ShoreTel Enterprise Contact Center 8 Supervisor Guide November 2012
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Table of Contents About This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Chapter 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Setting the Refresh Rate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Saving a Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Chapter 3 Analyzing Trends . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 About Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Manually Exporting Report Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Automatically Exporting Report Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing Scheduled Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Generating Reports on IVR Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Before You Start The following sections provide an overview of the book. About This Book.......................................................................................................... 6 About This Book This guide describes how to use the following ShoreTel Enterprise Contact Center supervisor applications: Agent Manager Contact Center Reports Wallboard Director This guide is intended for call center supervisors.
Before You Start Conventions Marking Meaning Courier Italic Variables in code examples. Blue Cross references with hyperlinks. Click the blue text to go to the indicated section. All chapters have a list of section links on the first page. Note: Table of Contents entries are also links, but they are not shown in blue.
CHAPTER 1. Overview ShoreTel Enterprise Contact Center includes three applications for supervisors: Agent Manager, Contact Center Reports, and Wallboard Director. Using these applications you can monitor Automatic Call Distribution (ACD) activities, generate reports on call center performance, and display messages on wallboards. Multiple supervisor workstations can be activated simultaneously, allowing a number of supervisors and managers to work on various tasks at the same time.
1 Overview Contact Center Reports Contact Center Reports Contact Center Reports generates historical statistical reports that you can use in evaluating past activities and planning future actions. The application contains a variety of predefined reports that can be quickly generated. In addition, you can create reports based on an extensive set of easily customizable templates. Wallboard Director Wallboard Director is used to control the messages displayed on external and desktop agent boards.
1 Overview Terminology DNIS — Dialed Number Identification Service. A series of digits that precede a phone call with the number the caller dialed. Entity — Administrative objects in the ShoreTel system, upon which system operations are based. These are agents, groups, trunks, supervisors, services, IRN, domains, customers, DNIS, dial lists, IVR groups, IVR applications, email accounts, and system. Group — Several agents or trunks that function as one unit for call handling purposes.
1 Overview Starting the Supervisor Applications Starting the Supervisor Applications Each Contact Center supervisor application is started separately. You must use a password to log in to Contact Center applications. Supervisors can log in using their supervisor ID or the agent name associated with their Supervisor account in Supervisors > Accounts > General > Agent Name. Supervisors also can start applications by right-clicking the login console icon that appears in the Windows task bar.
1 Overview Starting Wallboard Director Tip If not all of the fields listed in this step are visible, click More to expand the Contact Center Login Console window. If your server is not listed in the drop-down menu, click Servers to add the server to the list. Starting Wallboard Director 1. From the Windows desktop, click Start > All Programs > ShoreTel > ShoreWare Contact Center Supervisor > ShoreWare Wallboard Director.
1 Overview ShoreTel Enterprise Contact Center Starting Wallboard Director ShoreTel Contact Center Supervisor Guide 13
CHAPTER 2. Monitoring Activity Agent Manager provides tools, and real-time statistical information, to manage your agents and inform you about the current situation in your call center. This chapter explains how to change agent group assignments, monitor agent interaction with customers, and work with real-time reports. Refer to the Agent Manager online help for details on a specific real-time report.
2 Monitoring Activity Monitoring Agent Interaction with Customers and agent queue assignments. You can then add or remove groups to and from the agent. The Group Login Status view allows you to see the agents currently logged into a specific group and agent queue. You can then add or remove agents to and from the group. Note that agents can enter wrap-up code on an ACD interaction even if they are logged out of a group.
2 Monitoring Activity Monitoring Chat Sessions Complete the following steps to monitor calls: 1. Launch Agent Toolbar. 2. To silently monitor a call, click the Silent Monitor button . If the Silent Monitor button is programmed with the number to monitor, the system automatically connects you to that number’s current call. If the button is not programmed with the number to monitor, the Silent Monitor dialog box appears.
2 Monitoring Activity About Real-Time Reports The Name you enter is used to identify you in a chat session if you are participating via either the Coach or Barge-In features. The Username and Password are the same as used to log into your Contact Center supervisor applications. 3. In the resulting window, select the specific chat session you want to connect to from the list of all current chat sessions. The chat window for the selected session is displayed.
2 Monitoring Activity Using Thresholds Using Thresholds By default, Agent Manager specifies thresholds for real-time group activity. Information on this activity is displayed by running specific reports. When the activity, such as number of calls in queue, reaches or exceeds a threshold, you receive an alert. The data in the report is usually highlighted in yellow when the threshold is reached, and in red when the threshold is exceeded.
2 Monitoring Activity Real-Time Report Templates Hourly summary templates are used to generate reports that display hourly statistics and summary data for selected groups. Each row in the report shows data for the interval starting from the time shown until the start time of the next interval. Data is not displayed until the time interval has completed. For example, data on the 16:15 interval would not be displayed until the time was 16:30.
2 Monitoring Activity Real-Time Report Templates Hourly Summary Template Contact Center provides the following hourly summary template for generating real-time reports: Group Hourly Report Real-Time Templates Use one of the following real-time templates to generate a report on the recent time interval: Agents Distribution Graph Agents Needing Help Brief Agents Report Brief Agent Queue Report Brief Dial List Report Brief DNIS Report Brief Email DNIS Report Brief Email Gr
2 Monitoring Activity Group Queued Calls Graph Group Queued OACD Calls Graph Group STI Graph IVR Applications ACD Distribution Graph IVR Applications Active ACD Graph IVR Applications Active OACD Graph IVR Applications OACD Distribution Graph IVR Group IVR Ports Report IVR Ports Distribution Graph IVR Ports Report Staffing Graph Staffing Percent Graph Staffing Percent Report Staffing Report Creating Real-Time Reports Creating Real-Time Reports You c
2 Monitoring Activity Opening Existing Real-Time Reports The window title bar indicates that the report is untitled, and displays the name of the template on which the report is based. Any current activity in the ACD is immediately reflected in the report. For information about the data displayed in these reports, refer to the Report Data Fields Reference Guide. Opening Existing Real-Time Reports Complete the following steps to open an existing real-time report: 1.
2 Monitoring Activity Modifying Real-Time Reports 3. Use the Save As dialog box to specify the name and location of the report. Modifying Real-Time Reports After you create a real-time report, you can modify the report to reflect the data you want to see: Change the entity a report is based on. Add entities to a report. Remove entities from a report. Reorder items in a tabular report. Change the order of fields in a tabular report. Add and remove fields in a tabular report.
2 Monitoring Activity Removing Entities from Reports Removing Entities from Reports You can remove entities from an existing report to change the content and create a different report without having to create a new report. Complete the following steps to remove an entity from a report: 1. From an open report, click Contents > Remove or click the Remove icon on the Toolbar. 2. If you want to change the sort order of the entities, click the entity title.
2 Monitoring Activity Setting the Refresh Rate Setting the Refresh Rate The refresh rate defines how often Agent Manager requests an update from the server. By default, the refresh rate is one second. You can instead set a refresh rate that is automatically determined based on the network load, or set a specific rate. Note If an activity begins and ends before the next update of information, this activity is not reported in the report.
CHAPTER 3. Analyzing Trends Historical reports are used to obtain information about past call center activity. The powerful, yet easy to use, Contact Center Historical Reports application provides activity summaries and statistical data that can help you analyze system behavior and aid in the assessment of resources required to meet target service levels.
3 Analyzing Trends About Historical Reports Refer to the following sections for more information about analyzing Contact Center trends: About Historical Reports ........................................................................................... 27 Creating a Historical Report Using a Predefined Template....................................... 31 Launching the Open Window ....................................................................................
3 Analyzing Trends Historical Report Templates Agent — If you generate a historical report on a large number of agents, the report may show the entire list of agents in the Agent Name field, but no data is displayed. In this instance, contact your system administrator. The administrator must add the value reduce_header_size=1 to the [Admin Configuration] section of the wecc.ini file on your PC. You can select up to 400 agent entities per report.
3 Analyzing Trends Historical Report Templates RA1.2 Agent Performance Report by Date RA2.1 Group Agents Performance Report RA3.1 Agent Activity Log Report RG1.1 Group Performance Report by Interval RG1.2 Group Performance Report by Date RG2.1 Group Staffing Report by Interval RG2.2 Group Staffing Report by Date RG3.1 ACD Calls Distribution by Interval RG3.2 ACD Calls Distribution by Date RG4.1 Abandoned Calls Analysis by Interval RG4.
3 Analyzing Trends Historical Report Templates 3.4 Group Agent by Date 3.7 Agent Groups by Interval 3.8 Agent Groups by Date 3.9 Agent Calls Distribution by Agent 4.2 Group Agents by Date 6.1 Detailed Wrap-Up Code Report by Interval 6.2 Detailed Wrap-Up Code Report by Date 6.3 Wrap-Up Code Report By Interval 6.4 Wrap-Up Code Report By Date. 6.5 Group Wrap-Up Code Report By Interval. 6.6 Group Wrap-Up Code Report By Date. 6.
3 Analyzing Trends Creating a Historical Report Using a Predefined Template 16.5 ANI Distribution by Period 17.1 IVR Applications Reports by Interval 17.2 IVR Applications Reports by Date 18.1 IVR Ports Groups Reports by Interval 18.2 IVR Ports Groups Reports by Date 19.2 Outbound Calls Report by Date 19.3 Dial List by Date 19.4 Dial List Calls by Date 19.6 Dial List Calls Status by Date 21.1 Release Codes by Interval 21.2 Release Codes by Date 21.
3 Analyzing Trends Launching the Open Window 2. Viewing Only Public and/or Private Templates 3. Opening a Predefined Template 4. Specifying Template Parameters 5. (Optional)Customizing a Template 6. (Optional)Saving a Template with a New Name 7. Generating a Report Predefined templates that you have created, by saving the template under a new name, can be deleted. For information, refer to Deleting a Predefined Template on page 43.
3 Analyzing Trends Opening a Predefined Template To filter the list of templates, select the Public check box, the Private check box, or both check boxes to display the appropriate templates. Opening a Predefined Template You open the predefined template that you want to base your report on. Predefined templates provided by Enterprise Contact Center Reports are organized by entity. Entities are administrative objects in the ShoreTel system, upon which system operations are based.
3 Analyzing Trends Hints for Using a Relative Monthly Date Range You can click Quick Search to find a specific entity. In the resulting field, enter an entity name. Entities with the specified name are shown at the top of the associated list. 3. Click OK. 4. Define the template date range by clicking a Date field in the Parameters window. In the Date window, specify the From and To dates: Now Minus Days — Period of past days relative to the current day.
3 Analyzing Trends Customizing a Template If you specify a From and To relative monthly date range of 0, the report is generated from the first of the current month to the current day. If you specify a From relative monthly date range of 1, and a To range of 0, the report is generated from the first of the previous month to the current day. If you specify a From relative monthly date range of 5, and a To range of 5, the report is generated for the entire month that was five months prior.
3 Analyzing Trends Creating a Formula Field Complete the following steps to delete a data field: 1. In an open template, right-click on the title of the field you want to remove from the template. 2. From the menu, choose Delete Column. Complete the following steps to add a data field: 1. In an open template, right-click the field title area and select Add Column. 2. In the Add New Column window, select the field you want to add. You may need to scroll down to see the full list of available fields.
3 Analyzing Trends Rearranging Data Fields 7. Specify the Formula Type. This ensures that the correct internal operators are used to format the formula, so that you get the expected result. 8. Click Verify to test that the formula is valid. 9. Click Save to save the formula field under its current name. If you want to save the formula field under a different name, click Save As.
3 Analyzing Trends Editing Text Complete the following steps to sort fields: 1. Click Tools > Sort > Change. 2. Drag and drop the appropriate fields from and to the Columns Available for Sorting and Sort Columns lists. 3. If you want the field order to be ascending, select the Ascending check box associated with the field. 4. Click OK. To remove a sort criteria from a template or report, click Tools > Sort > Clear. Editing Text You can edit the text shown in a template.
3 Analyzing Trends Changing the Visual Frame around Parameters The Color Modification window uses the RGB color model. The RGB value for each color is displayed in the associated color box. The X shows the actual color. 3. Click OK. Changing the Visual Frame around Parameters The parameters area of the template can be set off with a visual frame. By default, the frame is raised. You can change the frame to a simple box, or remove it entirely. Complete the following steps to change the visual frame: 1.
3 Analyzing Trends Saving a Template with a New Name Saving a Template with a New Name If you have specified the parameters of a template or customized it, and you want to use the template again, you can save it under a new name. Templates modified in this manner are considered predefined templates, and are accessible from File > Open. Complete the following steps to save a template with a new name: 1. Click File > Save As or click the Save Template As icon on the toolbar. 2.
3 Analyzing Trends Manually Generating a Report Manually Generating a Report Manually generating a report allows you to view and use the data immediately. Complete the following steps to manually generate a report: 1. In an open template, click Report > Generate for click on the Generate Report from Template icon. 2. If the template’s parameters are not defined, the Parameters window opens. A template must have parameters before the report can be generated.
3 Analyzing Trends Automatically Generating a Report (Scheduling a Report) Every Week — Run the report once a week, on the day specified in the associated field. Every Month — Run the once a month, on the date specified in the associated field. Specific — Generate the report on this specific day only. Every Hour — Generate the report every number of specified hours. Specific — Generate the report at this specific hour only. 4.
3 Analyzing Trends Deleting a Predefined Template Available Options — Depending on the type of file format you selected, three type options may become available: Append Report Parameters, Append Total Rows, and Append Subtotals. Append Date/Time — Adds the date and/or time to the file name. Format — If the Append Date/Time option is checked, select the date and time format you want to use.
3 Analyzing Trends Creating a Historical Report Using a Blank Template Creating a Historical Report Using a Blank Template Templates are used to create reports. Generally, it is recommended to base your historical reports on predefined templates because they contain commonly used data fields. However, if your data needs are not met by a predefined template, Contact Center Reports provides a series of blank templates to use instead.
3 Analyzing Trends Specifying Blank Template Parameters 4. Click Add Column. Specifying Blank Template Parameters In addition to data fields, templates contain parameters. A parameter defines the reporting criteria, specifically the report’s entities, date range, time range, and interval, where applicable. You must specify a template’s parameters before the report can be generated. Refer to Specifying Template Parameters on page 33 for more information.
3 Analyzing Trends Filtering Fields in a Report Managing Scheduled Reports Filtering Fields in a Report Sometimes you may need to omit data in a report according to a certain criteria. In order to do so, you can filter the fields that appear in the report, as explained in Filtering Fields on page 37. Filters defined for reports can not be saved. In filtered reports, although some records are filtered out, the “total” line calculates the totals as if those filtered records were part of the report.
3 Analyzing Trends Automatically Emailing Reports 3. If you have not previously specified the template’s parameters, the Parameters window opens, and you must define the parameters before you can print the report. Refer to Specifying Template Parameters on page 33 for more information. Manually Printing a Report Manually printing a report allows you to view and use the data immediately. To manually print a report, open the report, and click File > Print or click the Print Report icon.
3 Analyzing Trends Managing Scheduled Reports Complete the following steps to manually export a report: 1. In an open report, click File > Export or click on the Export Report Content icon. 2. Specify the File Name and Type, select Available options, if applicable, and then click Save. 3. If you want to change File Name, Type, or Available options for the export file, click Browse to specify the new information. 4. Click Export Data.
3 Analyzing Trends Generating Reports on IVR Applications Complete the following steps to specify a DNIS for an IVR application for voice calls: 1. From Contact Center Director, select Routing > DNIS. 2. To create a new DNIS, click New, enter the required options, and click Create. 3. To edit an existing DNIS, select the DNIS, enter the required options, and click Save. The following list includes the DNIS options: Name — A unique name for the DNIS.
3 Analyzing Trends Understanding Historical Report Results Max ACD Talk Time — The amount of time that interaction with an email must exceed to be counted as “too long” in historical reports. Interval Time — The time period that will be monitored for realtime reports for the email DNIS Service Time Intervals — The time intervals in which emails are monitored. Statistics on the emails can be viewed in STI histogram reports that show the number of emails waiting in each given interval.
3 Analyzing Trends How Inbound ACD Call Numbers are Calculated Update Reason Record is marked as Final Failure. The system was unable to dial the number; or The number was successfully dialed by the system, but marked Callback Terminate by the agent. Record is marked as First Failure. One or more numbers (but not all) could not be dialed by the system; or One or more numbers (but not all) were successfully dialed by the system, but marked Callback Terminate by the agent.
CHAPTER 4. Communicating with Agents Wallboard Director enables you to communicate with entire groups of agents simultaneously, while providing you with important information instantaneously. Using Wallboard Director, you can create and store new wallboard messages, modify existing messages, and customize messages for individual groups. You also can create customized scenarios, which may include messages and pop-ups. Pop-ups display a message at a specific time for predefined periods.
4 Communicating with Agents Message Editor Window The toolbar provides the following functions: Wallboard (1) — Opens the Wallboard window. Logout (2) — Exits Wallboard Director and any other currently open Contact Center supervisor applications. Message Editor Window The Message Editor window is used to create and edit messages to be displayed on the wallboard.
4 Communicating with Agents Message Editor Window Each box represents one character, and the paragraph marks represent parameters included in the messages. You can change the color of individual characters by right-clicking their boxes. Each line has 40 characters, for a total of 80 characters. The two lines of the message area are not continuous. Therefore, a message that begins on Line 1 and extends longer than 40 characters does not automatically continue on the next line.
4 Communicating with Agents Adding Parameters to a Message 5. Click Delete. 6. Click Yes to delete the message, or click No to cancel. Deleting a message removes it from any scenario in which it appeared. Adding Parameters to a Message The messages displayed on the wallboard often contain important information that supervisors may want to convey to agents. This information can be taken from real-time reports by specifying a predefined parameter.
4 Communicating with Agents Adding Parameters to a Message Avg queue time — Average wait time of Incoming ACD calls waiting in the groups queue. Max queue time — Longest wait time of Incoming ACD calls waiting in the groups queue. STI 1 - STI 6 — One more step in the STI will be the target ASA, to see how many calls wait more than the target ASA. Information For Now Agents — Number of logged in agents. Rls agns — Number of agents in release state.
4 Communicating with Agents Changing the Message Colors RQD agns — Required Number of Agents In Order To Meet The Target-ASA T ASA — Not a statistical parameter but displays the target ASA for the group as defined by the administrator On The Previous Time-Interval TSF LP — The TSF for the Last Period RQD agns LP — Required Number of Agents in Order to Meet the Target-ASA in Last Period Abnd LP — Number of Abandoned Calls in Last Period Changing the Message Colors Wallboard Director
4 Communicating with Agents The Wallboard Window In the Message Editor, in the Select Parameter dialog box, there is an option to assign the parameter to a specific group. This assignment is used if no assignment was made in one of the previous options. In the Message Editor, there is an option to define a default group for the message. This group is used for every parameter that was not assigned to a group in any of the previous stages.
4 Communicating with Agents Config Tab Threshold Colors — Thresholds are specific event values that, if exceeded, are marked by special colors. These colors are used in the wallboard to show values that have exceeded the threshold values. The color on the right indicates that the threshold of calls is almost reached and could become a problem. The color on the left indicates that the threshold has been surpassed and a major problem is at hand.
4 Communicating with Agents Scenario Tab Scenario Tab The Scenario tab is used to define the message scenario for the selected wallboard. A message scenario is a sequence of messages. Each message within the scenario is displayed on the wallboard for a specific amount of time. The Message Library lists all messages created in the Message Editor. The Scenario Table contains the names of the messages in the order they appear along with the display time, in seconds.
4 Communicating with Agents Pop-Up Tab To change the position of a message within the scenario, click the message in the scenario and use the Up/Down arrow buttons to either promote or demote the selected message. Add/Edit Message in a Scenario Dialog Box The Add/Edit Message dialog box is displayed when you click the Add/Edit buttons in the Wallboard window in the Scenario tab.
4 Communicating with Agents Pop-Up Tab 3. In To Date, enter the date when the message is to stop appearing on the wallboard. The date must be in the MM/DD/YY format. 4. In From Time, enter the time when the message is to start appearing on the wallboard. The time must be in the 12 hour format (AM/PM). 5. In To Time, enter the time when the message is to stop appearing on the wallboard. The time must be in the 12 hour format (AM/PM). 6.
4 Communicating with Agents Pop-Up Tab Concatenate to scenario — In this mode the pop-up message is added to the scenario as if it were part of the scenario. It does not replace the scenario messages but is added in between. Wipe Out — In this mode, the pop-up message is displayed cyclically (the cycle time is defined by the Every parameter) for the duration defined by the Time parameter. When the pop-up message is displayed, it replaces the currently “supposed to be displayed” message.
