements and Controls

© 2009 Avaya Inc. All rights reserved.6 Creating Wallboard Accounts The CCR administrator can create Wallboard accounts The Username can be an existing supervisor or an independent username.

© 2009 Avaya Inc. All rights reserved.7 Logon to Wallboard Account Using a browser, enter the path to the CCR web service - /CCRWebClient After entering the Wallboard Account credentials the Select Role screen will appear. NOTE: If username is configured for more than one role, the Select Role window will appear.

© 2009 Avaya Inc. All rights reserved.8 Adding Elements to a Wallboard 1. Log in using the wallboard account. 2. Click on the icon near the top left to display the list of items that can be added to a wallboard. 3. Click and drag the items required to the view area. As items are added, the existing items will automatically reposition and resize themselves. 4. To change the settings of an item click on it and select Settings. 5. To hide the list of items click on the icon. 6. To save the wallboard settings click on the icon at the bottom left of the wallboard.

© 2009 Avaya Inc. All rights reserved.9 Adding Queues and Queue Statistics Click on the icon near the top left to display the list of items that can be added to a wallboard Click on Queues to display a list of the available queues. Click and drag the required queue over to the wallboard display area Click on Queue Statistics to display a list of available statistics. Click and drag the required statistic over onto the queue container

© 2009 Avaya Inc. All rights reserved.10 Adding Queues and Queue Statistics – cont. You can repeat the step above to add additional statistics to the queue container Alternatively you can repeat both steps to add multiple queue containers each with a single statistic

© 2009 Avaya Inc. All rights reserved.11 Adding a League Table Click on the icon near the top left to display the list of items that can be added to a wallboard. Click on League Table Statistics to display the list of agent statistics that can be used in a league table. Click and drag the required statistic to the wallboard display area. A box for the league table will be added to the display. Click on Queues to display the list of queues. Click and drag the queue whose agents you want show over onto the league table.

© 2009 Avaya Inc. All rights reserved.12 Adding Graphs Click on the icon near the top left to display the list of items that can be added to a wallboard. Click on Graphs to display the list of the different types of graphs available. Current options are Area Graph, Bar Graph and Line Graph. Click and drag the required type of graph onto the wallboard display area. Click on Queues to display the list of queues. Click and drag the queue onto the graph. Click on Queue Statistics to display the list of queue statistics. Click and drag the required statistic over onto the graph.

© 2009 Avaya Inc. All rights reserved.13 Editing Graphs Changing a Graphs Contents – Use the same method as for adding a graph, simply drag a different queue or queue statistic onto an existing graph in order to change its contents. Editing the Graph Settings - Click on the graph and select Settings. – The Time Frame setting sets the maximum length of time (hours:minutes:seconds) that should be included in the graph as data is added. – The Sample Rate sets how often (hours:minutes:seconds) the graph should be updated.

© 2009 Avaya Inc. All rights reserved. Supervisors can send or schedule messages to be sent in the future to the Wallboard message bar. Click on the icon near the top left to display the list of items that can be added to a wallboard. Click on Extras to display the list of items which includes the Message Bar element. Click and drag the Message Bar element to the display area. The speed and direction of scrolling applied to the messages that the wallboard displays can be adjusted by clicking on the message bar and selecting Settings. The font and font sizes can also be adjusted. 14 Adding the Message Bar to the Wallboard

© 2009 Avaya Inc. All rights reserved.15 Statistics Alarm Settings CCR collects information about calls to queues and agents storing the information in a database. It also collects information about the current state of the queues and agents. Statistics based on this information are then used in web views and historical reports. The following colors are used when any statistic is configured to display warnings and alarms. – Alarms and warnings are automatically cleared when the statistic value returns back to the threshold level of the alarm or warning. – Agents and supervisors can acknowledge an alarm or warning in their views by clicking on the colored cell. This only affects their view. Acknowledging an alarm also removes it from the alarms list.

© 2009 Avaya Inc. All rights reserved.16 Available Statistics For Agent State (Queue) Time and Queue State Time, separate time thresholds can be set for each state that has been selected to alarm. For Answered Calls, Lost Calls and No Answer, queue calls that overflowed to a queue are included in agent statistics but not in queue statistics.

© 2009 Avaya Inc. All rights reserved.17 Warning and Alarm Settings Supervisors can customize the settings of each statistic included in a view. The changes are applied to the existing data since the last view statistics reset. – Include Internal Calls: Select to include internal calls in the statistic. – Include External Calls: Select to include external calls in the statistic.

© 2009 Avaya Inc. All rights reserved.18 Resetting Statistics Supervisors with the Reset Statistics option can manually reset ALL the statistics currently being used for supervisor views, agent views and wallboards. – This will affect ALL supervisors, agents and wallboards. It does not affect the statistics used for historical reports. – Resetting statistics will reset the view statistics seen by ALL agents and supervisors. After resetting statistics, it may take a couple of minutes for all views and wallboards to update and return to normal operation. The Reset Statistics button is located at the top-left of the Supervisors Account tab. Automatic statistic resets can be scheduled through the Supervisors Scheduler tab.

© 2009 Avaya Inc. All rights reserved.19 CCR Reports Overview Supervisors can configure, view and save reports using the CCR's standard report templates. The reports can be run immediately or can be scheduled to run at preset intervals. Manually run reports are displayed in a browser window. Reports can be printed and/or exported to a range of formats including Adobe PDF, Word, Excel and Crystal Reports. Scheduled reports are sent either to a network printer or ed as an attachment in Adobe PDF, Word, Excel or Crystal Reports format. Supported languages are Dutch, English (UK), English (US), French, German, Italian, Brazilian Portuguese, Russian and Spanish.

© 2009 Avaya Inc. All rights reserved.20 Standard Report Templates Customer Call Reporter provides six Standard Report Templates that can be used by supervisors to generate manual (ad-hoc) or scheduled reports.

© 2009 Avaya Inc. All rights reserved.21 Creating Reports Supervisors can create reports from the Historical Reporting tab Drag and drop the desired report template into the blank area on the right.

© 2009 Avaya Inc. All rights reserved.22 Creating Reports - continuted The required fields are Report Name, Target List and Report Range. The Target List drop-down allows selection of what type of targets, for example queue or agents, are the target of the report.

© 2009 Avaya Inc. All rights reserved.23 Specify when the report should run By default the Scheduled field is set to Manual Use the Report Range to specify the date range for the report Click Save to save the report settings for future use or View to run the report immediately Use the Automatic setting to schedule to run at repeated regular intervals. Reports Scheduled as Automatic need to be configured on the Scheduler list to specify the reporting interval.

© 2009 Avaya Inc. All rights reserved.24 Scheduling Reports The Scheduler tab shows reports that have been saved with the Scheduled setting set to Automatic. Set the reporting interval by specifying the frequency in the Scheduling Properties Pane.