MaxInSight™ Manual MAX Communication Server Release 6.0 Update2 2/2009 4504-0014-6.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v CHAPTER 1 Overview and Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Clearing an Alert Threshold Configuration . . . . . . . . . . . . . . . . 27 List of Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Warranty What The Warranty Covers AltiGen Communications warrants its hardware products to be free from defects in material and workmanship during the warranty period. If a product proves to be defective in material or workmanship during the warranty period, AltiGen Communications will, at its sole option, repair, refund or replace the product with a like product.
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number. RMA numbers are issued by AltiGen Technical Support and can be obtained by calling 1-888-258-4436 or faxing an RMA form to 510-252-9738, attention Technical Support. AltiGen reserves the right to refuse return of any material that does not have an RMA number.
CHAPTER 1 AltiGen MaxInSight is a workgroup performance application. It provides call center managers and agents with the ability to track workgroup status and performance data from a wall-mounted LCD panel or from their PCs.
• Windows XP Professional SP3, Windows Vista Business Edition, or Windows 2003 • 1 GB available hard drive disk space • 512 MB RAM • SVGA monitor (1024 x 768) with 256 color display, or better • Keyboard and mouse • MAX Communication Server ACC 6.0 Update2 or MAX Communication Server ACM 6.0 Update2 running on a server accessible to this client. Pre-Installation Checklist Before installing MaxInSight, make sure the following is done: • MAXCS ACC/ACM 6.0 Update2 has been installed on the system server.
Uninstalling MaxInSight From the Windows Start menu, select Control Panel > Add/Remove Programs > MaxInSight to uninstall MaxInSight. 2. Click Remove, and respond to any additional prompts. MaxInSight Manual 3 Overview and Installation 1.
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CHAPTER 2 Getting Started Start MaxInSight from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxInSight > MaxInSight. Logging In 1. If this is your first login to this MAX Communication Server ACC/ ACM system, enter the system server’s IP address or the name of the system server you will be using. To obtain the server name or IP address, ask your system administrator. (Subsequently, when you log in, you’ll see the IP address in the Server field.) 2.
If you want to store your login password and have it entered automatically the next time you log in to MaxInSight, check the Always save password check box. 3. Click Sign in or press the Enter key. (To back out of logging in, press the Esc key.) The Choose Data Source dialog box appears: 4. Select a log service. Only enabled and connected log servers can be selected.
Getting Started Figure 1. MaxInSight main window with the Configure menu opened MaxInSight remembers the workgroups you enable, and the configuration and position of views, so when you log in again, the remembered workgroups are enabled automatically, and the views are displayed as they were when you logged out. Making Workgroups Available for Monitoring Before you can monitor a workgroup, you must enable it. To do so, choose Configure > Configure WG to Monitor.
All workgroups configured in your company’s MAX Communication Server are listed in this dialog box. Select a workgroup you want to monitor, and click the Enable button. Enter the workgroup password when requested. Repeat for each group you want to monitor. Workgroups you enable will be available to you in other MaxInSight configuration screens. When finished, click OK. To disable a workgroup, select it and click the Disable button.
Resize the MaxInSight window and view windows by placing the cursor at a window edge or corner, then drag the window to the size you want. Move a window by clicking and dragging its title bar. Dismiss a window by clicking the close button in the upper right corner. Minimize a window by clicking its Minimize button. Getting Started Figure 2. Result of choosing the View > Arrange View command to display five configured views Changing the Skin You can select a skin for MaxInSight.
In this dialog box, you can • Select a skin (the display in the dialog box changes to show you what the skin looks like) • Specify font name and color for the title window of views • Specify a background image for the main window by clicking the Choose button to pop up an Open dialog box: Choose a .bmp image file from any folder, and click the Open button.
• Choose to remove the AltiGen logo from the background of the Main window by clearing the Display AltiGen logo on the background check box.
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CHAPTER 3 Configuring Data Displays After you have enabled the workgroups you want to monitor (Configure > Configure Workgroup to Monitor), you can then configure the data displays you want to see. Configuring Workgroup Data Displays You can display rows of workgroup data in the following ways: • One workgroup only • Multiple workgroups on display at the same time In addition to row views, you can also create gauge views, time line views, and bar views.
Select WGs to view Highlight a field to see it described here 1. To select a workgroup, highlight it and click the Right-arrow button. You can select multiple workgroups to monitor, but in this configuration only one workgroup view at a time is displayed. When multiple workgroups are selected, the data of each one is displayed in rotation.
Use Shift+click to select multiple adjacent fields. Use Ctrl + click to select multiple non-adjacent fields. Then click the Right-arrow button to move them to the right-hand column. To remove fields, select them and click the Left-arrow button. You can change the order of selected fields by highlighting a field and clicking the Up or Down buttons. 3. In the Row Count field, specify the number of rows to use to display the fields you have selected.
To configure, see the steps in “Configuring for a Single Row-Type Display” on page 13. In a multiple workgroup view, each workgroup’s data is displayed in a separate row. The first column displays the number of the workgroup. Figure 2.
Configuring Other Data Displays In addition to the basic row views, you can configure four other views: Gauge - used to show the real time status of a single data value in a dial format. Timeline - used to display trends of data elements over time. The data points are plotted on the graph and connected with lines. Vertical or Horizontal Bars - used to display one field of either one workgroup or multiple workgroups in a vertical or horizontal bar view.
Note: Only the fields appropriate to a gauge view are available 3. Select a font and color for the workgroup and for the field name. 4. Click OK. A gauge view is displayed similar to the following: Figure 3. Gauge view set to show % of abandoned calls, up to 16 calls Time Line View A time line view is used to display trends of data elements over time. The data points are plotted on a graph and connected with lines.
Choose Add > Add Time Line View. The Set Time Line View Parameters dialog box opens. 2. Select one or more workgroups. To select a workgroup, highlight the workgroup and click the Right-arrow button. 3. To specify the color of the lines, highlight a selected workgroup, click Set Color and select a color. Repeat for each additional workgroup. 4. From the Select Field drop-down list, select a field to chart .
From and To fields (24-hour clock). Be sure the time you select in the From field precedes the time you select in the To field. 7. Select a time interval: 15 minutes, 30 minutes, or one hour. 8. Click OK. A time line view is displayed. The workgroup number(s) and display colors are shown at the top. Figure 4.
2. Select History to display historical data, or select Real Time to display real time data, and click OK. A dialog box opens where you can set parameters. If you selected History, the following dialog box opens: Configuring Data Displays 1. Select one or more workgroups. To select a workgroup, highlight the workgroup and click the Right-arrow button. 2. To specify the color of the bars, highlight a selected workgroup, click Set Color and select a color. Repeat for each workgroup selected. 3.
5. In the Value Range fields, specify a value range for the field you want to chart. 6. Specify the period for which you want to display statistics: either the last x hours (select from 1-24), or a time period you specify in the From and To fields (24-hour clock). Be sure the time you select in the From field precedes the time you select in the To field. 7. Select a time interval for display: 15 minutes, 30 minutes, one hour. 8. Click OK. A bar view is displayed.
If you selected Real Time in the Bar View Display Mode dialog box, the following dialog box opens: 1. Select a workgroup. 2. Select a field to view. Configuring Data Displays 3. Specify a value range for the field you want to view. 4. Click OK. A bar view is displayed. The workgroup number and display color are shown at the top. Figure 7. Vertical bar view showing number of abandoned calls for a workgroup. (No calls were abandoned.
Changing the Parameters of a View To change the parameters of a view you’re displaying in MaxInSight, rightclick the view, and choose Modify View Parameters. Make your changes in the Parameters dialog box and click OK. The right-click menu on a view Configuring Alerts For each field you’re interested in tracking, you can choose to be alerted when data in the field crosses a threshold you specify (a warning threshold and a critical threshold).
Choose Configure > Configure Alerting. 2. Select the display colors you want to use for normal, warning and critical levels. By default, green represents normal level, yellow represents warning level, and red represents critical level. 3. Select a workgroup in the Workgroup List, and then select a field on which you want to set the threshold for the three levels.
5. Select Upward or Downward, as appropriate, configure the field’s threshold(s), and click OK. Your configuration is displayed in the Alerting Configuration dialog box. Note: If you select Downward, the Normal above field is filled in automatically when you specify the warning level. For example: When 8 was entered in the Warning field, 8 appeared automatically in the Normal above field 6.
In this view, alerting parameters are set to: 10 calls in queue is normal, 11-13 CIQ is at the warning level, more than 13 CIQ is at the critical level Figure 8. Example of a gauge view with alerting parameters set To quickly clear an alert threshold configuration on a field, open the Alert Configuration dialog box (Configure > Configure Alerting), select the workgroup and then the field whose configuration you want to clear, and click the Reset button.
Table 2: Agent availability status fields Table 3: Daily performance statistics fields 28 MaxInSight Manual
Index F Symbols ? in display data 15 A alerts, configuring 24 always save password 6 arranging views 8 B background image, changing 9 bar view, configuring 20 broken connection 6 C changing background image 9 look of MaxInSight 9 number of digits displayed 15 view parameters 24 configuration, remembered 7 configuring alerts 24 data displays 13 skin 9 connection with server broken 6 D data displays configuring 13 data source, choosing 6 data, displaying 13 digits displayed, changing number of 15 disabl
P password, always save 6 R real time display mode 20 reconnecting 6 required license 1 requirements, system 1 restore MaxInSight menus 8 rotate interval 15 rotating display 13 row count 15 rows, displaying multiple 15 row-type display 13 row-type views multiple workgroups, displaying simultaneously 15 S server IP address 5 single workgroup view 13 skin, changing 9 sound file adding 26 configuring 26 starting MaxInSight 5 statistics period 19, 22 system requirements 1 V vertical bar view, configuring 20
