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Cisco ICM SoftwareSupervisor GuideICM Software Version 4.5Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAhttp

x ContentsFiguresFigure 1: ICR Call Routing...18Figure 2: Intelligent

100 Reporting BasicsÀ To modify a report definition:1. With a report displayed, choose Edit→Definition. The DefinitionEditor appears.2. Make the ch

Exporting Report Data 1014. Reporting BasicsÀ To delete a report definition:1. Invoke the DOS Command Prompt from the Windows NT ProgramManager.2.

102 Reporting Basics6. Enter a file name. (You do not have to enter an extension.) Bydefault, the file is stored in a custom subdirectory based on th

Setting Workstation Preferences 1034. Reporting BasicsÀ To change workstation preferences:1. Choose Options→Preferences. The Preferences dialog box

104 Reporting Basics20 * 15 = 300 seconds (or five minutes)In the previous example, Monitor ICR would display an EventFeed Warning dialog box if it di

User Information 1054. Reporting Basics 4.14.1. Event Feed WarningThe Event Feed Warning dialog box appears if there is a problem withdata connectivi

106 Reporting BasicsThe User Information dialog box provides information for the ICRcentral database and the Admin Workstation local database, includi

1075. Setting Thresholds 5. Setting Thresholds andDrill-DownsYou can set up reports to alert you when certain values exceed or fallbelow expected leve

108 Setting Thresholds and Drill-Downs5.1. Setting Thresholds in ReportsThe Threshold Editor lets you set threshold alerts on certain data in areport

Setting Thresholds in Reports 1095. Setting Thresholds Relation. This option toggles to the >= or <= relations byclicking on the down-arrows.

Contents xiContentsTablesTable 1: Aspect, Lucent, and Nortel—ICR Terminology Mapping...33Table 2: Rockwell and Siemens—ICR Termin

110 Setting Thresholds and Drill-Downs 5.1.2. Saving Threshold SettingsYou must save the report in order for the threshold settings to be savedin the

Using Drill-Downs in Reports 1115. Setting ThresholdsTable 9: Drill-Down HierarchyType of Report (orreport component) Drill-Downs availableBase-only

112 Setting Thresholds and Drill-DownsThe DrillDown Editor dialog box lists the drill-down templates availablefor the report component. Monitor ICR ha

Using Drill-Downs in Reports 1135. Setting ThresholdsMoving Between Report ComponentsYou can assign drill-downs to other components in the same report

114 Setting Thresholds and Drill-DownsÀ To invoke drill-downs:With the report displayed, perform one of the following steps, dependingon the type of

Using Drill-Downs in Reports 1155. Setting ThresholdsChoose File→Close to close the active drill-down window.Optionally, you can save the drill-down w

116 Setting Thresholds and Drill-Downs

1176. Scheduling Reports 6. Scheduling ReportsAs you build a collection of Monitor ICR reports, you might decide thatyou’d like to have certain report

118 Scheduling Reports6.1. ICR Job SchedulerAs a supervisor, your most common use of the ICR Job Scheduler willbe to print reports at specific dates

ICR Job Scheduler 1196. Scheduling Reports3. Click on a printer to use for reports.4. Optionally, you can click on the Setup button to display a Doc

xii Contents

120 Scheduling ReportsThe initial window displays several fields of data: Frequency. Specifies the frequency with which the job will beexecuted. Pos

ICR Job Scheduler 1216. Scheduling ReportsÀ To set up the print job details:1. In the ICR Job Scheduler window, click the New button. The JobDetails

122 Scheduling ReportsYou must enter the directory name and the file name for each report.Also, for multiple entries, be sure to include spaces betwee

ICR Job Scheduler 1236. Scheduling ReportsÀ To change a scheduled job:1. In the ICR Job Scheduler window, select a job from the list ofscheduled job

124 Scheduling ReportsÀ To inspect a log file:1. In the ICR Job Scheduler window, click the Inspect Log button.A Select Log dialog box appears:2. S

1257. Available Data 7. Available DataThe Intelligent CallRouter databases collect historical and real-time dataabout agent activity and the calls bei

126 Available Data7.1. Skill Group DataThe ICR tracks information about the skill groups at each peripheral. Askill group is a collection of agents

Skill Group Data 1277. Available Data Agents reserved. The number of agents currently in the reservedstate. A reserved agent is awaiting an interflo

128 Available Data7.2. Agent DataWith GEOTEL•Agent Reporting enabled, the ICR tracks data for theagents within the call center enterprise. An agent i

Agent Data 1297. Available Data 7.2.2. Agent StatusThe ICR tracks agent status by position, skill group, and by agent name.Specifically, the ICR recor

xiiiPrefacePrefacePurposeThis manual describes how to monitor enterprise call center activity withthe real-time and historical reporting features of t

130 Available Data Incoming calls total. The total number of inbound ACD callshandled by the agent during the interval. This value is incrementedwhe

Agent Data 1317. Available Data Abandoned calls hold. The total number of ACD calls that wereabandoned while being held at an agent’s position. The

132 Available Data Assistance calls percent. The percentage of time that the agentspent during the interval on supervisor-assisted calls. This value

Agent States and Time Allocations 1337. Available DataThe following ICR database tables store agent state and time allocationdata: Agent_Skill_Group

134 Available Data 7.3.1. ICR Agent State TerminologyThe ICR tracks the following agent states. Tables 11-13, later in thischapter, maps the ICR agen

Agent States and Time Allocations 1357. Available DataThe ICR tracks the number of agents in each state along with the timeagents spend in specific st

136 Available DataThe ICR also tracks the total amount of time agents in a skill groupspend in specific states. For each specific state, time is recor

Agent States and Time Allocations 1377. Available Data 7.3.2. ICR Agent State Mapping To PeripheralsThe ICR uses certain terms to describe the work s

138 Available DataGEOTELICRAspectCallCenter Lucent DEFINITY ECS Nortel MeridianTalkingOtherTalking InsideSupervisor LineMSG1HELP1AUX IN/OUTACW IN/OUTD

Agent States and Time Allocations 1397. Available DataTable 12 shows the ICR agent state terms and how they correspond tothe terms used by Rockwell an

xiv PrefaceChapter 6, “ Scheduling Reports”Describes how to schedule reports to print automatically by usingthe ICR Job Scheduler tool.Chapter 7, “Ava

140 Available DataGEOTELICRRockwellGalaxyRockwellSpectrumSiemensHICOM 300ESiemens Rolm9751 CBXWork NotReadyN.A. Call work andavailable consolelamp not

Service Data 1417. Available DataGEOTELICR Alcatel 4400 NEC NEAX 2400 Ericsson ACP100Work Ready Agent WorkingAfter Call/Wrap-upWork Agent not readyWor

142 Available Data Calls offered. The total number of calls offered to the service duringan interval. This includes both incoming and internal calls

Service Data 1437. Available DataAs a simple example, if you had 50 calls that were answered in under 30seconds and 80 calls that took longer than 30

144 Available Dataperipheral service level, is a proprietary service level as calculated bythe peripheral. Some peripherals support more than one type

Enterprise Data 1457. Available Data 7.4.4. Agent Time AllocationsThe ICR tracks several data categories related to the time a peripheralservice’s ag

146 Available Data 7.5.1. Enterprise CalculationsThe ICR can simply total some statistics to obtain enterprise-widevalues. For example, to obtain the

Service Array Data 1477. Available Data Calls Abandoned. The number of calls to the trunk group that wereabandoned during a current or previous half

148 Available DataService_Real_Time and Service_Half_Hour tables. To arrive at dailyvalues, the ICR sums the Service_Half_Hour rows for each day.The I

Peripheral Data 1497. Available Data 7.9.1. Service LevelThe ICR tracks the service level for a route based on the calculationmethod that is in use fo

Preface xvPrefaceOther Publications Intelligent CallRouter Custom Screen Builder Tutorial Intelligent CallRouter Database Schema Handbook Intell

150 Available Data7.11. Application Gateway DataYou can report on several types of data related to application gateways.The GEOTEL•Gateway feature al

Routing Client Data 1517. Available Data7.12. Call Type DataThe ICR allows to report statistics for the call types defined in thesystem. A call type

152 Available Data Receive in error. The number or routing requests from the routingclient that produced errors during the five-minute interval. T

1538. Template Reference 8. Template ReferenceThe ICR comes with predefined templates that simplify the process ofgenerating reports. The predefined t

154 Template Reference8.1. Real-Time and Historical TemplatesThe real-time templates generate reports that show the current state ofthe call center e

Real-Time and Historical Templates 1558. Template Referenceagteam01_agent_status_by_positionDescriptionThis template generates a real-time grid report

156 Template Referenceagteam02_agent_status_by_skillgroupDescriptionThis template generates a real-time grid report that shows the status ofeach agent

Real-Time and Historical Templates 1578. Template Referenceagteam03_logout_status_by_teamDescriptionThis template generates a historical grid report t

158 Template Referenceagteam04_daily_agent_activityDescriptionThis template generates a historical grid report that shows daily agentcall handling act

Real-Time and Historical Templates 1598. Template ReferenceCallback message average length. The average length in seconds forcallback messages that we

xvi Preface

160 Template Referenceagteam05_agent_daily_perfDescriptionThis template generates a historical grid report of agent performanceover a specified time p

Real-Time and Historical Templates 1618. Template ReferenceHold calls out percent. The percentage of hold time associated withoutbound calls the agent

162 Template ReferenceConference calls out average. The average time in seconds that theagent spent in conference on agent-initiated calls during the

Real-Time and Historical Templates 1638. Template Referenceagtper01_agent_status_by_positionDescriptionThis template generates a real-time grid report

164 Template Referenceagtper02_agent_status_by_skillgroupDescriptionThis template generates a real-time grid report that shows current statusof each a

Real-Time and Historical Templates 1658. Template Referenceagtper03_logout_status_by_peripheralDescriptionThis template generates a historical grid re

166 Template Referenceagtper04_daily_agent_activityDescriptionThis template generates a historical grid report that details the callhandling activity

Real-Time and Historical Templates 1678. Template ReferenceCallback message average length. The average length in seconds forcallback messages that we

168 Template Referenceagtper05_agent_daily_perfDescriptionThis template generates a historical grid report that shows agentperformance by peripheral o

Real-Time and Historical Templates 1698. Template ReferenceHold calls internal. The total number of completed internal calls theagent placed on hold f

171. Overview 1. OverviewThe GEOTEL Intelligent CallRouter (ICR) improves the level ofcustomer service offered by geographically distributed call cent

170 Template ReferenceConference calls out average. The average time in seconds that theagent spent in conference on agent-initiated calls during the

Real-Time and Historical Templates 1718. Template Referenceagtskg01_agent_status_by_positionDescriptionThis template generates a real-time grid report

172 Template Referenceagtskg02_agent_status_by_skillgroupDescriptionThis template generates a real-time grid report that details the currentstatus of

Real-Time and Historical Templates 1738. Template Referenceagtskg03_logout_status_by_skillgroupDescriptionThis template generates a historical grid re

174 Template Referenceagtskg04_daily_agent_activityDescriptionThis template generates a historical grid report that shows agent callhandling activity

Real-Time and Historical Templates 1758. Template ReferenceCallback message average length. The average length in seconds forcallback messages that we

176 Template Referenceagtskg05_agent_daily_perfDescriptionThis template generates a historical grid report that shows agentperformance over a specifie

Real-Time and Historical Templates 1778. Template ReferenceHold calls internal. The total number of completed internal calls theagent placed on hold f

178 Template ReferenceConference calls out average. The average time in seconds that theagent spent in conference on agent-initiated calls during the

Real-Time and Historical Templates 1798. Template Referenceapgate11_status_by_half_hourDescriptionThis template generates a historical, tabular report

18 Overview1.1. What is the Intelligent CallRouter?The Intelligent CallRouter (ICR) is a software-based call processingsystem that provides call-by-c

180 Template Referencecaltyp01_status_gridDescriptionThis template generates a real-time grid that shows data on call types inthe ICR system. Data sho

Real-Time and Historical Templates 1818. Template Referencecaltyp02_count_graphDescriptionThis template generates a real-time, stacked bar graph that

182 Template Referenceentskg01_status_#_graphDescriptionThis template generates a real-time, stacked bar graph that shows thenumber of active agents f

Real-Time and Historical Templates 1838. Template Referenceentskg02_status_gridDescriptionThis template generates a real-time grid that shows the numb

184 Template ReferenceTherefore, while active in one skill group, the agent is considered bythe other skill groups to be in the Busy Other state.Perce

Real-Time and Historical Templates 1858. Template Referenceentskg03_status_%_graphDescriptionThis template generates a real-time graph that shows the

186 Template Referenceentskg04_status_grid_to5DescriptionThis template generates a rolling five-minute grid that shows thefull-time equivalent (FTE) v

Real-Time and Historical Templates 1878. Template ReferenceFTE reserve. The FTE value for the time agents are in the Reservedstate. The Reserved state

188 Template Referenceentskg05_utilization_graphDescriptionThis template generates a real-time bar graph that shows a percentageutilization of agents

Real-Time and Historical Templates 1898. Template Referenceentskg06_halfhour_aht_gridDescriptionThis template generates a historical grid that shows c

What is the Intelligent CallRouter? 191. Overview 1.1.1. Where Does the ICR Fit In?The Intelligent CallRouter works directly with call centers and th

190 Template ReferenceFTE number of agents. The FTE number of logged on agents for theenterprise skill group. FTE (full-time equivalent) is the number

Real-Time and Historical Templates 1918. Template Referenceentskg07_daily_aht_gridDescriptionThis template generates a historical grid that displays c

192 Template ReferenceFTE number of agents. The FTE value for the number of logged onagents for the enterprise skill group. FTE (full-time equivalent)

Real-Time and Historical Templates 1938. Template Referenceentskg08_halfhour_perform_gridDescriptionThis template generates a historical grid that sho

194 Template ReferenceFTE wrap-up. The FTE number of agents involved in after-call work.FTE busy other. The FTE number of agents in the Busy Other sta

Real-Time and Historical Templates 1958. Template Referenceentskg09_normalized_agt_stateDescriptionThis template generates a stacked bar graph that sh

196 Template Referenceentsvc01_queue_delay_statusDescriptionThis template generates a real-time bar graph that displays data on thecurrent status of c

Real-Time and Historical Templates 1978. Template Referenceentsvc02_calls_statusDescriptionThis template generates a real-time, stacked bar graph that

198 Template Referenceentsvc03_effect_of_aban_on_servicelevelDescriptionThis template generates a real-time grid that shows the effect ofabandoned cal

Real-Time and Historical Templates 1998. Template Referenceentsvc04_calls_trend_analysisDescriptionThis template generates a real-time grid that shows

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUTNOTICE. ALL STATEMENTS, INFORMATION, AND RECOMME

20 Overview 1.1.2. Call RoutingA typical ICR-routed call goes through the following stages.Figure 3 illustrates these stages in detail. The Intellig

200 Template Referenceentsvc05_calls_offered_half_pieDescriptionThis template generates a real-time pie chart that shows the distributionof calls offe

Real-Time and Historical Templates 2018. Template Referenceentsvc06_serv_level_monitor_graphDescriptionThis template generates a real-time bar graph t

202 Template Referenceentsvc07_now_to5_gridDescriptionThis template generates a grid that provides call counts, queue status,and service level data in

Real-Time and Historical Templates 2038. Template ReferenceService level. The percentage of incoming calls to the enterprise servicethat were answered

204 Template Referenceentsvc08_gate_realtime_status_gridDescriptionThis template generates a grid report that provides real-time, half-hour,and daily

Real-Time and Historical Templates 2058. Template ReferenceCalls Handled – Half-Hour and Today (Nch). The total number ofcalls handled to completion b

206 Template Referenceentsvc09_svc_array_now_to5_gridDescriptionThis template generates a grid that provides call counts, queue status,and service lev

Real-Time and Historical Templates 2078. Template ReferenceService level. The percentage of incoming calls to the service array thatwere answered with

208 Template Referenceentsvc11_calls_analysis_daywiseDescriptionThis template generates a historical grid that provides daily totals oncalls and servi

Real-Time and Historical Templates 2098. Template Referenceentsvc12_calls_analysis_half_hourDescriptionThis template generates a historical grid that

What is the Intelligent CallRouter? 211. Overview 1.1.3. Pre-RoutingThe Intelligent CallRouter uses Pre-Routing® to ensure that incomingcalls reach th

210 Template ReferenceCalls abandoned. The number of calls during the half-hour interval inwhich the caller hung up before being connected with an age

Real-Time and Historical Templates 2118. Template Referenceentsvc13_calls_offered_daywise_graphDescriptionThis template generates a historical, overla

212 Template Referenceentsvc14_calls_handled_daywise_graphDescriptionThis template generates a historical, overlapped bar graph that shows thenumber o

Real-Time and Historical Templates 2138. Template Referenceentsvc15_calls_abandoned_daywise_graphDescriptionThis template generates a historical, over

214 Template Referenceentsvc16_calls_history_daywise_graphDescriptionThis template generates a historical line graph that shows the dailyhistory of ca

Real-Time and Historical Templates 2158. Template Referenceentsvc17_calls_offered_half_hourDescriptionThis template generates a historical, overlapped

216 Template Referenceentsvc18_gate_half_hourly_status_gridDescriptionThis template generates a grid report that provides half-hour statusinformation

Real-Time and Historical Templates 2178. Template ReferenceAverage Seconds for Abandoned Calls (ASB). The average seconds ofdelay time for all calls t

218 Template Referencenettrk01_status_gridDescriptionThis template generates a real-time grid that shows the status of trunksin selected network trunk

Real-Time and Historical Templates 2198. Template Referencenettrk02_grid_last_half_hourDescriptionThis template generates a real-time grid that shows

22 Overview See also: For more information on Enterprise CTI, see the Intelligent CallRouterProduct Description. 1.1.6. Call Routing ScriptsTo determ

220 Template Referencenettrk12_grid_half_hourDescriptionThis template generates a historical grid that shows half-hour data on thestatus of trunks in

Real-Time and Historical Templates 2218. Template Referenceperagt01_agent_status_by_positionDescriptionThis template generates a real-time grid report

222 Template Referenceperagt02_agent_status_by_skillgroupDescriptionThis template generates a real-time grid report that details the currentstatus of

Real-Time and Historical Templates 2238. Template Referenceperagt03_logout_status_by_agentDescriptionThis template generates a historical grid report

224 Template Referenceperagt04_daily_agent_activityDescriptionThis template generates a historical grid that shows the daily activity ofselected agent

Real-Time and Historical Templates 2258. Template ReferenceCallback message percent. The percentage of all calls handled by theagent for the period th

226 Template Referenceperagt05_agent_daily_perfDescriptionThis template generates a historical grid report of individual agentperformance over one or

Real-Time and Historical Templates 2278. Template ReferenceHold calls internal. The total number of completed internal calls theagent placed on hold f

228 Template ReferenceConference calls out average. The average time in seconds that theagent spent in conference on agent-initiated calls during the

Real-Time and Historical Templates 2298. Template Referenceperagt06_daily_agent_detailDescriptionThis template generates a historical grid that shows

The Call Center Enterprise 231. OverviewAlthough this management data is essential to call routing, it is alsoimportant for monitoring and reporting o

230 Template Referenceperiph01_peripheral_status_reportDescriptionThis template generates a real-time grid that shows switch status, calland agent sta

Real-Time and Historical Templates 2318. Template Referenceperiph02_galaxy_software_statusDescriptionThis template generates a real-time grid that sho

232 Template Referenceperiph03_galaxy_hardware_statusDescriptionThis template generates a real-time grid that shows processor, datareceive, control, a

Real-Time and Historical Templates 2338. Template Referenceperskg01_status_#_graphDescriptionThis template generates a real-time, stacked bar graph th

234 Template Referenceperskg02_status_gridDescriptionThis template generates a real-time grid that shows the number of agentsfrom selected peripheral

Real-Time and Historical Templates 2358. Template ReferenceAgents reserved. The number of agents currently in the reserved state.A reserved agent is a

236 Template Referenceperskg03_status_%_graphDescriptionThis template generates a real-time bar graph that shows the percentageof agents from selected

Real-Time and Historical Templates 2378. Template Referenceperskg04_status_grid_to5DescriptionThis template generates a rolling five-minute grid that

238 Template Referenceagent is awaiting an interflowed call and is unavailable to receiveany incoming calls. This state applies to agents on NorthernT

Real-Time and Historical Templates 2398. Template Referenceperskg05_utilization_graphDescriptionThis template generates a real-time bar graph that sho

24 OverviewFrom a reporting perspective, you can view agent and call routingstatistics on an enterprise-wide or peripheral-by-peripheral basis.Enterpr

240 Template Referenceperskg06_halfhour_aht_gridDescriptionThis template generates a historical grid that displays call counts andhandle time data by

Real-Time and Historical Templates 2418. Template ReferenceExample

242 Template Referenceperskg07_daily_aht_gridDescriptionThis template generates a historical grid that displays call counts andhandle time data on a p

Real-Time and Historical Templates 2438. Template ReferenceFull-time equivalent (FTE) number of agents. The FTE number oflogged on agents for the peri

244 Template Referenceperskg08_halfhour_perform_gridDescriptionThis template generates a historical grid that shows half-hour, full-timeequivalent (FT

Real-Time and Historical Templates 2458. Template ReferenceFTE busy other. The FTE number of agents who are in the Busy Otherstate (that is, busy in s

246 Template Referenceperskg09_normalized_agt_stateDescriptionThis template generates a stacked bar graph that shows the percentage ofthe time that al

Real-Time and Historical Templates 2478. Template Referenceperskg10_forecast_agents_status_gridDescriptionThis template generates a real-time grid tha

248 Template Referencepersvc01_queue_delay_statusDescriptionThis template generates a real-time bar graph that shows the currentstatus of call queues

Real-Time and Historical Templates 2498. Template Referencepersvc02_calls_statusDescriptionThis template generates a real-time, stacked bar graph that

The Call Center Enterprise 251. Overviewacross peripherals to form an enterprise Sales service. Figure 5 showsthe relationship between enterprise and

250 Template Referencepersvc03_effect_of_aban_on_servicelevelDescriptionThis template generates a real-time grid that shows the effect ofabandoned cal

Real-Time and Historical Templates 2518. Template Referencepersvc04_calls_trend_analysisDescriptionThis template generates a real-time grid that shows

252 Template Referencepersvc05_calls_offered_half_pieDescriptionThis template generates a real-time pie chart that shows the distributionof calls offe

Real-Time and Historical Templates 2538. Template Referencepersvc06_serv_level_monitor_graphDescriptionThis template generates a real-time bar graph t

254 Template Referencepersvc07_now_to5_gridDescriptionThis template generates a grid that provides call counts, queue status,and service level data in

Real-Time and Historical Templates 2558. Template ReferenceAverage talk time. The average time that agents for the peripheralservice spent talking on

256 Template Referencepersvc08_gate_realtime_status_gridDescriptionThis template generates a grid report that provides real-time, half-hour,and daily

Real-Time and Historical Templates 2578. Template ReferenceCalls Abandoned – Half-Hour and Today (Nca). The number andpercentage of calls in which the

258 Template Referencepersvc09_forecast_aht_offer_gridDescriptionThis template generates a grid report that compares data on actual andforecasted call

Real-Time and Historical Templates 2598. Template Referencepersvc11_calls_analysis_daywiseDescriptionThis template generates a historical grid that sh

26 OverviewFigure 6 shows the relationship between enterprise and peripheral skillgroups.Enterprise Skill GroupsACDACDACDHelpDeskHelpDesk Pri.HelpDesk

260 Template ReferenceCalls handled. The number of calls answered and finished for theperipheral service for the day. (Also provided as a percentage o

Real-Time and Historical Templates 2618. Template Referencepersvc12_calls_analysis_half_hourDescriptionThis template generates a historical grid that

262 Template ReferenceCalls handled. The number of calls answered and finished for theperipheral service during the half-hour interval. (Also provided

Real-Time and Historical Templates 2638. Template Referencepersvc13_calls_offered_daywise_graphDescriptionThis template generates a historical, overla

264 Template Referencepersvc14_calls_handled_daywise_graphDescriptionThis template generates a historical, overlapped bar graph that shows thenumber o

Real-Time and Historical Templates 2658. Template Referencepersvc15_calls_abandoned_daywise_graphDescriptionThis template generates a historical, over

266 Template Referencepersvc16_calls_history_daywise_graphDescriptionThis template generates a historical line graph that shows the history ofcalls fo

Real-Time and Historical Templates 2678. Template Referencepersvc17_calls_offered_half_hourDescriptionThis template generates a historical, overlapped

268 Template Referencepersvc18_gate_half_hourly_status_gridDescriptionThis template generates a grid report that provides half-hour statusinformation

Real-Time and Historical Templates 2698. Template ReferencePrimary Position Manned (PPM). The number of agents for theservice who were logged on to th

The Call Center Enterprise 271. Overview 1.2.2. Agents and Agent TeamsWithin the call center enterprise, an agent is anyone who can answerincoming ph

270 Template Referenceroutes01_queue_delay_statusDescriptionThis template generates a real-time bar graph that shows data on thecurrent status of call

Real-Time and Historical Templates 2718. Template Referenceroutes02_calls_statusDescriptionThis template generates a real-time bar graph that shows th

272 Template Referenceroutes03_effect_of_aban_on_servicelevelDescriptionThis template generates a real-time grid that shows the effect ofabandoned cal

Real-Time and Historical Templates 2738. Template Referenceroutes04_calls_trend_analysisDescriptionThis template generates a real-time grid that shows

274 Template Referenceroutes05_calls_offered_half_pieDescriptionThis template generates a real-time pie chart that shows the distributionof calls offe

Real-Time and Historical Templates 2758. Template Referenceroutes06_serv_level_monitor_graphDescriptionThis template generates a real-time bar graph t

276 Template Referenceroutes07_now_to5_gridDescriptionThis template generates a grid that provides call counts, queue status,and service level data in

Real-Time and Historical Templates 2778. Template ReferenceAverage talk time. The average time that agents for this route spenttalking on calls handle

278 Template Referenceroutes11_calls_analysis_daywiseDescriptionThis template generates a historical grid that provides daily totals onservice levels,

Real-Time and Historical Templates 2798. Template ReferenceCalls handled. The number of calls answered and finished for the routeduring the current fi

28 OverviewA network trunk group is a group of trunks organized to reflect therouting client’s view of trunks. A network trunk group can map to one or

280 Template Referenceroutes12_calls_analysis_half_hourDescriptionThis template generates a historical grid that provides half-hour callcounts, time i

Real-Time and Historical Templates 2818. Template ReferenceCalls handled. The number of calls answered and finished for the routeduring the half-hour

282 Template Referencertecli11_status_by_five_minutesDescriptionThis template generates a historical grid that shows data on routingclient requests an

Real-Time and Historical Templates 2838. Template Referenceschimp01_name_time_numbersThis template is used mainly by GEOTEL support engineers to test

284 Template Referencetrkgrp01_alltrunkbusy_graphDescriptionThis template generates a real-time bar graph that shows the number ofseconds that all tru

Real-Time and Historical Templates 2858. Template Referencetrkgrp02_idle_inservice_statusDescriptionThis template generates a real-time bar graph that

286 Template Referencetrkgrp03_trunkgroup_status_gridDescriptionThis template generates a real-time grid that shows the status of trunksin selected tr

Real-Time and Historical Templates 2878. Template Referencetrkgrp11_trunkgroup_performance_gridDescriptionThis template generates a historical grid th

288 Template Reference

289GlossaryGlossaryAbandoned callA call in which the caller hangs up before the call is answered. Calls inwhich the caller hangs up almost immediately

The Call Center Enterprise 291. OverviewFigure 9 shows an example of how service arrays relate to peripheralservices and network trunk groups.DALTrunk

290 GlossaryAgentAnyone who can answer incoming phone calls. A peripheral agent is anagent who is associated with a particular peripheral (ACD, PBX) i

Glossary 291GlossaryBy contrast, a call is not counted as handled until it is finished.Therefore, the number of answered calls and handled calls durin

292 GlossaryAW. See Admin Workstation.Basic Rate Interface (BRI)One of two levels of ISDN service. The BRI provides two bearerchannels for voice and d

Glossary 293Glossarycall. Termination call detail describes how a call was handled at aperipheral. See also Route Details and Termination Call Details

294 GlossaryCentral Office (CO)The switching office of the local telephone company. The local centraloffice receives calls from within the local area

Glossary 295GlossaryConnectionThe link between two nodes in a script or between a node and a routingtarget set. Connections show the flow of control b

296 GlossaryCustomer Routing Point (CRP)AT&T’s terminology for third-party processors that accept routingrequests from the CCSS7 network. Within t

Glossary 297Glossaryactually delete that Agent record; it marks the agent as deleted. Therecord is actually deleted when the dependency is removed.Dev

298 GlossaryDistributor. See Real-time distributor.DMP. See Device Management Protocol.DN. See Dialed Number.DNIS. See Dialed Number Identification Se

Glossary 299Glossaryeach location. The ICR implements enterprise-wide call distribution andallows calls to be sent to any network-addressable location

iiiContentsContentsPreface... xiiiPurpose...

30 OverviewRoutes are associated with a single peripheral and are not organized onan enterprise-wide basis. Figure 10 shows some examples of routes an

300 GlossaryGateway. See Application Gateway and ICR Gateway.Geographical region. See Region.GEOTEL•Agent ReportingAn optional ICR feature that allows

Glossary 301GlossaryGEOTEL•Web ViewAn optional ICR feature that allows you to use a Web browser formonitor-only access to real-time and historical ICR

302 GlossaryHDS. See Historical Data Server.Historical dataData collected at five-minute and half-hour intervals and stored in theICR central database

Glossary 303GlossaryInstanceA single installation of the ICR. An instance consists of severalcomponents (CallRouter, Logger, Peripheral Gateways, Admi

304 GlossaryJob SchedulerA tool that allows you to set up specific commands to be executedautomatically at given dates and times. You can schedule a c

Glossary 305GlossaryLogged OnA state in which agents have made their presence known to the system,but may or may not be ready to receive calls.LoggerT

306 GlossaryMonitor modeA Script Editor mode in which the number of routing requests that passthrough each connection of a script is shown on the scre

Glossary 307GlossaryNode ManagerA process that runs on each physical node (computer) in the ICR systemand manages other ICR processes on that system.

308 GlossaryPeripheralA switch, such as an ACD, PBX, or VRU, that receives calls that havebeen routed by the ICR.Peripheral Gateway (PG)The computer a

Glossary 309GlossaryPIM. See Peripheral Interface Manager.Post-query labelA routing label that causes the routing client to re-enter its call routingp

The Call Center Enterprise 311. OverviewCall TypesA call type is a category of incoming calls. Calls are categorized basedon dialed number (DN), calle

310 GlossaryPrivate networkA network made up of circuits for the exclusive use of one customer.Private networks can be nationwide in scope. They typic

Glossary 311GlossaryRedundant Array of Inexpensive Disks (RAID)A storage device that provides fault-tolerance through redundantphysical disks. A RAID

312 GlossaryRouteA value returned by a routing script that maps to a service and a specifictarget at a peripheral; that is, a service, skill group, ag

Glossary 313GlossarySCP. See Service Control Point.ScriptA defined procedure that the ICR can execute. The ICR supports twotypes of scripts: routing s

314 Glossaryservice level calculations for a time period, the ICR considers only callsthat had a service level event during that period. This ensures

Glossary 315GlossarySQL. See Structured Query Language.SQL ServerThe Microsoft® relational database product used for the ICR’s local andcentral databa

316 GlossaryTie lineA private trunk line that connects two ACDs or PBXs across a widearea.ToolbarThe row of buttons that appears, by default, at the t

Glossary 317GlossaryVariableA named object that can hold a value.Virtual call centerAn approach to enterprise-wide call center management that treatss

318 GlossaryNames and versions of scripts that are currently open.Mode of each open script.State, size, and position of each script window or icon.Cur

319IndexIndex—Symbols—.CMB filesextensions, 86.CSV. See Comma-separated valuesdata format—Numbers—1, 2, 3... option, 93800 number(s)ICR routing of, 20

32 Overview1.3. Peripheral-Specific TerminologyThe ICR supports several models of call center peripherals. Specifically,the ICR supports the followin

320 Indexagtper01_agent_status_by_position,163agtper02_agent_status_by_skillgroup,164agtper03_logout_status_by_peripheral,165agtper04_daily_agent_acti

Index 321Indexpercent of time spent inenterprise skill group, 187peripheral skill group, 238time spent in, 136peripheral service, 256Buttons (toolbar)

322 Index—E—Enterpriseperipheral services relationship, 25,26defined, 23Enterprise CTI, 19, 21Enterprise service templates, 196–215Enterprise skill gr

Index 323Indexenterprise skill group, 189, 191peripheral service, 268peripheral service, 250, 254, 256,260, 262, 264, 266peripheral skill group, 240,

324 IndexMonitor ICRmain window, 71overview, 41Multiplan data format (.SLK)., 102Multiplecomponent reports, 88example, 89printing, 96print jobsschedul

Index 325Indexperipheral skill group, 239wrap-up timeenterprise skill group, 195peripheral skill group, 246periph01_peripheral_status_report, 230perip

326 IndexRelativedate option, 88time, 81advantages of, 82options, 81Report(s), 86–101arranging on screen, 92changing background color, 103components o

Index 327Indexwithout abandoned callsenterprise service, 198peripheral service, 250route, 272Service Levelenterprise service, 205, 216peripheral servi

328 Indexusing multiple, 84TerminologyMonitor ICR, 46peripheral-specific, 32ThisMonth time option, 82Week time option, 82Year time option, 82Threshold

Peripheral-Specific Terminology 331. OverviewTable 1: Aspect, Lucent, and Nortel—ICR Terminology MappingGEOTELICRAspectCallCenterLucent DEFINITYECSNo

34 OverviewTable 2: Rockwell and Siemens—ICR Terminology MappingGEOTELICRRockwellSpectrumRockwellGalaxySiemens HICOM300E (9006)Siemens Rolm9751 CBX (

Peripheral-Specific Terminology 351. OverviewThe ICR comprises a set of the functions of the supported peripherals.Because the features of each ACD va

36 OverviewPeripheral Type RestrictionsRockwell Spectrum No trunk group monitoring.Duplexed PG operation supported only for TCP/IPTransaction Link con

372. Admin Workstation 2. The Admin WorkstationThe Admin Workstation (AW) is the human interface to the IntelligentCallRouter. The Admin Workstation i

38 The Admin Workstation2.1. The GEOTEL Admin Workstation GroupEach Admin Workstation contains the GEOTEL Admin Workstationgroup. When open, the GEOT

Distributor and Client Admin Workstations 392. Admin Workstation Lock Admin. Lets you check or change the status of locks in theICR central database

iv Contents2.2.3. Monitor-Only AW ... 402.2.4. Admin Workstation Users...

40 The Admin WorkstationEach Distributor AW has its own local database that contains a copy ofdata from the central database. The ICR’s Update AW back

Monitor ICR Reporting 412. Admin Workstation 2.2.4. Admin Workstation UsersThree kinds of people use the Admin Workstation: System Manager. Uses th

42 The Admin WorkstationYou can change the predefined templates to suit your particular businessneeds by using the optional ICR Custom Screen Builder.

Monitor ICR Reporting 432. Admin Workstation 2.3.2. Agent ReportingGEOTEL•Agent Reporting is an optional feature that can be licensed forperipherals (

44 The Admin Workstation See also: The Intelligent CallRouter System Manager Guide provides specificinstructions for enabling agent-level reporting. S

Monitor ICR Reporting Scenario 452. Admin Workstationlevel over the last half-hour. To further investigate the problem, youopen two additional call an

46 The Admin Workstation 2.4.3. Correcting the SituationTo correct the situation, you consider two options: First, you find out if there is an exce

Web View 472. Admin Workstation Report definition. A report definition is a file that specifies thetemplates the report uses to retrieve data. The r

48 The Admin Workstation

493. Creating a Report 3. Creating a ReportThe Monitor ICR reporting tool allows you to report on call and agentactivity throughout the call center en

Contents vContents4. Reporting Basics... 694.1. The GEOTEL Admin Workstation Group...

50 Creating a Report3.1. The Report ExampleThe report you will be creating includes a real-time bar graph thatdisplays call queue status data for sel

The Report Example 513. Creating a ReportThe completed report looks similar to the following example:Often when using Monitor ICR, you create reports

52 Creating a Report3.2. Starting Monitor ICRTo start Monitor ICR, click Start, then point to Programs. In thePrograms menu, point to GEOTEL Admin Wo

Setting Up the Template Launcher 533. Creating a Report3.3. Setting Up the Template LauncherTo generate the report, open the Template Launcher window

54 Creating a Report2. In the From field, click on the down-arrow. A calendar appears:3. Double-click on a day (three or more days ago). A date is e

Setting Up the Template Launcher 553. Creating a ReportYou can now choose the templates to use in the report.À Choose the Templates:In the Templates

56 Creating a Report3.4. Launching the ReportTo launch the report, click OK. An untitled report window appears:À To design the report:1. Click on t

Launching the Report 573. Creating a ReportThe following example shows the items in the report resized andrepositioned. You may choose to use a differ

58 Creating a ReportYour report should appear similar to the following example: 3.4.1. What the Report ShowsThe report you created contains a real-ti

Saving the Report 593. Creating a Report 3.4.2. The Status BarIf you click on a bar in the graph, a message appears in the status bar atthe bottom of

vi Contents5. Setting Thresholds and Drill-Downs...1075.1. Setting Thresholds in Reports...

60 Creating a ReportÀ To save the report definition:1. Choose File→Save, or click the Save button. The Save ReportDefinition dialog box appears.Sinc

Setting Thresholds 613. Creating a Report3.8. Opening the ReportYou can open the TUTOR.CMB report by selecting the Open commandfrom the File menu or

62 Creating a Report2. Choose Thresholds. The mouse pointer changes to a cross hair (+).(Alternately, you can choose the Thresholds option from the E

Setting Thresholds 633. Creating a ReportThe thresholds you just set will have the following effects, possiblyimmediately, depending on the values in

64 Creating a Reporthalf-hour interval. You also set the Service Level thresholds to <= to 80percent for the yellow warning and <= 75 percent fo

Adding Drill-Downs 653. Creating a Report3. Click anywhere inside the “Peripheral Services Queue Delay Status”report window. The DrillDown Editor app

66 Creating a ReportNow that you have added drill-down capability to the real-time graph,you can do the same with the historical grid.À To add drill-

Saving Your Workspace 673. Creating a Report2. Double-click on a bar for another peripheral service to specify thatyou want data for that peripheral

68 Creating a ReportFor example, say that the first thing you want to see at the start of theworkday is a real-time report on call queue delays for a

694. Reporting Basics 4. Reporting BasicsThis chapter describes the basics of creating reports with the MonitorICR tool. It provides details on using

Contents viiContents7.6. Trunk Group Data ...1467.7. Network Trunk Group D

70 Reporting Basics4.1. The GEOTEL Admin Workstation GroupFrom the Windows NT desktop, open the GEOTEL Admin Workstationgroup. The group contains sev

Starting Monitor ICR 714. Reporting Basics4.2. Starting Monitor ICRTo start Monitor ICR, double-click the Monitor ICR icon in the GEOTELAdmin Worksta

72 Reporting Basics 4.2.1. Toolbar OptionsYou can use the buttons on the Monitor ICR toolbar to quickly activatethe most common functions. Table 6 sum

Starting Monitor ICR 734. Reporting BasicsMonitor ICR provides a pop-up menu that allows you to display thetoolbar in several different ways. Click th

74 Reporting BasicsÀ Invoke on-line help by using one of these methods: In the Monitor ICR window, click the Help button. Select Help from the He

Working with the Template Launcher 754. Reporting BasicsTo change the refresh rate, change the value in the Refresh Rate field inthe Preferences dialo

76 Reporting BasicsÀ To invoke the template launcher:In the Monitor ICR window, click the New button. The TemplateLauncher window appears:In the Temp

Working with the Template Launcher 774. Reporting Basics 4.3.1. Category and ScopeChoose a report Category. You can select only one category on which

78 Reporting Basics Routing Client. You can report on statistics for the different routingclients defined in the ICR system. A routing client is an

Working with the Template Launcher 794. Reporting BasicsThe Scope options include: Base Only. This option is available only if you select Skill Grou

viii Contentsentskg09_normalized_agt_state...195entsvc01_queue_delay_status...

80 Reporting BasicsA business entity may represent a division within a large corporation ora single customer within a service bureau. By default, the

Working with the Template Launcher 814. Reporting BasicsIf you select Absolute Dates, click the down arrow in the From and Toboxes to display a calend

82 Reporting BasicsThe Relative options include: Today. Provides data for the current day and the time periodentered. (The 00:00 to 23:59 defaults p

Working with the Template Launcher 834. Reporting BasicsAdvantages of Using Relative DatesThe Relative Dates option provides a unique advantage over e

84 Reporting Basicsdefined in the ICR system. You can scroll down in the list to viewadditional items.You have several options for selecting items fro

Working with the Template Launcher 854. Reporting BasicsThe template lists provide the following information about eachtemplate: Template name. The

86 Reporting Basics4.4. Working with ReportsWhen a report first appears on the screen, it is untitled. To keep thereport, you need to save it as a re

Working with Reports 874. Reporting BasicsIf you have already saved the file, you can choose File→Save As to savethe report definition to a new file w

88 Reporting Basics Any thresholds you have defined. Any drill-downs you have defined. The names of the templates used in the report. The templa

Working with Reports 894. Reporting BasicsYou might want to create a more complex report that uses more than onetemplate. For example, if you launch t

Contents ixContentspersvc12_calls_analysis_half_hour ...261persvc13_calls_offered_daywise_graph...

90 Reporting Basics See also: For more information on working with more than one report on thescreen, see “Working with Several Reports,” later in thi

Working with Reports 914. Reporting BasicsÀ To lay out and resize report components:1. Select Edit→Shuffle Mode.2. Drag the graph, chart, and text

92 Reporting Basics 4.4.4. Working with Several ReportsOften, you will have more than one report displayed on the screen. Youcan move between reports

Working with Reports 934. Reporting Basics Layer. Stacks all windows within Monitor ICR on top of each other. Cascade. Arranges all windows within

94 Reporting BasicsYou might also want to pause screen refreshing while you are workingwith the Definition Editor, the Threshold Editor, or the DrillD

Printer Setup 954. Reporting BasicsÀ To specify the report printer:1. Choose File→Printer Setup. The Printer Setup dialog box appears.2. Click on a

96 Reporting Basics4.7. Printing ReportsYou can print reports that are displayed on the Monitor ICR screen.First, display the report and make it the

File Association 974. Reporting BasicsÀ To open a report:1. In the Monitor ICR window, choose File→Open, or click the Openbutton. The Select Report

98 Reporting BasicsÀ To apply file association through NT Explorer:1. Start the Windows NT Explorer program.2. Change to the ICR’s \custom director

Modifying Report Definitions 994. Reporting BasicsNote: Before you exit from Monitor ICR, make sure thatOptions→Save Settings on Exit is deselected.