Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
39 Creating and scheduling scripts 
Scheduling scripted reports to print
Reports can be scheduled to print automatically at a convenient time. 
NOTE:
To run an automatic script at a specific time, a scheduling package 
must be installed on your PC.
Although you have a choice of many scheduling packages, the following 
three scheduling packages have been tested with the Scripting interface. 
This is not an endorsement for any of these packages.
nMicrosoft’s System Agent (part of the Windows 95 Plus Pack)
nTask Scheduler (part of Microsoft Internet Explorer 4.0 for Windows 
95, Windows 98, and Windows NT 4.0)
nUnisyn Software LLC AutoMate™ Professional for Windows 95, 
Windows 98, and Windows NT
Refer to the scheduling package documentation for instructions on 
scheduling the script to run.
Using Scripting to export report data
The ability to export report data gives you the ability to use the report data 
from the ACD in other applications. A common use of this feature is 
exporting report data for use in a Microsoft Excel spreadsheet.
To automatically export report data, complete the following steps:
1. Select one of the data export items from the Edit or pop-up menus on 
a report output window.
The Export Chart Data, Export Table Data, or Export All Data 
window is displayed.
2. Complete the data export window, but do not select OK. 
						

							Managing features 
40 Creating and scheduling scripts 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
3. Select the Script button.
The Save As Script window is displayed.
4. Complete the Save in: and the File name: fields on the Save as Script 
window.
Execute the script to run the report with the script inputs, export the resulting 
data, and then exit the report.
Using Scripting to schedule
operations to occur automatically
In addition to scheduling reports, you may want to create a script for some of 
the call center operations that you perform. Below is an example of an 
operation you might want to automate. 
Scripting an agent trace
You may receive requests to trace agent activities. You can use Scripting to 
create scripts that run an agent trace and then schedule the scripts to run 
automatically. 
To create a script that activates an agent trace at a time that is appropriate to 
the agent’s work schedule, complete the following steps:
1. From the Agent Administration selector window, highlight Activate 
Agent Trace and select OK.
NOTE:
Be sure the appropriate ACD is selected. If you do not know 
how to select an ACD, refer to the CentreVu® Call Management 
System Release 3 Version 8 Administration (585-210-910) 
book.
The Activate Agent Trace window is displayed. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
41 Creating and scheduling scripts 
2. Type the Agent name
 or login id
 for which you want to trace call 
activity and select the Agent Trace-On button. 
3. From the Action menu, select Script.
The Save as Script-Action window is displayed. By default, Modify 
is selected for the Action field. 
4. Select OK.
The Save as Script window is displayed.
5. From the Save as Script window, select the folder in which to save 
the script, type a unique name
 for the script file (or you can accept 
the default file name already displayed), and accept Automatic as the 
script type.
The Save as Script acknowledgment window is displayed, indicating 
that the script has been saved. 
6. Select OK.
Organizing your scripts 
As you create more scripts, it is easier to keep them in order and manage 
them if you organize them into unique folders. By selecting Organize Scripts 
from the Scripts menu, you can perform conventional file operations. 
From the Organize Scripts window, you can:
nCreate new folders.
nRename scripts and folders.
nMove scripts and folders.
nDelete scripts and folders. 
						

							Managing features 
42 Assigning Dictionary names 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Assigning Dictionary names
The Dictionary subsystem can be used to assign names to call center entities, 
including login IDs, split/skills, call work codes, ACDs, agent groups, AUX 
reason codes, call profiles, logout reason codes, trunk groups, VDNs, and 
vectors. The assigned names then appear on reports, making them easier to 
interpret. The ability to assigning Dictionary names is especially useful for 
the entities, such as VDNs, that often have complex numbering schemes.
Things to know before you start
Below are some of the points you should keep in mind when assigning 
Dictionary names to call center entities:
nNames (synonyms) must begin with an alphabetic character.
nDictionary names can have from 1 to 20 characters.
nNames can include the underscore (_), blank ( ), comma (,), period 
(.), single quotes (“), and plus sign (+). Blanks ( ) are allowed in all 
Dictionary names except Calculation names and constant names 
(numbers) that are used in calculations.
nDescriptions can have 1 to 50 characters. Descriptions can include 
all printable characters except the semicolon (;), backslash (\), grave 
accent (), tilde (~), pipe (|), asterisk (*), and question mark (?).
nNames must be unique within each section of the Dictionary. For 
example, you can name trunk group 1 sales and split/skill 1 sales, 
but you cannot name split/skill 1 sales and split/skill 2 sales.
nPattern searching is enabled for string fields. For example, if you 
know that a field entry begins with the letters ac, you can type ac* in 
the field. The asterisk (*) matches any characters that follow the ac. 
The result may be several matches, no match, or one match. If you 
type an asterisk in the field or leave the field blank, you get a list of 
every name in Dictionary. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
43 Assigning Dictionary names 
nThe question mark (?) searches on a single character. For example, if 
you search on the letters ac and you type ac?, the question mark 
matches any single character that follows the ac.
Add a name for a call center entity
Use the following steps to give a call center entity (login IDs, split/skills, 
call work codes, ACDs, agent groups, AUX reason codes, call profiles, 
logout reason codes, trunk groups, VDNs, and vectors) a name that will 
display in reports:
1. Select Dictionary from the Commands menu.
2. Highlight the call center entity on the Operations tab.
3. Select OK.
The input window is displayed.
4. Complete the input fields:
5. Select Add from the Actions menu or select the Add button. Field Description
name:Enter the name that you want to display in 
reports.
number:Enter the number of the entity with which you 
want the name associated. 
For example, enter the number of the VDN.
description:Enter a description of the item.
For example, describe the type of VDN and the 
telephone number associated with it. 
						

							Managing features 
44 Assigning Dictionary names 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Creating an agent group
You can create agent groups for reporting purposes. This feature allows you 
to report on a specific set of agents, regardless of their split/skill 
assignments.
To create an agent group, complete the following steps:
1. Select Agent Groups from the Dictionary Operations window. 
2. Select the ACD on which you want to create the agent group.
3. Select OK.
The Agent Groups window is displayed.
4. Type the name of the agent group
 that you want to create. 
The group name should be descriptive and reflect your reasons for 
creating the group.
5. Select Add from the Actions menu or select the Add button.
The agent group is now created but does not have any agents assigned to the 
grouping. Complete the following steps to add agents to the group:
6. Select Get contents from the Actions menu or select the Get contents 
button.
7. Enter the Login IDs
 (or extensions) of the agents who you want to 
add to this group.
8. Select Add from the Actions menu or select the Add button.
NOTE:
If you remove an agent from an agent group, you will no longer see 
historical data for that agent on any reports that you run for that agent 
group. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
45 Running Reports 
Running Reports
The CentreVu CMS provides you with many reports that you can view using 
CentreVu Supervisor. In addition to these standard reports, you can create 
your own reports that are specific to your call center. 
For complete details about all of the standard reports available to you, refer 
to the CentreVu
® Supervisor Version 8 Reports (585-210-929) and the 
CentreVu® Call Management System Database Items (585-210-939) books.
For instructions on creating your own reports, refer to the CentreVu
® Report 
Designer (585-210-930) and the CentreVu® Custom Reports (585-215-822) 
books.
You can run standard reports on any measured subset of the ACD, including 
agents, splits/skills, trunks/trunk groups, VDNs, vectors, call work codes, 
and call records. Reports are also available for Agent Administration, Call 
Center Administration, Dictionary, Exceptions, and Maintenance.
To run a report, complete the following steps:
1. Select Reports from the Commands menu.
2. Select Real-Time, Historical, or Integrated.
3. Select a report from the Reports list box.
4. Select the ACD for which you want to run the report.
5. If you want to schedule the selected report to run at a certain time, 
select the Script button.
The Script button displays the Save as Script window, which lets you 
create a new script for the selected report, but does not run the report. 
The script type is set to interactive and cannot be changed.
6. Select OK.
The Reports input window is displayed. The inputs required vary, 
depending on which report you are running. 
						

							Managing features 
46 Running Reports 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
7. Fill in the input fields. 
Input fields are where you specify the information for which you are 
running the report. To complete the input fields, do any of the 
following:
nType in the name or number of the input requested.
nSelect the Browse button to view all of the available inputs.
nUse the history list to select an input that you have previously 
used.
8. For all reports (other than real-time and integrated), select the report 
destination. 
Reports can be viewed on screen or printed to any printer to which 
your PC is connected.
To select the report destination, do one of the following:
nSelect View Report on Screen, or
nSelect Print Report on destination and choose a printer.
9. Ensure that the correct ACD is selected. 
The current ACD is displayed at the bottom of the input window.
If you want to run a report for a different ACD than is selected, do 
the following:
a. Select Cancel to exit the input window.
b. Go to the selector window you chose in Step 3.
c. Change the ACD on the selector window.
d. Select the report you want to run.
e. Select OK to return to the input window.
f. Complete the input window.
10. Select OK. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
47 Defining Exceptions 
Defining Exceptions
An exception is a type of activity in the ACD that falls outside of the limits 
that you have defined. The CentreVu CMS includes an Exceptions 
subsystem that collects the exception data from the ACD and produces 
reports. You can use the Exception reports to help improve the performance 
of your call center. 
Exception conditions usually indicate abnormal or unacceptable 
performance in the ACD by agents, splits/skills, trunk groups, VDNs, or 
vectors. Use the CentreVu CMS Exceptions options to do the following:
nDefine conditions for ACD activity for which you want notification. 
Activities may include agents, splits/skills, trunk groups, VDNs and 
vectors. The types of exceptions available vary for each activity, but 
include such options as Time in Queue and Hold Time.
nRun the Real-time Exception Log.
nGenerate reports on agent, split/skill, trunk group, VDN, vector, 
malicious call trace, and other exceptions.
Setting the exception thresholds
To administer and activate exceptions, complete the following steps:
1. Select Exceptions from the CMS Tools menu.
2. Select the Operations tab.
3. Select the exception type for which you want to complete 
administration (agent, split/skill, trunk group, VDN, vector, or 
real-time exceptions log).
4. Set the threshold levels to a number between 0 and 999.
5. Select OK. 
						

							Managing features 
48 Activating data gathering 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Activating data gathering
If your system is not showing current data in reports or otherwise shows 
signs of not gathering the ACD data, then you need to turn on Data 
Collection. 
Turning on Data Collection
To turn on Data Collection, complete the following steps:
1. Select CMS System Setup from the Tools menu
2. Select the Operations Tab
3. Select Data Collection
The Data Collection input window is displayed.
4. Select the ACD from which you want to collect data from the 
drop-down menu.
5. Select the On button.
6. Select Modify from the Actions menu.