NEC Neax2000 Ivs Callcenterworx System Manual
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Wall Display Board Assignments
11.2 Scheduling Message Sets
The Schedule Wallboard Message Sets screen (Figure 10-15) lists the message sets that have been
constructed and sets up the display plan for them, determining:
Type of display
Individual wall board destination (display number)
Speed (interval between messages in a multi-message set)
Figure 10-15 Schedule Wallboard Message Sets
STEP 1: In the Configuration menu, select Wallboard Message Sets.
STEP 2: Select
Schedule.
STEP 3: Select
Add Message Set to open the dialog box.
STEP 4: Select the
(Message) Set Name from a drop-down list of assigned messages.
STEP 5: Select the
Display (Board) Number from the drop-down list of 1 to 4.
STEP 6: Select
Add.
STEP 7: Select the
Display Speed (from 1 = slowest to 5 = fastest).
STEP 8: Select
OK. A box will appear stating that the Message Set has been sent to the display board.
STEP 9: To remove a message set previously scheduled, highlight the scheduled message to be deleted and
press the
Remove Message Set button.
STEP 10: Select
OK to close the dialog.
CHAPTER 10 NDA-24213 Page 228 Issue 3.0 MIS Procedures Reports 12. Reports CallCenterWorX MIS contains a set of statistical reports providing data to guide call center management decisions. The MIS maintains a database of the past 40 days of statistical data. The current and previous days’ statistics are stored on an hourly basis (up to a maximum of 47 hours), while daily data is stored for the preceding 38 days. Using a series of menus, statistical data is separated into: Major categories Minor categories Report dialogs 12.1 Major Categories The Major Categories are the first level of menu items displayed when you select one of the MIS main menus (such as Configuration, Status Screens, or Reports). Figure 10-16 shows the major categories available under the Reports menu, which are Agent Reports, Agent Group Reports, Split Reports, Pilot Reports, Trunk Group Reports, and Tally Code Reports. Figure 10-16 Major Report Categories
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12.2 Minor Categories
Each major category (such as Agent Reports) has its own set of minor category reports. Figure 10-17
shows the minor categories associated with the
Agent Reports major category (Summary, ACD Detail,
PBX Detail, Staffing, and Breaks).
Figure 10-17 Minor Report Categories
CHAPTER 10 NDA-24213 Page 230 Issue 3.0 MIS Procedures Reports 12.3 Generating a Report The following sample procedure focuses on generating an Agent Report, but the window elements and navigation tools used in the procedure are generic and can be applied when generating any CallCenterWorX MIS report. 12.3.1 Selecting the Subject STEP 1: From the Reports menu (Figure 10-16) select one of the Major categories (in this example, we have selected Agent Reports). STEP 2: Click on a Minor category from the Major category you selected in Step 1 (Figure 10-17). STEP 3: The Agent Report window displays (Figure 10-18), allowing you to select the parameters for your report. (In this example, any of the reports on the Agent Report Minor Category menu would bring up this window.) Figure 10-18 Agent Report Window STEP 4: Click on the drop-down menu and select the number of the entity you want the report to focus on. Important:This example shows the Agent ID drop down menu, but the field name will vary depending on the Major and Minor category used to access the Report window. STEP 5: Choose from the following Data Types: Click the Hourly radio button to activate the Hourly Duration box. Then go to Step 6.
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Click the Daily radio button to activate the Daily Duration box. Then go to Step 7.
STEP 6: Choose from the following in the Hourly Duration box:
Click the
Today or Yesterday radio button. Go to Step8.
Click the
Specified radio button to activate the From and To fields. Go to Step9.
STEP 7: Choose from the following in the Daily Duration box:
Click the
Month radio button in the Daily Duration box. Go to Step 8.
Click the Week radio button. Go to Step 8.
Click the Specified radio button to activate the From and To fields. Go to Step 9.
STEP 8: Choose from the following in the Select Month box:
Click the
Current radio button. Go to Step 9.
Click the
Previous radio button. Go to Step 9.
Click the
Specified radio button to activate the
From and
To fields. Go to Step9.
STEP 9: Highlight the day, month, hour, or minutes in the
From field, then use the up and down arrows to
adjust the date and time to determine when the report should begin. Or, you can use the large down
arrow (to the right of the up and down arrows) to display a calendar to select the day and month. Then
go to
Step 10.
Figure 10-19 Calendar Drop Down Menu
CHAPTER 10 NDA-24213 Page 232 Issue 3.0 MIS Procedures Reports STEP 10: Click OK. The data will be retrieved from stored information, formatted into a report, and displayed on the monitor. All of the reports are designed to be displayed so that no left-right scrolling is needed to see all of the data. Data may be scrolled up and down a line or a page at a time to bring the most pertinent data within view. Figure 10-20 Specifying Report Parameters Select Major Category from Reports menu Select Minor Category from submenu Category Report window displays Select report subject number or name Choose data type Hourly or Daily Hourly Daily Choose duration Specified or Today/Yesterday Specified Today/Yesterday Choose Month/Week or Specified Month/Week Select Current or Previous or Specified Specified Select report period From and To 562 562 562 562 562 562 562 562 562 562 562 562 562 562 562 562 562 562 562 562 Click OK
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12.3.2 Formatting a Report
A print preview capability lets you see the default layout of a text report. A modifiable grid screen
(see Figure 10-21) allows you to drag-and-drop or change the size of certain columns or rows. Each
column can be sorted by alphabetical order
.
Figure 10-21 Report Layout Grid
Check the Save settings to profile checkbox to save the profile in the NT registry.
CHAPTER 10 NDA-24213 Page 234 Issue 3.0 MIS Procedures Reports 12.4 Scheduling and Printing a Report CallCenterWorX allows you to schedule a report for output to the printer at a selected time using the Report Scheduler window (see Figure 10-22). Any report which can be generated can be scheduled for output. Up to 50 reports can be registered in the schedule. Once registered, the report(s) will automatically be sent to the printer at the specified output time. In order to register a report for scheduled output, you must complete three steps. Steps (a) and (b) are the same as for displaying a report to the screen (see Heading 12.3, “Generating a Report”), but Step (c) is unique to scheduling a report to print. (a) Identify the report subject. (b) Specify the timeframe the report covers. (c) Specify the hour and minute when the printed output should be generated. Note:Reports cannot be set to generate on-the-hour. STEP 1: Under the Reports menu, select Scheduler. The Report Scheduler window displays (see Figure 10-22). Figure 10-22 Report Scheduler Window STEP 2: Press the Add a report button, causing the Add a Report window to display. STEP 3: Press the Select a report button in the Add a Report window and choose a Major category (in this example, Split Reports) and a Minor category (in this example, Breaks) from the drop-down menu, as in the example in Figure 10-23.
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Figure 10-23 Add a Report Window
STEP 4: Press Next>. The Report Duration window displays (see Figure 10-24).
Figure 10-24 Report Duration Window
STEP 5: Select the Duration, Range, and Previous parameters.
CHAPTER 10 NDA-24213 Page 236 Issue 3.0 MIS Procedures Reports STEP 6: Press Next>. The Report Output Time window displays (see Figure 10-25). Figure 10-25 Report Output Time Window STEP 7: Select the Duration, Day and Hour Frequency and whether to Suppress weekend output (see Heading 12.5 “Weekend Suppression of Printing” below for important considerations on scheduling print output on weekends). STEP 8: Press Finish. The Report Scheduler window (see Figure 10-26) displays showing the output settings of the report just entered. Figure 10-26 Completed Report Output Schedule