BCT 5.1 - SupervisorGuide-En

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Date: March 17, 2011
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Business ConneCT 5.1
Supervisor Guide
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PREFACE
This manual serves as a guideline for maintaining a Business ConneCT contact center, on Supervisor
level.
Typical Supervisor tasks are:
- Monitoring the contact center behavior;

- Generating statistical reports;
- Understanding statistical reports;
- Managing wallboard information;
- Managing agents and groups.
It is possible that in your organization also other tasks are performed by supervisors. In that case refer
to the BCT Administrator Guide. In combination with the BCT Supervisor Guide the complete
functionality of the Business ConneCT contact center part is described.
Disclaimer: Our products are subject to continual development and improvement. Therefore, while
the information in this document was complete when it was written, additions or modifications to the
product after that date may cause changes to the technical and functional specifications. No rights
can be derived from this document.
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1. INTRODUCTION ........................................................................................................... 9
1.1. References .....................................................................................................................................9
1.2. Abbreviations ................................................................................................................................9
2. GUIDED TOUR............................................................................................................ 10
2.1. Logon to the Business ConneCT Supervisor ................................................................................10
2.2. Exploring the Desktop .................................................................................................................11
2.2.1. Menu Bar ...................................................................................................................................... 11
2.2.2. Shortcut Buttons .......................................................................................................................... 12
2.2.3. Explorer View ............................................................................................................................... 13
2.2.4. Changing Views in Business ConneCT Supervisor ........................................................................ 14
2.2.5. Standard Microsoft Windows Functions ...................................................................................... 14
3. WALLBOARDS ............................................................................................................ 16
3.1. Introduction ................................................................................................................................16
3.2. Listing Wallboards .......................................................................................................................16
3.3. Starting a hardware Wallboard ...................................................................................................16
3.4. Hardware Wallboard Terminology ..............................................................................................17
3.4.1. Wallboard ..................................................................................................................................... 17
3.4.2. Wallboard Pages........................................................................................................................... 18
3.4.3. Wallboard Lines ............................................................................................................................ 18
3.4.4. Wallboard Details (messages) ...................................................................................................... 19
3.5. Creating Messages on your hardware Wallboard .......................................................................20

3.6. Organizing Your Messages ..........................................................................................................25
3.6.1. Organizing Your Messages into Groups ....................................................................................... 25
3.7. Soft wallboards............................................................................................................................27

3.7.1. Static Text ..................................................................................................................................... 29
3.7.2. Router info tags ............................................................................................................................ 29
3.7.3. Notification tags ........................................................................................................................... 30
3.7.4. Date and Time tags....................................................................................................................... 30
3.8. Creating Soft Wallboard Presentations .......................................................................................31

3.8.1. Adding Text Box shapes ............................................................................................................... 31
3.8.2. Adding tables................................................................................................................................ 32
3.8.3. Adding MSGraph charts ............................................................................................................... 32
3.8.4. Configuring full-screen mode ....................................................................................................... 33
3.8.5. Using multi-slide presentations ................................................................................................... 34
3.9. Operational Management ...........................................................................................................35

3.9.1. Starting/Stopping a soft wallboard .............................................................................................. 35
3.9.2. Wallboard monitoring .................................................................................................................. 35
4. MANAGING AGENTS AND GROUPS ............................................................................ 36

4.1. Listing Agents ..............................................................................................................................36
4.2. Modifying Agents Properties.......................................................................................................36
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4.3. Assigning Agents to Agent Groups ..............................................................................................37
5. MONITORING ............................................................................................................ 39
5.1. CallFlow Monitor .........................................................................................................................39
5.2. Router Monitoring.......................................................................................................................40
5.2.1. Agent Activity ............................................................................................................................... 42
5.2.2. Queue Activity .............................................................................................................................. 44
5.2.3. Performance Graphs .................................................................................................................... 45
5.2.4. E-mail Activity ............................................................................................................................... 46
5.2.5. Outbound Service Activity ............................................................................................................ 46
5.2.6. Alarm Settings for the Router Monitor ........................................................................................ 48
5.3. Email Monitoring .........................................................................................................................49

5.4. System Monitor ...........................................................................................................................49
6. FLOORPLANS ............................................................................................................. 51
6.1. Create a Floorplan .......................................................................................................................51
6.2. Modify a Floorplan ......................................................................................................................53
6.3. Monitoring a Floorplan ...............................................................................................................53
6.4. Floorplan Alarming ......................................................................................................................54
7. DASHBOARD.............................................................................................................. 56
7.1. Customizing the Dashboard ........................................................................................................57
8. REPORTS ................................................................................................................... 58
8.1. Defining and Generating Reports................................................................................................60
8.2. Previewing Reports .....................................................................................................................61
8.3. Defining Reports using the Report Wizard..................................................................................62
8.3.1. To Define a New Report: .............................................................................................................. 62
8.4. Listing Reports .............................................................................................................................70
9. REPORTING EXPLAINED ............................................................................................. 72

9.1. Understanding Reports ...............................................................................................................72
9.2. Summary .....................................................................................................................................74
9.2.1. Report Generation ....................................................................................................................... 74
9.2.2. Report Parameters ....................................................................................................................... 74
9.2.3. Report Example ............................................................................................................................ 76
9.3. Starter Analysis............................................................................................................................80

9.3.3. Report Example ............................................................................................................................ 81
9.4. Router Analysis ............................................................................................................................82

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9.4.3. Report Example ............................................................................................................................ 83
9.5. Router Performance Analysis ......................................................................................................85

9.5.3. Report Example ............................................................................................................................ 86
9.6. Agent Performance .....................................................................................................................87

9.6.3. Report Example ............................................................................................................................ 88
9.7. Agent Analysis .............................................................................................................................89

9.7.3. Report Example ............................................................................................................................ 90
9.8. Abandoned Calls..........................................................................................................................92

9.8.3. Report Example ............................................................................................................................ 93
9.9. Router Skills .................................................................................................................................94

9.9.3. Report Example ............................................................................................................................ 95
9.10. Call Types.................................................................................................................................96

9.10.3. Report Example ............................................................................................................................ 97
9.11. Not Ready Reasons (Enhanced) ..............................................................................................98

9.11.3. Report Example ............................................................................................................................ 99
9.12. Outbound Services ................................................................................................................100

9.12.1. Report Generation ..................................................................................................................... 100
9.12.2. Report Parameters ..................................................................................................................... 100
9.12.3. Report Example .......................................................................................................................... 101
9.13. Outbound Service Analysis ....................................................................................................102

9.13.3. Report Example .......................................................................................................................... 103
9.14. E-mail Services.......................................................................................................................104

9.14.3. Report Example .......................................................................................................................... 105
9.15. Agent E-mail Performance ....................................................................................................106

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9.15.3. Report Example .......................................................................................................................... 107
9.16. Identification Groups ............................................................................................................108

9.16.3. Report Example .......................................................................................................................... 109
9.17. Event Log ...............................................................................................................................110

9.17.3. Report Example .......................................................................................................................... 111
9.18. System Prompts ....................................................................................................................112

9.18.3. Report Example .......................................................................................................................... 113
9.19. Application Prompts ..............................................................................................................120

9.19.3. Report Example .......................................................................................................................... 121
9.20. Messagebox Resource ...........................................................................................................122

9.20.3. Report Example .......................................................................................................................... 123
10. Appendix A - AGENT INFORMATION ..................................................................... 124
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1. INTRODUCTION
BCT offers a contact center application with an integrated Interactive Voice Response (IVR)
application based on a Windows platform.
It offers a flexible and user-friendly interface to the users.
It contains a large number of building blocks to create an intelligent call flow. The call flow can be
created according to the customers needs.
A skill-based router module is used as enhanced Interactive Call Distribution to route incoming calls to
the most suitable agent.
BCT is equipped with a built in Announcement module which makes it easy to create and maintain
your own announcements.
An automated attendant module helps the callers to quickly find their way to the requested
information or desired service.
BCT provides real-time information on the group status and agent status, such as the number of
incoming calls, calls in the queues, calls handled, agent status and agent performance. An electronic
wall display can be added, showing real time information related to the contact center.
All statistical call and agent data is stored in a database. This data is used by the Report Manager to
generate historical overviews on calls, routers and individual agents on a daily, weekly or other time
interval base. Reports can be printed or exported in several output formats.
This document describes the supervisor tasks like monitoring and reporting. In many companies the
supervisor and administrator role is combined in one task. When this is the case, also refer to the BCT
Administrator Guide, which describes tasks like building call flows, creating agents, wallboards etc.
Note: The screens in this document may not look the same as yours. Screen layouts can be different
due to a different version of Windows or the privileges granted to you by the system
administrator. For example, you can have access only to groups where you are a member, or
you can have access to all groups.
1.1. References
1. BCT Installation Guide Can be found on BCT DVD\Business ConneCT 5.10 Documentation\
BCT 5.1 Installation Guide -EN.pdf
2. BCT Administrator Guide Can be found on BCT DVD\Business ConneCT 5.10 Documentation\
BCT AdministratorGuide-EN.pdf
3. Configuration Support Can be found on BCT DVD\Business ConneCT 5.10 Configuration
Support
1.2. Abbreviations
BCT Business ConneCT Product name
CLI Calling Line Identification Telephony feature
CTI Computer Telephony Interface Interface type
IVR Interactive Voice Response Voice application
PID Personal Identification Security key
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2. GUIDED TOUR
This chapter gives you an overview of the BCT Supervisor application, which is part of BCT. It will
guide you through the most important parts of the BCT Supervisor. Also it will be explained how to
adjust the desktop to your convenience.
Be aware that not all items will be discussed. Only supervisor issues will be discussed. The BCT
Supervisor is also used by administrators to setup the system. If administration knowledge is
required, refer to the BCT Administrator Guide.
2.1. Logon to the Business ConneCT Supervisor

To be able to start the guided tour a logon needs to be performed.
Ask your system administrator for the supervisor login name and password. It is also possible that the
password is blank (no password).
Note: You can change your password by selecting Change Password from the Tools menu. Enter the
desired password. Make a note of your password and keep it somewhere safe and secure.
To start the BCT Supervisor, click Start in the Windows task bar. Then go to Programs > Business
ConneCT > Business ConneCT Supervisor.
The logon dialog is displayed.
Figure 2-1 Supervisor logon
Enter your supervisor logon name and password and click OK.
Logoff
To logoff from the BCT Supervisor, click on File in the task bar and select Exit from the drop down list.
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2.2. Exploring the Desktop
After you performed a logon the following window appears.
Note: The presentation on your desktop may differ from the window below. The last modified desktop
view will be used during the next logon.
Figure 2-2 Desktop view
The desktop can be divided in a number of areas that are explained in the following sections.
2.2.1. Menu Bar

The Menu Bar gives access to a number of features. Some of these features are also displayed as
icons on the toolbar.
The menu bar consists of the following menus:

- File:
The file menu contains the option Exit, which is used to perform a Logoff.
- Edit:
The Edit menu contains the standard options like New, Copy, Paste, Delete, Rename
and Properties. These options can also be selected via icons on the toolbar.
- View:
The View menu can be used to view or hide the Shortcuts view and Explorer view. Also the
Router Monitor only option can be selected from this menu. These options can also be selected
via icons on the toolbar.
- Tools:
The Tools menu contains the options: Change Password and Logon.
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It is possible to logon as another user. The language as defined for the user is automatically
loaded.
- Help:
The Help menu contains the About option that displays the software version of the BCT
software.
2.2.2. Shortcut Buttons

The left hand edge of the window displayed in Figure 2-3 Shortcut view contains a row of shortcut
buttons. By clicking on these buttons you have direct access to specific parts of the system. By
selecting one of the shortcut buttons, the related items are shown in the window on the right side of
the shortcuts.
In Figure 2-3 Shortcut view the Groups button is selected and therefore all created groups are
displayed.
Figure 2-3 Shortcut view
The shortcut buttons allow access to the most commonly used features of the BCT Supervisor. The
following table lists the shortcut buttons and their functions:
Dashboard; an overview of the main performance indicators for all groups, displayed in
graph format.
Floorplans; a real time graphical representation of agents in the working environment.
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Groups; a list of agent groups. Used to add and remove agents from agent groups and
changing the properties of agent groups.
Agents; a list of agents. For each agent the identity and the status are displayed.
Wallboards; properties and settings of wallboards that are created. You can create, and
broadcast your own wallboard messages.
Monitors; shows detailed real time information about various aspects of agent group
performance and system activity. Double click one of the monitor icons to display
information about that monitor in a popup window.
Reports; a list of the existing reports that have been created for your contact center.
Also options for defining and generating reports.
2.2.3. Explorer View

The left hand section of the main window contains an Explorer. With the Explorer you can list the
complete system. By exploding an item, all details related to that item will be displayed. It shows each
module and its relationship with other modules, in the form of a tree. The following figure shows an
example where items are exploded. By clicking the - before the item, it will close again. By clicking
the + the item explodes again.
Figure 2-4 Explorer view
The explorer view is a much more detailed view than the shortcut view. Besides monitoring and
reporting also a lot of other information is displayed. Depending on the granted privileges for your
supervisor logon some of these items may not be used. Everything that is grayed out, is restricted by
your securityprofile.
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2.2.4. Changing Views in Business ConneCT Supervisor
You can view the performance of your contact center in a number of different windows. If all these
windows were open simultaneously, your screen display would get quite crowded and therefore
difficult to retrieve the required information. Try switching between views a few times, to familiarize
yourself with the different views that are possible. You can open (and close) windows in the following
ways:
Click on View in the menu bar and select Shortcut bar. You will notice that while the shortcut
buttons are visible, there is a tick next to this menu item.
To hide the shortcut buttons, click on View and then click on Shortcut bar again. The tick
disappears. You can use this method to show or hide the screen elements that are listed under the
View menu.
There are four buttons in the tool bar with the same functionality as available from the menu bar.
With these buttons you can hide or view windows simply by clicking one of the buttons. The following
buttons are available:
View or hide the Explorer.
View or hide the System Monitor.
View or hide the CallFlow (or Channel) Monitor. (only visible if you
have access to
View or hide the Router Monitor. monitors)
In most cases, a window displays a list with information related to agents, agent groups etc. This
information can be displayed in several ways. There are four buttons to change the way information is
displayed. Be aware that only the list view displays all information. The large and small icon view only
displays a part of the parameters.
Displays the information as large icons.
Displays the information as small icons.
Displays the information as a list.
Displays the properties related to the selected item in a list.
When you hold your mouse over one of the buttons on the tool bar, a description of the button, or its
function, is displayed. Try clicking on the buttons that are listed, to see which view you prefer.
2.2.5. Standard Microsoft Windows Functions

Most applications that run under Microsoft Windows have a set of standard commands: Cut, Copy,
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Paste, etc. Buttons for these commands are included in the BCT Supervisor window tool bar as well.
New: Creates a new item. This could be an agent, agent group, wallboard etc.
Copy: Make a copy of the item that is currently selected.
Paste: Put the copy you have made in the list.
Delete: Select the item that you want to delete and click on this button.
Properties: Displays a popup or dialog box, showing more information about the
selected item. You can edit this information.
Assign: Whether this button can be used depends on the item that you selected. When
you selected a group for example, it can be used to assign agents.
As described in this section, the BCT Supervisor can be customized according to your personal taste
and tasks. The layout that was created during the last session will be used after the next logon. The
system remembers the layout of the last session. If the system is used by a number of supervisors, it
is recommended to agree with each other on a layout that matches everybody needs.
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3. WALLBOARDS
3.1. Introduction
This chapter describes how to set up and edit the messages that can be displayed on wallboards.
Wallboards can broadcast text information to agents. You can use this to display messages that
contain information about the activity and performance of your contact center.
Note: BCT supports two types of wallboard: hardware and soft wallboards.
Hardware wallboards are either MessageMaker or Data Display wallboards. The Message
Maker wallboard has more functions and features than the Data Display wallboard. In the
remainder of this section, information and settings that do not apply to the Data Display
wallboard will be marked: (Not applicable to Data Display wallboard).
More specific information about soft wallboards starts at chapter 3.7 Soft wallboards.
3.2. Listing Wallboards

The wallboards are listed in the wallboard window. For hardware wallboards, information (type,
width, height, boot status, etc.) is displayed. For soft wallboards only the name and status is
displayed.
The Wallboard window can be displayed by clicking the Wallboard button from the shortcut bar or
select Wallboards from the Explorer view. In the following example, three Wallboards are created
(SWB Demo, Wallboard 1 and Wallboard 2).
Figure 3-1 Wallboard Window
3.3. Starting a hardware Wallboard

To start (boot) the wallboard
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A wallboard will display messages once it is booted. Before attempting to boot a wallboard, make
sure:
The wallboard has been installed and configured correctly;

Messages have been set up for this wallboard (otherwise it will not appear to be working).
Select the wallboard you wish to start by clicking on it. Now right click the mouse and select boot
from the popup menu that is displayed.
To shut down (stop) a wallboard

To stop a wallboard that is currently displaying messages, select that wallboard, right click and select
Shut Down. In a few seconds the wallboard will shut down.
When the wallboard is booted you are allowed to make changes to the messages. The changes are
activated after the next stop and start of the wallboard.
3.4. Hardware Wallboard Terminology

A wallboard configuration is a collection of pages, lines and details. This section explains the used
terminology and relation to each of these items.
Figure 3-2 Wallboard configuration is an example of a configuration with one wallboard and two
pages. Per page one or more lines are created. You can go to this screen by double clicking on a
wallboard in the Wallboard window.
Figure 3-2 Wallboard configuration
3.4.1. Wallboard
The wallboard item in this family tree acts as a parent, in other words, a container for wallboard
pages.
An administrator can create more than one wallboard. Each wallboard can be managed separately.
Each wallboard can be booted and shutdown separately as well.
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All technical settings (COM port selection, COM port parameters and IP settings) are stored on the
wallboard. Do not make any changes to a correctly configured wallboard. If the wallboard is not
working correctly, contact your System Administrator.
Note: It is assumed that your wallboards have been installed correctly, as described in the BCT
Installation Guide, and the wallboard manufacturer's documentation.
3.4.2. Wallboard Pages

A wallboard contains one or more pages. The page controls the duration of the messages. Each page
can have its own display duration.
If you have more than one wallboard page assigned to a wallboard, the pages are displayed in
rotation (page 1; page 2; page 3; page 1; page 2; page 3, and so on). The sequence continues until the
wallboard is shut down.
A page is the carrier for the lines.
3.4.3. Wallboard Lines

A line is the carrier for one or more details, also called messages. The maximum number of lines on a
page, depends on the used wallboard. The Data Display wallboard supports only one line. The
MessageMaker wallboard supports 2 or 4 lines.
Per line you can specify a font size. Data Display wallboards support only one font size (Normal). With
the MessageMaker wallboard you can choose Normal, Large or Extra Large.
It is possible to specify a different font size per line. Be aware that when the large or extra large font
is used, two lines will be occupied.
If you use large or extra large on a 2 line wallboard, you must enter that selection for line 1. In that
case, line two cannot be used.
If you use large or extra large on a 4 line wallboard, you must enter that selection for line 1 and line 3.
In that case, line 2 and 4 cannot be used.
It is also possible to select a large or extra large font for one part of the wallboard and a normal font
for the other part of the wallboard. Figure 3-3 Wallboard font size examples gives an example where
a 4 lines MessageMaker wallboard is configured with a normal font size on line 1 and line 2. Line 3 is
configured with the extra large font. Therefore line 4 cannot be used.
Also displayed in this figure is a two lines MessageMaker wallboard with the normal font size on line 1
and 2. Also an example of a Data Display wallboard is displayed (the wallboard graphics are not in
proportion, this is only intended to illustrate the wallboards available and the line numbering
convention that you can use).
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Figure 3-3 Wallboard font size examples
3.4.4. Wallboard Details (messages)

Per line one or more details can be created. A detail is the message that is displayed. You are allowed
to create more details on one line. Be aware that you have to enter an offset, avoiding the messages
to be displayed on top of each other.
All kind of display settings are stored per detail (color, display type etc.).
A message is in most cases a combination of free text and an information element.

For example Number of calls today for router 1500 = 20".
In this example, the text Number of calls today for router 1500 = is free text. The value 20 is
generated by the system by selecting information element #calls (number of calls today). In some
cases only free text is used, e.g. for general information for agents. Figure 3-2 Wallboard
configuration shows an example of a wallboard configuration where on the first page one line is
displayed with free text and an information element. Line 2 only displays free text.
*none+ after free text indicates that no information element is selected.
A line may contain more than one message. You could create the line:
Calls to router 1500: <#calls> Calls to router 1600: <#calls>"
While there is no limit on the length of a wallboard line, or the number of messages, it is good
practice to keep individual lines short. This makes it easier to read the messages on the wallboard,
and to make changes at a later date.
If you are using long message lines and you notice problems with the wallboard display (hanging up,
taking a long time to display a line, or acting unpredictable), try splitting up any excessively long
19
wallboard lines.
By experimenting with the wallboard and message settings you can create interesting and useful
displays. The possible variations for displaying messages are endless, and may or may not be relevant
to your organization. So no examples are given here. Experiment, and find out what works best for
you.
3.5. Creating Messages on your hardware Wallboard

In the following examples it is assumed that a wallboard has been installed and correctly configured.
If no wallboard icon is displayed in Wallboard view, it is likely that the wallboard has not been
installed. Talk to your System Administrator if this is the case.
In wallboard view, double click on a wallboard to open the wallboard properties window.
Read through the description that follows, before trying to create your own messages. This describes
the various elements of wallboard messaging and explains how to set up a sequence of messages.
To create a new wallboard page, select a wallboard line and click on the Add button. A new wallboard
page, named "My new WB-page" is displayed.
If you select an existing wallboard page and click Edit, information about the wallboard page you
selected is displayed:
Figure 3-4 Wallboard page settings
Wallboard page settings:
Description The name of the wallboard page. Ensure that the name is memorable.
Insurance sales statistics is a good name; Newwallboardpage7 is not.
Display duration The length of time, in seconds, for which each line contained in this wallboard
page is displayed on the wallboard.
Click on OK to close this dialog box and save any changes you have made.
To create a new wallboard line, click on the parent wallboard page so that it is selected.
Click the Add button. A new wallboard line will be added to the family tree.
To view or change the settings for a wallboard line, select that line and click the Edit button. The Edit
Line dialog is displayed.
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Figure 3-5 Line Settings
Line numbers Data Display wallboards support only one line.

MessageMaker wallboards support 2 and 4 lines.
Each line is listed in numerical order. The lines will be displayed on the wallboard
in this order. You can have 1 up to 4 lines, depending on the Fontsize of the
message and the used wallboard type.
Font size (Not applicable to Data Display wallboard)

The MessageMaker wallboard can display text in 3 font sizes: Normal, Large and
Extra Large. When text is displayed in Normal size, depending on the type of MM
wallboard, 2 to 4 lines can be displayed simultaneously. When text is displayed in
Large or Extra Large size, only one line can be displayed in a message. See section
3.4.3 Wallboard Lines for more information about font sizes.
To create a new wallboard message, click on the parent wallboard line so that it is selected. Click
the Add button. A new wallboard message will be added to the family tree.
To view or change the settings for a message, select the message and click on the Edit button. The
Edit Detail dialog is displayed:
Figure 3-6 Message settings
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Text This part of the message is called free text.
Type in the text that will be included in this message. This text appears be-
fore the information element, which you define later in this dialog box. If
you wanted to send a message about the length of the queue for example,
you can type something like Queue length is.
Text position Also known as indent value. If you enter 1 in this field, the first letter of
this message appears at the left hand edge of the wallboard display. If you
enter 2 the whole message is displayed one character indented to the
right. If you enter 3 the message is displayed 2 characters indented, etc.
Text position is only useful if more than one message is displayed on one
line. If only one message is created you should use the value 1 (default set-
ting).
In Figure 3-7 Wallboard text position settings, you can see two messages:
Queue = 1" which starts on text position 1; and SL=85% which starts on
text position 9. (SL stands for Service Level). If text position 1 was selected
as the text position of both information elements, they would be displayed
on top of each other on the wallboard.
Foreground color (Not applicable to Data Display wallboard)

Select the color in which you would like the message text displayed, from
the drop down list.
Background color (Not applicable to Data Display wallboard)

Select the color in which you would like the background displayed, from the
drop down list.
Display mode The way in which the message appears on the wallboard. Select the appro-
priate display mode from the drop down list. Try out the different display
mode settings to see which one you prefer. Note: The Scrolling mode
works on line 1 only. It does not work on lines 2, 3 or 4. If you select scrol-
ling as the display mode, for the first line, then all information items in the
line will scroll. It is not possible to have both scrolling AND non-scrolling in-
formation items in line 1 simultaneously.
Information element This is the information part of the message. Select the appropriate
information element from the drop down list. If, for example you were
creating a queue length message, you would select the number of callers
in queue information element
If the message should contain free text only, no information element must
be selected.
Flashing alarm (Not applicable to Data Display wallboard)

Just as monitors can be set up to alarm when a critical situation is
reached, you can apply alarms to wallboard messages. If, for example, you
want agents to be warned when the queue has an unacceptably large num-
ber of callers (or whatever the information element for this message is)
22
check this box.
Alarm threshold (Not applicable to Data Display wallboard)

The level at which the Flashing alarm activates. If, for example, you want
the alarm to activate when the queue has more than 20 callers, type 20
here. The alarm threshold relates to the status of the information element.
In other words, if this message contained the information element number
of ready agents and the threshold is set to 20, the alarm will activate
when there are fewer than 20 ready agents.
Note: this field can only be edited if the Flashing alarm check box is
checked.
Buzzer alarm (Not applicable to Data Display wallboard)

This works the same way as the flashing alarm, but it buzzes! Check the box
to set up the buzzer alarm.
Buzzer threshold (Not applicable to Data Display wallboard)

The level at which the buzzer alarm activates.
Note: this field can only be edited if the Buzzer alarm check box is checked.
The buzzer is designed to be heard very clearly above the noise levels in a
busy office. It is very loud and annoying. So when configuring alarms, it is
good practice to set the threshold for the flashing alarm at a warning level
and the threshold for the buzzer alarm at a higher, emergency level.
Figure 3-7 Wallboard text position settings
Select routers Now click on the Select routers button to display the Select router dialog, as
shown in the following figure.
Note: The Select routers button is available when the Supervisor has the Access to all Routers
privilege assigned. See BCT Administrator Guide for more information.
23
Figure 3-8 Assigning messages to routers
This dialog shows all existing routers. The left column lists the routers that are not assigned to the
information element in this message. The right column lists the routers that are assigned to the
information element in this message.
To assign an information element to a router, double click the required router or drag and drop the
router in the selected routers window. When this message is displayed on a wallboard, it will include
information about the selected router only. It is allowed to select more than one router per
information element. Be aware that the values displayed in a situation like that will be an average for
all selected routers or accumulated, depending on the selected information element.
Example: A contact center has 2 routers, called router A and router B.
Today, there have been 100 calls to router A and 200 calls to router B.
You create the message: Calls today = [#calls]
If you assign this message to router A, the wallboard displays the message:
Calls today = 100
If you assign this message to router B, the wallboard displays the message:
Calls today = 200
If you assign this message to router A and router B, the wallboard displays the message:
Calls today = 300
The calls to router A and B are accumulated.
Click on OK to save your changes and close this dialog box. Or click on Cancel to close the dialog box
without saving.
24
Note: The settings in this dialog apply only to the message you are configuring. You must make these
settings for each message, individually.
3.6. Organizing Your Messages

In Figure 3-9 Wallboard Configuration window, you can see there is one wallboard - called
Wallboard1. The wallboard contains two WB-pages.
Line 1 of the first WB-page contains performance related messages, that contain information
elements ([#Calls] and [QueueLength]) for Group 1 and Group 2.
Line 2 contains text only messages. The second WB-page contains the text only message
Network is down after 17:00.
Figure 3-9 Wallboard Configuration window
3.6.1. Organizing Your Messages into Groups

In medium-sized or larger contact centers it is likely that more than one router is used. Suppose you
want to create a set of messages for each router. The messages are the same, but the information will
be specific to each router.
For example:
(Message 1): Router 1 calls today = 200
(Message 2): Router 1 queue length = 15
(Message 3): Router 2 calls today = 157
(Message 4): Router 2 queue length = 12
There are 2 methods to do this:
25
Method 1 - Messages for all routers in a single line
1. Create a single wallboard line containing 2 wallboard messages for each router.
2. When you have created this hierarchy, edit the messages. Assign the first two messages to the first
router; the second two messages to the second router, using the Select routers button (described
in section 3.5 Creating Messages on your hardware Wallboard).
Figure 3-10 Organizing messages (method 1)
26
Method 2 - Messages for each router in a separate line
1. Create 2 wallboard lines, each containing only the messages for one router.
Figure 3-11 One message line per router (method 2)
2. When you have created this hierarchy, edit the messages for each router. Assign the information
element of first two messages to the first router; the second two messages (in line 2) to the
second router, using the Select routers button (described in Section 3.5 Creating Messages on
your hardware Wallboard).
The messages in each line will be played in rotation until the wallboard is shut down.
3. The message lines will be displayed in numerical order (the messages in line 1 first; the messages
in line 2 second).
To change the order in which the lines are displayed for each router, rename line 1" as line 2"
and vice versa. When you close and re open the Configure wallboard dialog, these changes will be
effected.
Until you close and re open the Configure Wallboard dialog box, the information displayed here
does not change.
3.7. Soft wallboards

This chapter describes in more detail how to create, run and monitor the status of Soft Wallboard
presentations in your environment.
A soft wallboard presentation is a standard PowerPoint presentation (ppsx or pptx file), consisting of
one or more shapes (textboxes, tables, charts and so on) that are to be displayed on-screen when
running the wallboard.
Each shape may contain either:

static text (3.7.1 Static Text)
27
predefined tags that identify which information to display at runtime
combinations of the above
All text is entered manually at design time, via the Microsoft PowerPoint user interface. In each loca-
tion of your PowerPoint presentation, where you wish that dynamic info appears, you can manually
enter a tag in a PowerPoint shape. A tag is a formatted piece of text that gets processed by the Soft
Wallboard client and periodically replaced at runtime with an actual value.
There are 3 categories of tag supported:

Router info tags (3.7.2 Router info )
Notification tags (3.7.3 Notification )
Date and Time tags (3.7.4 Date and Time)
Tags can be used within:
TextBox shapes (placed anywhere in the text)
Table shapes (placed in the table cells)
Microsoft Graph Chart shapes (placed in the DataSheet grid cells associated to the control)
Tags placed in other shapes are ignored and therefore will not be dynamically updated when running
the wallboard slideshow.
Note: If your Powerpoint presentation contains a movie, then the movie must be placed in a separate
slide, that does not contain any dynamic information or tags as described above.
Figure 3-12 Sample wallboard presentation
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3.7.1. Static Text
Static text is simply plain text that can be inserted in PowerPoint shapes. The Soft Wallboard client
will display it as entered at runtime. Since this is standard functionality of the PowerPoint product, it
can be freely used within any shape.
3.7.2. Router info tags

Router info tags get replaced at runtime by values from one or more routers.
The format for a router info tag is:

{#<keyword>|<Router filter>|<Alarm options>}
Supported keywords for router info tags and their meaning are as follows:
CallsToday number of calls from the current day
AbandonedCallsToday number of abandoned calls from the current day
ActiveAgents number of logged-on agents
FreeReadyAgents number of agents ready to handle a call
MaxWaitingTime the maximum waiting time in the queue
QueueLength the length of the queue
ServiceLevel the service level (percentage, 0 to 100)
A router filter is optional, if not specified the shown value reflects the total for all routers (e.g. the
total number of agents in the system) or else a comma separated list of router names.
The alarm options are also optional and a number of them can be combined in a list separated by the
| symbol.
Supported alarm options and their meaning are:
FlashBelow:nn flash field (a text flashing effect is applied to the text) if value gets below nn
FlashAbove:nn flash field (a text flashing effect is applied to the text) if value gets above nn
BuzzBelow:nn play alarm sound if values gets below nn
BuzzAbove:nn play alarm sound if value gets above nn
Note: The FlashAbove/FlashBelow options can only be used within text boxes.
Some examples of router info tags are:

{#ActiveAgents}
{#CallsToday|Agent Router}
{#ServiceLevel|Sales Router,Helpdesk Router}
{#MaxWaitingTime|Operator Router|FlashAbove:10}
{#FreeReadyAgents|Agent Router|FlashBelow:5}
{#QueueLength|Sales Router|BuzzAbove:10}
{#ActiveAgents|BuzzBelow:5}
{#MaxWaitingTime|Sales Router,Helpdesk Router|FlashAbove:10|BuzzAbove:20}
29
When one or more routers are specified, the shown value reflects the settings filtered by the speci-
fied routers (e.g. total number of free agents on router 1 and 2).
Note: Except for percentage-based values such as Service Level, all totals are computed by adding up
the individual values on each router. In case of the Service Level, the total is an average of the
individual values on each router.
3.7.3. Notification tags

A wallboard notification represents user-defined text that can be sent, updated or cleared from the
BCT Server. Each notification has a key and a corresponding text, which are configurable via the Busi-
ness ConneCT Supervisor application.
To configure notifications, logon to Business ConneCT Supervisor and navigate to Resources > Wall-
boards. Double-click on any of the already configured Soft Wallboard definitions. In the screen that
appears (see Figure 3-13 Editing wallboard notifications), update the desired notification text, or add
a new key-text pair if necessary.
Note that notifications are configured system-wide (so not per wallboard or per router). This is to fa-
cilitate sending text to all Soft Wallboard clients currently connected to the server.
Figure 3-13 Editing wallboard notifications
Notification tags can be used with the same set of shapes that router info tags can be used with. The
format for a notification tag is:
{#notificationKey}
where notificationKey is the user defined Key entered in the Wallboard Notifications configuration
screen (e.g. to display the notification text from the tag would be: {#MessageOfTheDay}).
3.7.4. Date and Time tags

Along with router info and notifications, it can be convenient to have the current date and time dis-
played on a soft wallboard.
30
The format for a date or time tag is:
{#<keyword>|<format>|<Alarm options>}
Supported keywords for date and time tags are:

Date current date, followed by optional format
Time current time, followed by optional format
The alarm options are the same as for router info tags (FlashBelow, FlashAbove, BuzzBelow and
BuzzAbove).
Some examples of date or time tags are:
{#Date|MM-dd-yyyy}
{#Time}
{#Time|FlashAbove:17:00}
{#Time|HH|FlashAbove:10}
Format is optional, default is dd-MM-yyyy and HH:mm, respectively.
3.8. Creating Soft Wallboard Presentations

To create a new soft wallboard presentation, simply open Microsoft PowerPoint and use File > New.
Then go to advanced document properties and add the required custom properties necessary to start
identify the presentation as a wallboard client. See BCT Administrator Guide for more information.
Alternatively, just copy a sample presentation from the Samples directory (in the installation folder of
a Soft Wallboard client) and use it as a starting point for a new wallboard presentation.
Keep in mind that creating/modifying a wallboard presentation can be done on any PC with Microsoft
PowerPoint installed (so not necessarily on the PC where the wallboard runs).
Note: When duplicating a wallboard presentation, be sure to modify the wallboard name so that it
remains unique.
The following subsections offer a guide on using the supported PowerPoint shapes. For better under-
standing of the shape types and their formatting features, please also refer to Microsoft Office docu-
mentation.
3.8.1. Adding Text Box shapes

Text Boxes are the simplest shapes available in PowerPoint. Except for headers and footers, every
piece of text belongs to a text box.
To add Text Boxes on the slide, use Insert > Text Box on the PowerPoint ribbon (for plain text boxes)
then click on the slide to insert it.
For more advanced text box-like shapes use Insert > Shapes and choose the shape you want to insert.
Right-click on the shape and choose Edit Text to enter the desired static text and/or tags.
31
Figure 3-14 Text Box shapes with sample tags
3.8.2. Adding tables

Table shapes can be inserted via Insert > Table on the PowerPoint ribbon. Tags can be used in any ta-
ble cell.
Figure 3-15 Table shape with tags
3.8.3. Adding MSGraph charts

Microsoft Graph-based charts is an older version of charts.
To insert a Microsoft Graph chart, use Insert > Object and select Microsoft Graph Chart in the pop-
up window that asks for the object type.
Note: For performance considerations, tags can be used only in the first 16 columns and rows of a
Graph chart data source. Any tags entered outside these boundaries are ignored.
To specify chart data, click on the chart shape and choose Edit Data. This opens a datasheet where
you can type tags and/or static text.
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Figure 3-16 Sample datasheet for MSGraph Chart
Note: When editing MSGraph Chart data, it should not be converted to the latest format. When you
are asked for this, choose "Edit Existing".
Figure 3-17 A MSGraph Chart
3.8.4. Configuring full-screen mode

To set a PowerPoint presentation to run in full-screen mode, go to Slide Show > Set Up Slide Show and
ensure that Show type option is set to Browsed at a kiosk (full screen), as shown below.
Also, verify that Advance slides option is set to Using timings, if present.
If a secondary monitor is connected to the PC, use Multiple monitors options to specify on which
monitor to run the wallboard onto (the option is only available when a secondary display has been
detected).
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Figure 3-18 Slide Show configuration
3.8.5. Using multi-slide presentations

When necessary, a wallboard presentation may contain more than one slide.
To set up a multi-slide presentation, do the following actions:
Insert as many slides as necessary (right-click on the left pane and select New Slide, or use
Home > New Slide option on the PowerPoint ribbon)
Go to Set Up Slide Show (in Office 2010 in menu Slide Show), and ensure that "Advance
slides" is set to "Manually". (see Figure 3-18 Slide Show configuration)
The document property "Slide Advance Time" (the time a slide is displayed before advancing
to the next slide in HH:mm:ss format) is set to the default value of 00:00:10 (10 seconds). This
applies to all slides. Use this property to specify a different value, if desired.
34
Figure 3-19 Slide transition configuration options
3.9. Operational Management

This section describes how to run and monitor a set of wallboards connected to a BCT Server.
3.9.1. Starting/Stopping a soft wallboard

Important: It is a good habit to make a backup copy of your PowerPoint file before starting a wall-
board presentation!
To start a wallboard presentation, open the PowerPoint file. From Microsoft PowerPoint, press F5 key
(or go to Slide Show > From Beginning on the ribbon). The Soft Wallboard add-in will attempt to con-
nect to the BCT Server to request statistical information. If successful, any tags on the screen will get
replaced with the corresponding values.
To stop a running wallboard presentation, press Esc key (or right-click and choose End Show). The Soft
Wallboard will disconnect from the BCT Server and the presentation will be restored to its original
design-mode state.
Note: For activating a soft wallboard presentation automatically, copy your PowerPoint file to a file
with filename extension .ppsx and create a shortcut to this file in your Startup directory.
3.9.2. Wallboard monitoring

The status of all wallboards is periodically updated on the server. To see the current status, open the
Business ConneCT Supervisor and go to Resources > Wallboards in the left-side tree. The list of de-
fined wallboards on the right contains a Status column; for a Soft Wallboard this column may display
Running (the wallboard client is connected and running in slideshow mode) or Waiting.
35
4. MANAGING AGENTS AND GROUPS
In many contact centers the supervisor is responsible for agent management.
The following tasks are described in this section:
- Change agent properties;
- Assign skills to agents;
If skills are used, calls will be routed based on the requested skill. How to create and handle skills is
described in the BCT Administrator Guide.
- Assign agents to agent groups.
Note: Managing agents is only possible when access to resources is granted for your supervisor
account.
4.1. Listing Agents

Agents are listed in an Agent Window. Click Agents from the shortcut bar or select Agents from the
Explorer view (located under resources). Figure 2-4 Explorer view shows an example of an Agent
window.
As you can see in Figure 2-4 Explorer view there are two symbols used to identify agents. The purpose
is to identify supervisors. Often a supervisor is also working as an agent. Therefore supervisors are
also listed in the Agent window. In the example window the user Alice is supervisor in the contact
center but it is possible that she is also working as an agent, handling contact center calls.
A supervisor can login as an agent in the BCT Client application and also login as a supervisor in the
BCT Supervisor application. Agents can only login as agent in the BCT user application.
4.2. Modifying Agents Properties

Sometimes agent properties need to be modified, like changing PIN information for phone based
agents.
1. Open the Agent window: click Agents from the shortcut bar or select Agents from the Explorer
view (located under resources).
The Agent window lists all created agents.
2. Right mouse click the agent that needs to be modified, and select Properties from the menu or
click the button from the toolbar. The following window appears:
36
Figure 4-1 Agent properties window
Name: Name of the agent as entered in BCT.
PIN: A PIN is used by phone based agents to perform a logon. Each agent must have a
unique 6-digit PIN. If the contact center is screen based the PIN can be omitted.
Extension: The telephone number the agents use to perform contact center activities. The
extension will be automatically entered during the logon of an agent.
Global status: The agent status after creation. This field is also used by supervisors to change the
agent status (when the system is operational).
Skills: In the right hand side of the agent properties window, skills may be listed. If skill
based routing is used, skills are assigned to one or more agents. Explanation re-
garding skill based routing can be found in the BCT Administrator Guide.
3. Make the necessary changes and click OK to accept the changes.
Note: Agent names and passwords are maintained in the BCT configurator, which is described in the
BCT Installation Guide.
4.3. Assigning Agents to Agent Groups

Assigning agents to a group can be done in two ways: via the agent properties window or via the
Groups window.
Assigning agents via the Agent Properties window;

Click Assign to Groups button in the Agent Properties window (See Figure 4-2 Assign agents to Group
Window ). The following window appears:
37
Figure 4-2 Assign agents to Group Window
Double click the required group to assign (or remove it to the agent. Agents can only handle contact
center calls after they are assigned to an agent group. An agent can be assigned to one or more agent
groups. Click OK.
Assigning agents via the Groups window.

Click Groups from the shortcut bar or select Groups from the Explorer view (located under resources).
All created Groups will be listed in the Group window. Select one of the groups and the assigned
agents will be displayed in the right hand side of the window.
Figure 4-3 Group list window
Right mouse click the Agent group and select Assign from the menu to assign new agents to the
group or remove agents from the group.
38
5. MONITORING
This is a licensed function. The BCT contact center part is equipped with a number of monitor
functions. Purpose of these monitor functions is to display online information regarding calls, agent
activity and services. The following monitor functions are available:
- Router Monitor
Monitors agents status, queue and performance figures related to a router. Also E-mail (if queued
in case no agent is found) and outbound services can be monitored with the router monitor.
- CallFlow Monitor
Monitors the status of the call flow handlers.
- Email Monitor
Monitors all email activity.
- System Monitor
Monitors system activities like events, calls and error information.
5.1. CallFlow Monitor

The CallFlow Monitor counts the number of times the call flow handlers are used.
Call flow handlers are used in the following events:
- Every time somebody calls the contact center, the caller enters the contact center via a call flow
handler. So every call to the contact center will be added to "Calls Today" value.
- BCT also features outbound services, which use the call flow handlers to setup a call to a customer.
Every outbound call is added to the Calls Today.
Note that in a situation that an agent calls a customer via the agent phone, no call flow handler is
used. Calling from an agent extension is considered to be an outgoing call and not an outbound
call.
To open the CallFlow monitor, explode Monitors from the Explorer and select CallFlow or click
from the toolbar. Clicking again will close the CallFlow monitor.
In Figure 5-1 Callflow monitor the CallFlow Monitor is shown. The CallFlow monitor offers real-time
information concerning the use of the call flow handlers.
39
Figure 5-1 Callflow monitor
The following information can be derived from the CallFlow Monitor:
Total The number of call flow handlers that are in use at this time.
Peak The highest simultaneous use of call flow handlers.
Calls Today The total number of times the call flow handlers are used today.
CFH The status of the Call Flow Handler.
Green: The call flow handler is idle.
Red: The call flow handler is handling Incoming traffic.
Light Blue: The call flow handler is handling outgoing (outbound) traffic.
Status Shows the current call flow module that is in use.
Example: A customer makes a call to the contact center. The first module that is used is
the starter. The starter will transfer the call to a clock, to check the opening hours of the
office. The clock transfers the call to an attendant. The customer makes a choice in the
attendant and the call is transferred to a router. Finally an agent assigned to the router
answerers the call.
In this example the status will be starter followed by clock then attendant and
finally router.
Time How long ago the status of the call flow handler changed. Every time the call flow
handler is selected for incoming traffic, outbound traffic and when the line is set idle
again, the timer starts counting from zero.
The format is MM:SS. If the counter exceeds 60 minutes the format changes in
HH:MM:SS
Line The channel number of the IVR line or of the Routing Point
Note: All values in the CallFlow Monitor will be reset to zero at midnight.
5.2. Router Monitoring

Router monitoring enables you to view the status and activity of routers. Not only router information
can be retrieved, also agent information is displayed, E-mail information (for emails queued if there
are no agents) and outbound services. You can open more than one monitor simultaneously, if
desired. The second monitor will be opened in a new window.
The router monitor also monitors the online state of agents and the number of calls transferred to a
router.
Be aware that not all calls to the contact center will result in a router call. It is possible that callers are
transferred to an operator or that the call is re-routed because of an option in an attendant module.
It is possible that routers are also used to perform Outbound calls. These calls are not considered as
normal router calls and therefore not added to the Calls Today value.
Note: All values in the Router Monitor will be reset to zero at midnight.
To open the Router Monitor, explode monitors from the Explorer and select Router or click from
the Toolbar. To close a monitor window, click again.
Figure 5-2 Router monitor shows an example of a Router Monitor, with the router "Sales" selected.
40
Figure 5-2 Router monitor
The Router monitor displays information for the selected router. Select a router by clicking the pull
down menu and select a router from the listed routers.
It is also possible to display information for all created routers. Select All Routers from the pull down
menu.
The upper part of the window displays call information for the selected router.
The following information is available:
Router The name of the router being monitored in this window at this time. If more than
one router exists, you can select another router by clicking the pull down menu
and select a router from the list. It is also possible to select all Routers
Calls today The number of calls transferred to the selected router today.
Be aware that this also includes abandoned and not answered calls, and
outbound calls that go via this router.
Queue Length The horizontal bar that is displayed shows the length of the queue as a fraction of
the maximum queue length.
The actual number of callers in the queue is displayed to the right of the horizontal
bar.
Max Waiting The horizontal bar shows the current in queue time of the longest waiting caller.
The actual time, is displayed to the right of the horizontal bar.
Ready Agents The number of agents who are currently logged in and set ready to receive calls.
The number of ready agents is displayed to the right of the horizontal bar.
Service level Most contact centers define service as the time it takes for an agent to answer
their phone when it starts ringing. This is also true for BCT. If the service level for
this router is set to 20 seconds, all calls that are answered within that time are
considered within service level. The graph shows the number of calls answered
within the defined service level time, as a percentage of all calls received by this
41
router today. The percentage of calls answered within service level time is
graphically represented by the horizontal bar, and shown as a numeric value to
the right of the horizontal bar.
Be aware that the service level is calculated from the agent alerting time
accumulated with the queue time of the caller.
When all routers are selected the service level is an average for all routers.
By clicking one of the following buttons from the toolbar you can see detailed information related to
routers, agents, Outbound Services and E-mail activity.
To view agent activity, see section 5.2.1 Agent Activity.
To view queue information, see section 5.2.2 Queue Activity.
To view performance graphs, see section 5.2.3 Performance Graphs.
To view e-mail activities, see section 5.2.4 E-mail Activity.
To view outbound services, see section 5.2.5 Outbound Service Activity.
5.2.1. Agent Activity

In the lower part of the window, all agents belonging to the selected router are displayed. Per agent is
displayed what the state of the agent is at this time. As shown in Figure 5-2 Router monitor, each
agent is represented by an icon. The icon will change in color and appearance, to show the current
status of the agent.
Agent is logged in and ready to receive calls.
Agent's phone is ringing (agent ready and non-routed call ringing).
Agent gets a call (agent ready and routed call ringing).
Agent is talking to a caller (ready and busy with non-routed call).
Agent is talking to a caller (ready and busy with routed call).
Call suspended, for example while an option menu is being offered.
Agent is performing After Call Work.
After a call is completed, agents are allowed a period of time in which they can perform
any follow-up activities that are related to the call. The agent will not be ready to
42
receive calls until this period is over. Unless they manually set themselves ready before
this period has expired.
Agent is logged in but switched not ready. No routed calls will be transferred to the
agent extension.
Agent is logged off. No routed calls will be transferred to the agent extension.
A combination of icons is possible, e.g. means Agent not ready, ringing.
Besides the icon showing the agent state also other information, related to the agent can be
displayed. There are two possibilities to view the agents: detailed view and list view.
If you select from the toolbar, the list view is activated. Only the agent name and the time the
agent state was changed are displayed.
If you select from the toolbar, the detailed view is activated. The complete agent information is
displayed.
Agent The agents name.

Group The group to which the agent is assigned. If an agent is assigned to more than one
group, the agent is listed for each group.
Time Time since the agent status was changed. For example, how long they have been in a
call or waiting for a call or set not ready. In the format HH:MM:SS
Calls Number of calls handled by this agent during this day.
Status Status of the agent related to the agent state icon. An agent can be in one of the
following states:
- Ready
- Not Ready
- Logged off
Since The moment in time the agent status was changed for the last time. In the format
HH:MM:SS.
Extension The agent internal telephone extension.
Call Status The status of the internal phone extension. Free or busy.
43
5.2.2. Queue Activity
Click on from the toolbar to view the queue status for all callers waiting in the queue for the
selected router.
Figure 5-3 Queue monitor
Figure 5-3 Queue monitor shows the number of callers who are currently waiting for an agent to pick
up their phone. For each caller in the queue the following information is displayed:
Entry If a name is displayed, the call is queued but already offered to an agent. When only a
green star is displayed, the call is queued and waiting to be transferred to an agent. An
orange star indicates that the call is suspended, for example while an option menu is
being offered.
Prio Priority routing can set by the administrator. A call can be offered to a router with a
priority on a scale of 1 up 9. Callers with the highest priority will be transferred to an
agent as soon as an agent becomes available. The default priority is 1 (lowest).
Time How long the caller is queued on this router; calculated from the moment the call is
accepted by the router.
Skill1/ A call can be transferred to a router with a maximum of two skills. If the call is
Skill2 transferred to the router with skills, these skills will be listed in the skill1 and skill2
columns.
44
5.2.3. Performance Graphs
Click on the button on the toolbar to view performance graphs.
Figure 5-4 Performance graphs
The performance graph is an indication of the situation of the contact center in the last 15 minutes.
The performance graphs show the following information:
- Total calls
The total number of calls transferred to the router displayed in a graph.
- Performance (%)
The percentage of answered calls in relation to not answered calls (the caller terminates the call) is
displayed in a blue graph line.
The Service level is represented in a red line and shows the percentage of answered calls within
the specified service level time.
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5.2.4. E-mail Activity
BCT is featured with an E-mail routing module. This module offers the possibility to distribute E-mail
to the best matching agent. E-mail activity can be monitored just like you monitor router and agent
activity. As E-mail is usually directly delivered to agents (background), you will only see E-mail that is
queued if there are no agents.
Click on the button on the toolbar to activate the E-mail view. The following window is
displayed:
Figure 5-5 E-mail monitor
The following information is available:
Entry A green star is displayed if the E-mail is waiting for a ready agent.
Prio Priority routing can set by the administrator. An E-mail can be offered to a router with a
priority on a scale of 1 up to 10. E-mail with the highest priority will be transferred to an
agent as soon as an agent becomes available. The default priority is 1 (lowest).
Time How long the E-mail is queued on this router.
Skill1/ E-mail can be transferred to a router with a maximum of two skills. If the E-mail is
Skill2 transferred to the router with skills, these skills will be listed in the skill1 and skill2
columns.
5.2.5. Outbound Service Activity

Besides receiving inbound calls to the contact center, BCT is also equipped with an Outbound Service
module. This module makes it possible to start outbound services. The Outbound Service monitor
displays the number of outbound calls waiting for a ready agent or a moment to be dialed out.
Click on the button on the toolbar to activate the Outbound Service view. The following
window appears:
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Figure 5-6 Outbound Service monitor window
The outbound services monitor displays all outbound calls (also called contacts) that will be made by
the outbound service. During the creation of an outbound service a router must be selected. The
agents of the selected router will be used to handle the outbound calls.
Select the router that is used to handle the outbound calls. The following information is displayed:
Entry A green star in the entry column indicates that the outbound call is waiting for a ready
agent.
A green star with an alarm bell and the name of an agent indicates that the outbound call
is alerting on the displayed agent.
A red star indicates that the outbound call was made but no contact was reached. The
system will try a number of times to reach the contact. The moment the outbound call is
activated again, the green star will appear again. The moment the contact is reached, the
call will disappear from the monitor window.
Prio Priority routing can set by the administrator. Contacts with a higher priority will be
activated before contacts with a lower priority.
Time The time the outbound call is waiting to be made. This may be a long time. A contact will
be activated and perhaps the attempt was not successful for several times (no answer,
busy). The system will retry the call after a number of minutes. During this process the
contact will be displayed in the outbound monitor until the attempt was successful or the
number of tries exceeds the number of times specified during the creation of the
outbound service.
Skill1/ Outbound calls can be transferred to a router with a maximum of two skills. If the
Skill2 outbound call is transferred to the router with skills, these skills will be listed in the skill1
and skill2 columns.
Note: Outbound routing with skills is only possible for System Outbound Services (Call
back) and not for manually created Outbound Services.
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5.2.6. Alarm Settings for the Router Monitor
As shown in Figure 5-2 Router monitor the router monitor displays the Queue length, Max waiting
(longest waiting call), Ready agents and Service level. These values are listed in a graph and the exact
value is listed on the right side of the graph. The graph view is an indication and used to signal if
values are exceeding in such a way that the normal progress in the contact center is affected.
Examples are the number of callers in the queue and the number of ready agents.
The color of the graph bar may change from green to orange and finally into red. It is possible to
specify two alarm thresholds per value.
- Green:
Business as usual and the performance is within accepted and agreed limits.
- Orange:
Orange indicates that the performance is changed negatively. The normal progress in the contact
center may be affected. Orange should trigger the supervisor to investigate the reason why the
progress is affected and to take appropriate actions.
- Red:
The progress in the contact center will be affected. There are not enough ready agents to handle
the daily business or for whatever reason, more callers than normal are calling and therefore the
Number of callers in the Queue is unacceptable high.
Let us take the Service level value as an example to explain the alarm thresholds.
In a contact center is agreed with the agents that 80% of the calls must be answered within 30
seconds. It is accepted that (because of busy periods during the day) the Service level drops to 70%
during a short period of the day. In this situation the Service level on the router monitor will be set in
such a way that between 100% and 80% the graph bar is green. Between 80% and 70% the graph bar
is orange and if the Service level drops below 70% the graph bar color is changed into red.
Note: The agreed and realistic values for alarming will differ per contact center.
In some contact center a Service level of 50% is acceptable in others perhaps 90%. The agreed
values highly depend on the nature of the contact center.
To make changes to the Alarm settings click from the toolbar. The following window will appear:
Figure 5-7 Alarm Threshold configuration window
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The threshold values are stored per router. The thresholds of the selected router in the router
monitor will be changed during this session.
Enter the required values by typing the value in the appropriate field or use the up and down buttons
to enter the value. Click OK to save the changes.
5.3. Email Monitoring

Email monitoring enables you to monitor all e-mail activity, e-mail by e-mail, displaying the whole life
cycle per e-mail conversation (received e-mail, reply of the agent, reply of the customer, forward to
other agent or other scenarios).
To open the Email Monitor, explode monitors from the Explorer and select Email.
Figure 5-8 E-mail monitor shows an example of an Email Monitor.
Figure 5-8 E-mail monitor
The email conversations are displayed above, and clicking on one you can get all emails from this
conversations listed. Going more into details, every email from this list can be displayed such that
even its body can be read.
The emails are deleted according to the rules defined in the Email Account Rules ONLY if they reach
the status "handled". If a situation occurs in which an email cannot be handled, you can remove it
manually.
1. Select the required email conversation(s).

2. Right click and select Mark for deletion.
3. Click OK in the confirmation window to set the status to Closed. This will set the status of all
emails in this conversation to Handled. Now the emails will be (automatically) deleted.
The displayed status of the conversation in the Email Monitor will be changed only after the refresh
timeout (30 sec) has passed or when refreshed manually.
For more information about Email Account Rules, please refer to the BCT Administrator Guide.
5.4. System Monitor

The System Monitor requires administrator privilege. You can view or hide the System Monitor when
you press the button "View/Hide System Monitor" (see 2.2.4 Changing Views in Business ConneCT
Supervisor).
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A small window pane at the bottom of the window appears. It contains 3 tabs:
. System: Shows error information
. Calls: Shows call related information (router / agent activity)
. Events: Shows agent related information (like agent login/logout)
This information allows you to quickly see if the system is handling calls correctly or if something is
wrong.
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6. FLOORPLANS
A floorplan is used to give the position of the agent desks in the office, as well as information about
the status of the agents (ready, not ready, logged off). You can see at a glance, all the activities that
take place in your contact center. For instance, if an agent is not responding, although he is at his
desk, you can take action immediately. The same icons as in the router monitor are used.
Figure 6-1 Floorplan overview
6.1. Create a Floorplan

To create a floorplan:
1. Select Floorplans in the UCS Explorer or Shortcut view.
2. From the Edit menu, select New.
A new line appears, named Floorplan (optionally with a number).
3. Select this line and click the Properties button. The following window appears:
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Figure 6-2 Floorplan Properties window
- Enter an appropriate name for the floorplan.

- Specify the alarm setting. See section 6.4 Floorplan Alarming.
- If required, enter the name of the background file. This file must be in the same folder as the
BCT Supervisor application is placed in.
- Specify if this is a private floorplan or whether you want to share it.
Click OK.
4. Double click the modified floorplan line to open it.
5. Click the New button. The following window appears:
Figure 6-3 Agent extension selection window
From the drop down list, select the extension number of the first seat and click Apply. Repeat this
for all required seats. Up to 40 seats can be defined. After the last one, click OK.
When an agent performs a logon, his/her name will be linked to an extension.
6. Organize the floorplan according the office environment. You do this by selecting an agent with a
left mouse click then hold and drag the agent to the required location.
The moment the floorplan is created, it is active as well. By selecting Floorplans in the UCS Explorer or
Shortcut view, you return to the floorplan survey.
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Figure 6-4 Floorplan survey
6.2. Modify a Floorplan

You can remove agents from a floorplan, move them to another location on the floorplan or add new
agents to the floorplan.
Removing an agent
Right mouse click on the agent and select Delete from the menu. The agent will disappear from
your floorplan and is available again in the new extension list as mentioned in the previous
paragraph.
Moving an agent to another position
Select the agent with a left mouse click, hold and drag the agent to the required location.
Adding a new agent
See 6.1 Create a Floorplan.
Loading a background bitmap
You can change the background of the floorplan by selecting another bitmap image. This file must
be in the same folder as the BCT Supervisor application is placed in.
Sharing a floorplan
Select a floorplan. Click the Properties button and select Shared access in the Floorplan Properties
window. See Figure 6-6 Floorplan Properties window.
6.3. Monitoring a Floorplan

In the agent frame you see the name of the agent, his/her phone number, status of the agent and the
time this status is active. The floorplan status symbols display all possible agent statuses. The used
icons are the same as used in the router monitor. For a complete overview, see 5.2 Router
Monitoring. The agent frame displays if the agent is ready, not ready or logged off.
Agent Ready
The ready status of the agents is shown as
follows on the floorplan.
Agent Not ready

The not ready status of the agents is shown
as follows on the floorplan.
Agent logged off

The logged off status of the agents is shown
as follows on the floorplan.
Table 6-1 Examples of floorplan frames
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The meaning of the time related fields in the Floorplan frames is as follows:
Figure 6-5 Layout of times in Floorplan frames
A: Time of Day when agent switched to ready status

B: Counter showing the amount of time the agent phone is unused now
C: Time of Day when the agent switched to not ready status
D: Counter showing the amount of time the agent phone is unused now
Note: Counters B and D will also be reset to zero when the phones of B and D are used for making a
call.
6.4. Floorplan Alarming

Besides monitoring the agents on the floorplan, you can also specify alarming. The entered value is in
minutes and is valid for all agents on the floorplan. There are two types of alarming available for the
floorplan:
Maximum Not Ready Time

By specifying a Maximum not ready time, the system will notify on the floorplan if an agent
exceeds this specified maximum not ready time.
When an agent activates a 'follow-me' or 'call forwarding - all calls' by telephone, BCT
automatically switches the agent Not Ready. However, when the follow-me or call forwarding is
cancelled, the agent is not automatically switched Ready. This has to be done manually.
Maximum Busy Time
By specifying a maximum busy time, the system will notify on the floorplan when an agent is
talking on the phone longer than the specified time. If an agent exceeds the maximum busy time,
the Agent frame color changes from green to red.
To set the alarm parameters on the floorplan, click on the properties button or go to the Edit menu
and click Properties. The following window appears:
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Figure 6-6 Floorplan Properties window
This window also allows you to Share your floorplan with others or make it a Private one.
Enter the required values in minutes and select OK.
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7. DASHBOARD
The Dashboard provides a number of graphs. Each graph shows an aspect of the performance or
activity of the contact center. The graphs are updated real-time. This means that as calls are
handled by agents, the performance graphs in dashboard view are updated accordingly.
The displayed information is related to a router and displayed in a graph. Each graph represents one
router.
An example: all agents are busy. No callers are currently in the queue and another call arrives. The
caller must be placed in a queue until an agent is available to accept the call. In Dashboard view, the
Queue Length graph will immediately be updated to show there is one caller in the queue. When an
agent accepts the call, the Queue Length graph will be updated, showing no callers in the queue. Click
on the button to display the Dashboard view.
Figure 7-1 The Dashboard view
In the example window, two routers are created in the call flow (Service and Sales). Each router is
represented by a graph per monitor item. The following items are displayed in the dashboard view:
- Queue length
This graph shows the number of callers in the queue. The number of waiting callers is listed per
router.
- Maximum time in queue
This graph shows the longest waiting caller currently in the queue.
- Agent call duration
This is the average call duration (number of calls divided by total duration of all calls today) for
routed calls for all agents belonging to the listed router.
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- Total calls
This graph shows the total number of calls to the listed router, today, at this moment.
- Performance
This graph shows the following information for the day:
- The green bar shows the service level. Service level is defined as the number of calls
answered by agents, within the defined service level time, stated as a percentage of the total
number of calls received.
- Agent status
As you can see from the key beneath the Agent status graph:
- The blue portion of the graph shows the number of logged off agents.
- The red portion of the graph shows the number of logged on agents that are switched not
ready.
- The green portion of the graph shows the number of logged on and ready agents.
7.1. Customizing the Dashboard

You can choose which graphs are displayed on the Dashboard. To customize the Dashboard:
1. In the Dashboard toolbar, click the Properties button. The Configure dashboard dialog is
displayed.
2. You will notice the check box beside each graph is checked (there is a tick in the box). This means
that all graphs are included in dashboard view. If you don't want to see a particular graph, click on
that graph's check box, so that the tick disappears. This removes the graph from the Dashboard.
Click OK.
Figure 7-2 Configure dashboard dialog
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8. REPORTS
This is a licensed function. BCT enables you to define and generate a variety of reports about the
activity and performance of the contact center.
This chapter explains how to create, organize and schedule reports. All reports are explained in great
detail in chapter 9 REPORTING EXPLAINED.
The following list gives a brief description of the available reports.
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Note: Reports marked by a *, require the administration privilege.
Abandoned Calls Analysis Displays information about the number of abandoned calls,
callback requests and aborted calls. Also displayed is the time
when the customer performed that action.
Agent Analysis Displays agent information per time segment. The report
contains routed call information but also outgoing and DDI call
information.
Agent E-mail Provides information concerning E-mail sent to agents The report
Performance list per agent the number of received E-mails and reports if E-
mail is answered.
Agent Performance This report displays agent information related to one or more
routers. Report is generated per router but contains more
information than the information for this specific router.
The report lists information for an agent per line.
Application Prompts * Lists all application prompts, whether they are used or not used
in a call flow.
Call Types Displays the number of times agents entered a Call Type. Note:
Call Types are assigned to agents and not to calls. The last part of
the report lists the total number of entered call types per call
type during the report period.
E-mail Services * Lists information concerning E-mail activity within the scope of
BCT. The report shows all inbound E-mail activity for the entire
contact center. The report can be generated per E-mail service
created in the E-mail module.
Event Log * Mainly used by service engineers when testing or analyzing the
system. Lists all kind of event information related to agents or
routers. Examples are: Status changes of agents, Forced not
ready status on agents, No available agents found on requested
skills.
Identification Services * Lists all known callers for the selected Identification modules.
MessageBox Resource * Lists voice mail message data like number of (un)read messages
and disk use.
Not Ready Reasons Displays the date and time agents switch not ready with a pre-
(Enhanced) defined not ready reason. The last part of the report lists the
total number of entered not ready reasons per not ready reason
during the report period.
The Enhanced report also shows the Total Not Ready Time.
Outbound Services * Displays information concerning outbound services; start time of

the service and the result of the calls managed by the service.
Outbound Services Displays the same information as the Outbound Services report
Analysis * but in a different layout.
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Router Analysis Displays the same information as the router part of the Summary
report. Only the information regarding performance issues is
listed in a separate report. Difference is the way the information
is displayed. In the Router analysis report the information is
displayed in time segments.
Router Performance Offers insight information concerning performance issues related

Analysis to routers.
Router Skills * Lists information concerning the skill request for the selected
router.
Starter Analysis Displays the same information as the Starter part of the
Summary report. Difference is the way the information is
displayed. In the Starter analysis report the information is
Summary Lists information for starters, end call modules, attendant

menus, transfers and routers. The router information is listed in
a separate part of the report.
System Prompts * Lists all system prompts, whether they are used or not used in a
call flow.
8.1. Defining and Generating Reports

There are two distinct processes involved in printing a report:
1. Defining the report

This involves defining the parameters for the report. These parameters include for instance:
routers, agents, E-mail service etc. The used parameters differ per report. You also have to specify
the report coverage (today, yesterday, last week, last month). You must choose an output
medium, i.e. whether the generated report will be printed, saved as a file, published as a web
page, etc. Finally, you must give the report a name. Once the report has been defined, you can
save it.
To guide you through the process of defining a report, the Reports Wizard displays a sequence of
dialog boxes. In each dialog box, you provide information about the report you want to define.
When you generate the report, the information you provided in the dialog boxes is used to extract
the appropriate data from the database.
After the report is defined the report exists as a line in the report window. You can consider this
report as a kind of template.
Almost all selections made during the Report Wizard process can be changed after the report is
defined, by selection the report properties.
2. Generating the report
Once the report has been defined, named and saved, you can generate it.
Defining a report is basically creating a template. Only by double clicking on the report template
line, a real report is generated. The report will be generated in the output medium you specified
during the report definition.
Once it has been defined, a report can be viewed in a number of ways:

1. Previewed on screen.
2. Printed.
3. Sent as E-mail. The format of the report when it is send via mail is HTML.
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4. Published as web page. A file will be generated in the HTML format.
The created report template lines are listed in the report window
8.2. Previewing Reports

When you choose the output option preview report on screen, the report will be displayed on
screen. This is useful especially for large reports, as you can check that the correct information is
included, before printing to paper or publishing on the web.
While a report is previewed on screen, you can make some additional changes to the format and
layout. Also the report can be saved as Word or Excel file. A portion of a previewed report is shown
below.
TO RETURN TO THE BCT SUPERVISOR, CLICK THE Close BUTTON!
Figure 8-1 The "report preview"
Note the row of buttons on the toolbar:

Click the printer button to print the report
Click the magnification button to toggle between a small, and magnified view of the re-
port
These 3 buttons enable you to: view a single page of the report; view 2 pages or view
multiple pages. The report should be 2 or more pages in length in order to obtain any
benefit from changing views. If you select the view multiple pages option, a popup
menu is displayed, from which you can choose the multiple pages view you prefer.
Exports the report to Word or Excel format. When you click the button, a drop down list
offers the exporting options. If you do this, you will be asked to specify the name and
location of the output file. Some reports are not suited to all of these exporting options.
Inappropriate options are grayed-out. You cannot select them. Note that the layout of
the report may be affected when the report is opened in Word. The BCT DVD contains a
folder Configuration Support , with below it a folder '\Tools and Scripts\Reporting. In
this directory the file Reportmacro.xls is available. Open this file and follow the steps.
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It will install macros to improve the layout of the exported Excel reports.
Close Click on this button to close the report.
The listed buttons are not appropriate to all of the report types. Buttons that cannot be used on a
particular report are grayed out. This prevents you from trying to use them.
8.3. Defining Reports using the Report Wizard

The report wizard is used to define new reports. Because every report has its own selections and
settings, this section explains the Report wizard in general. It is intended to provide an overview of
the report definition process.
8.3.1. To Define a New Report:
Click the button from the Reports toolbar. The Report Wizard dialog box is displayed.
Figure 8-2 Report Wizard dialog box
All possible reports are listed in the "Report type list box. Make your selection.
Click on Next to continue (or click on Cancel, to cancel and close the dialog box). After selecting Next
a new dialog box is displayed.
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Figure 8-3 Report field selection window
Note that the information you must provide varies, depending on the report you want to define.
During the creation of a report you can view or hide report fields. This offers you the freedom to
customize the reports in such a way that a report only gives the desired information.
In Figure 8-3 Report field selection window all possible fields of the Agent Analysis report are
displayed on the left hand side of the window. Only fields that are displayed in the right hand side of
the window will be in the report. Click or double click a field to move it from Available fields to
Selected fields. If you click all available fields will be displayed on the report. Use the and
buttons to move fields from the selected fields to the available field.
Not all fields can be removed from the report. Some fields are required. In the example window in
Figure 8-3 Report field selection window the field selection is displayed for an Agent Analysis report.
In this report the Time field cannot be left out.
Note: Not all reports have the possibility to hide or view fields from the report.
For each report different fields are displayed related to the nature of the report.
After you made your selection regarding the fields that must be displayed in the window, click Next.
The following window appears.
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Figure 8-4 Router selection window
During the report creation one more selection windows may appear. For the Agent Analysis report
the first selection window is the agent selection window. By selecting one or more agents, more
information will be included related to the select items.
Double click or use the button to move an item to the right hand side of the window. Only items
displayed on the right hand side of the window will be used in the report. Click to move all items
to the right hand side of the window.
Use the and buttons to remove items from the report.
Note: The number of selection windows differs per report type. Some reports have no selection
window and others have more than one. The report wizard will display all selection windows
possible for a specific report during the creation of the report.
Select Next to continue with the next window in the report wizard.
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Figure 8-5 Reporting period window
Select the required reporting period. Before you select a report period, please note that there are two
ways to specify the report coverage:
1. Relative:
The relative report coverage is related to the moment the report is activated: Today, Yesterday,
Last week and Last month.
Example: If you select Yesterday and you generate the report on February 20, it will print the
figures for February 19. If you double click the same report one week later, it will print the figures
for February 26.
So you can define a report for Last week and use the same report for an every week report.
If you select Last week the report will contain information from the last complete week, starting
on Sunday 00:00 (beginning of the day) and ending on the next Saturday 00:00 (meaning 24:00 at
the end of the day), in case Sunday is defined as the first day of the week.
If you select "Last month the report will contain information from the first complete month
before the report is generated. Starting on the first calendar day of the month and ending on the
last calendar day of the month.
2. Absolute:
By selecting Other period from the period window, you can specify a date or date range, for the
report. The report covers that period and is fixed.
For example, you define a report for the date range January 1, 2003 to April 1, 2003. If you
generate that report 1 week later, the figures for January 1, 2003 to April 1, 2003 will be printed,
again.
Only use Other period if you are creating a report for a specific time and no re-use of the report
is required.
If you choose Other Period, you must enter the start and end date in the format: mm/dd/yyyy. For
example, 16th September 2003 would be typed 09/16/2003.
Click on Next.
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Figure 8-6 Setting the office hours and aggregation
Some reports are displayed in time slices. Example: the Agent Performance report displays
information related to agents. The information is displayed in one line of information per agent. The
Agent Analysis report displays the same information not in one line per agent but in time slices over
the day. All analysis reports are displayed in this format.
If you are creating an analysis report you can specify office hours and aggregation.
Office Hours
You are now prompted to enter the office hours for the report. There are two reasons for doing this:
1. If you don't specify office hours and your contact center is closed in the evenings, your report will
include a lot of unnecessary information. (For example: Between 00:00 and 00:15 there were no
calls; between 00:15 and 00:30, there were no calls and so on, until your contact center opens at
9:00 AM. You probably don't want this information).
2. If your contact center works on a shift basis, for example, 3x8 hour shifts, you may want to report
on the activity on a shift by shift basis. Enter the office hours in the 24 hour clock format:
hh:mm. For example, 3:30 PM would be typed as 15:30.
If you want to obtain a report for the full 24 hours, enter From: 00:00 (beginning of the day) and
To: 00:00 (end of the day).
Aggregation
The selected aggregation determines how the time slices are displayed. The smallest period is 15
minutes and the longest period is a month.
Example: when you select Hour, all calls or events are listed on one line in slices of an hour.
Be aware that for a daily report (report period Today or Yesterday) an aggregation of an hour is a
good value. If you create a monthly report (report period Last month) with an aggregation of a
Quarter, a report of 30 pages is produced. For that type of reports it is recommended to select
weekday or calenderday.
Small aggregations require lots of memory. Do NOT run this report on the BCT server computer.
The First week of year box is used to configure the definition of the first week of January. The
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following selections can be made: Starts on Jan 1st, First 4-day week or First full week. The first day of
a week depends on regional options. The box is only relevant when aggregation By week is
selected.
Select Next.
Figure 8-7 Options when to make report
Clear the Generate report after finish check box when you do not want to generate the report as
soon as you click Finish. Now the report will only be defined and not generated until you double click
on it in the report list.
When agents log in or out by picking up their handset and keying in digits, this is recorded as an
outgoing call. Outgoing calls appear on reports. This can make it difficult to read the useful
information about real outgoing calls. By setting an Outgoing Call Time Limit, you can filter out all
non contact center calls shorter than the time value you specify here. Longer outgoing calls, for
example to friends or colleagues, will be included in reports. Ten seconds should be long enough for
an agent to dial a code and prefix.
Select Next.
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Figure 8-8 Selecting the output medium for the report
As you can see in Figure 8-8 Selecting the output medium for the report the report can be generated
in a number of ways:
Preview on screen Displays the report on screen. It's a good idea to preview reports, as it gives
you a chance to check them before printing.
Printer Sends the report to the connected (network) printer.
Send as E-mail Saves the report as HTML files and sends it to the person whose E-mail
address you specify.
It is possible to send the report to more than one address. Enter a comma
and a space after the first address and enter the next E-mail address.
Publish as web page Saves the report in HTML format. Check Publish as web page and navigate
to the location where you would like to save this report. A report name will
be generated, so do not enter one yourself.
If you check Start webbrowser the report will be directly opened in
Internet Explorer.
Select the output option you want from this list and click Next.
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Figure 8-9 Specify a name for the report
In the next dialog box you can type a name for the report, if you wish. BCT Supervisor will create a
default report name for you, based on the type of report, the date range and the output medium you
chose. If you decide to change the report name, make sure the new name is unique and will identify
the report in future. Make sure you choose a memorable, meaningful name for the report.
Click Finish. The report you have specified will be saved in the format you requested and included in
the list of reports, that was described earlier in this section.
If you check Schedule report, you can run the same report automatically more than one time.
Check Scheduling report and click Next.
Figure 8-10 Report Scheduling tab
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A report can be scheduled every hour, day, week or month. The selected schedule is related to the
selected report coverage, described earlier during this chapter.
Select the required schedule interval and enter the first time the report should be generated in the
format MM/DD/YYYY HH:MM.
Once you have scheduled a report, scheduling information is displayed in the reports list window.
Select Finish to save the report template you created.
To generate the report once it has been defined and saved, double click on the report in the report
list.
Note: If you accidentally click Next and want to change a setting you made earlier, you can click on
Back, one or more times, until the setting you want to change is displayed. Change the setting
and click on Next one or more times to resume the report definition.
If you would like to change settings from an already existing report, right mouse click the report in the
report list and select Properties from the menu and the report wizard will start.
Use the Next button to navigate to the window where you would like to make changes and save the
changes by clicking the Finish button in the end.
Note: Only when the Business ConneCT Supervisor application is running, scheduled reports (Output
to E-mail or printer) will be executed.
8.4. Listing Reports

After reports are created with the report wizard, the reports are listed in the report window. Figure
8-11 Report list window shows an example of a report list window.
Figure 8-11 Report list window
All created reports are displayed. Each report type has a unique icon, derived from the report name.
Note: Only reports are displayed which are created by the person who is logged in at this moment.
Example: a user account is created for Supervisor Susan. Susan creates a number of reports.
Susan performs a logoff and Carl performs a logon to the BCT Supervisor. Carl selects Reports
from the explorer view or short cut bar. The reports created by Susan will not be displayed.
The Administrator can see all reports.
The following information can be retrieved from the report list window:
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Report: The name of the report as entered during the creation of the report.
Type: The report type, selected during the creation of the report.
All selections that are made during the creation of the report. Examples are:
Report Selections: agents, routers, not ready reasons etc.
Not all selections are visible. If you would like to see all selections, drag and
drop the right hand column border to the right until the complete list is
visible.
Period: The selected report coverage.
Period from: The start date and time of the report coverage (when during the report
creation for the report period Other period was selected).
Period to: The end date and time of the report coverage (when during the report
creation for the report period Other period was selected).
Output: The chosen output format during the creation of the report.
Schedule: The schedule selected during the creation of the report.
All these parameters can be changed, except for the report type. If you would like to change the
report type, a new report needs to be created.
You can sort on the above listed parameters. Click on one of the parameters and the reports will be
sorted according the selected parameter. Example If you would like to list reports sorted on report
type, click Type. The reports will be listed per report type. Select report and the reports will be listed
in alphabetical order.
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9. REPORTING EXPLAINED
This chapter provides detailed information concerning all standard reports that can be generated with
BCT. For every report a general explanation is given and all report parameters are explained. As much
as possible examples are used to make the explanation as understandable as possible.
Per report is also listed which selection possibilities there are. For example report for all routers or
only one router; agent report for all agents or only for one specific agent.
9.1. Understanding Reports

Understanding reports is only possible when you also understand the call flow behavior and the
interaction between call flow modules. The more complex the call flow, the more complex the
reporting is as well.
Please read the following call scenario:
A caller calls the number of a contact center.

Before the agent phone begins to ring, maybe the caller has to listen to an announcement message
(Welcome to our company).
The openings hours of the company are checked via a clock module.
After the clock module the caller is offered an attendant menu where the caller can choose between
several options.
The caller pressed the key that route his call to a router, a router module is selected.
When all agents, assigned to this router, are busy, the caller will be queued until an agent is available
or until the maximum queue time is expired.
When an agent becomes available the call will be transferred to this agent.
Then the agent extension starts ringing (alerting) and most likely the agent will answer the call.
A number of important remarks can be made regarding the above described call scenario:
- In Figure 9-1 Stages of a call you can see that a call results in a call flow period and a talk period.
- The call is entering the BCT contact center from a starter line and only when an agent answers the
call, the call results in an answered call.
If the caller disconnects during the starter period, only a starter call is created. Therefore this call
will not result in a router call. So not all calls to the contact center will result in real calls (router
calls).
So be aware that the number of starter calls differs from the number of router calls.
- After the starter module, the call is transferred to the clock. The clock is used to check the opening
hours of the contact center or to check if agents are available during a specific time.
When the caller calls outside working hours the call will probably be transferred to the operator or
even a disconnect is possible.
Again this call can result in a starter call only.
- If the caller is calling during the office hours the call will be routed to the auto attendant (point C in
Figure 9-1 Stages of a call).
The attendant module can be configured with one up to 10 choices. The use of an attendant
module makes understanding reports more difficult because more choices are possible.
In this example there are two choices:
- If the caller selects the operator option, the call will be transferred to the operator. The final
result for reporting will be that this call is listed in the summary report as starter call, attendant
call and also as transfer call.
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- The caller presses the key that routes the call to the router. When the call is transferred to the
router, the router will search for an available agent. If all agents are busy the call will be
queued. If the caller disconnects while being queued, then the call result is an abandoned call.
Note that the call is abandoned during the re router period. The result for reporting will be
that this call will be listed in the summary report as starter call, attendant call. Also the call will
be listed as offered call to a router in the summary report and listed in the abandoned calls
report.
When an agent is available, the call will be transferred to the agent. In that case the call will
also appear in agent reports as routed call.
- In Figure 9-1 Stages of a call you can see that when a call is transferred to the router, the time the
call spends on the router is divided in three sections. The queue and alerting time is called the
response time. The response time is used to calculate the service level per router. The alerting
time is used in the agent performance report to calculate the service level per agent.
The purpose of the previous remarks is to make you aware that a call will result in information for
several reports and that one call will result in several calls listed per module.
Figure 9-1 Stages of a call
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9.2. Summary
This report lists information for the modules, starters, transfers and routers. The report contains
three areas: Starters, Transfer and Routers. Information is only shown if there was activity during the
report period.
9.2.1. Report Generation

Use the report wizard to create the report. The report wizard is explained in chapter 8.3.1 To Define a
New Report:. This section explains the selections and actions needed for a summary report.
1. Activate the report wizard.

2. Select Summary from the Report type pull down menu.
3. Select the required report period.
4. Choose the report options.
5. Choose the required output format.
6. Enter an understandable name for the summary report. If the report must be scheduled, check
the Schedule Report check box and enter the required schedule interval and the moment the
report must be created the first time.
7. Select Finish.
9.2.2. Report Parameters
Default action: If a call reaches a Starter module for which the dialed number information was
not defined in the starter lines, it will end up in a Default Action. It is possible to
select a special mode for all starters. When the special mode is selected, all
calls will be transferred to one destination. These calls will be listed as default
action as well.
Starters: The starter name is the same as the starter name used in the call flow.
Number of calls: The number of times a call is made to the listed starter.
Starter duration: The time the caller is parked on the starter, default action or attendant. This is
the time a caller occupies a dialogic line. The time the call is parked on the
dialogic line is the time, the call arrives at the line until agents answer the call
or until the call is transferred outside the BCT contact center. Listed in
minimum, average and maximum. Format MM:SS.
Abandoned: Total number of abandoned calls during the starter, clock and other call flow
module until the call is accepted by a router. Abandoned calls during the router
period are listed separately in the router section of the summary report.
Total: The total number of calls handled by all starters, default action and attendants.
The duration, listed under total is the shortest duration, average duration
and the longest duration. Listed in the format MM:SS.
Transfer: All calls transferred from the BCT contact center are listed. The names of the
transfers are retrieved from the created transfer modules. The calls are listed
as success, busy, no answer and errors. Note: When the transfer is performed
as blind transfer, no information is available concerning no answer or errors.
This results in 100% success even when the transfer fails for whatever reason.
Router name: The name of the router is derived from the name entered in the call flow.
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Calls offered: Number of calls offered to the router.
Full: Number of calls rejected or re-routed because of queue full situation.
No agent: Number of calls rejected or re-routed because of no ready agents (all agents
switched not ready).
Abandoned: Number of times a caller disconnects while being queued during the router
period.
Abandoned after: The time the caller stays queued on the router before disconnecting. Listed as
Answered: Number of calls offered to this router, that are really answered by agents
assigned to this router.
Response time: Time until the agent answers the call. Listed in minimum, average and
maximum. Format MM:SS. Note: The response time is the time the caller
spends on the router including agent alerting time.
Call duration: Time the agent spends on routed calls. Listed in minimum, average and
maximum. Format MM:SS.
Callback request: The number of times, callers stopped waiting in a queue via a call back request.
Abort: Number of calls offered to this router that were aborted via an option menu.
Abort after: Listed in minimum, average and maximum. Format MM:SS. Note: The abort
time is the time the caller spends on the router.
Queue time out: Number of rejected or re-routed calls because of queue time out.
Service level: Achieved service level for that router. Suppose a service level of 30 seconds is
entered for a router. When all calls are answered within 30 seconds, the router
service level is 100%. When 50 calls are offered and only 25 are handled within
30 seconds, a service level of 50% is listed. Note: Abandoned calls are also
counted to calculate the service level. The time the system uses to calculate
the service level is the time the caller spends on the router including the
alerting time on the agent.
Total: The total calls to all routers displayed with the same parameters as used for the
individual router information.
End Call: Number of calls that are ended via the End call module. One entry for each
End call module that was used to generate an end call action.
Attendant: Each attendant that handles calls during the report period is listed in the
summary report. The report will list the name of the attendant module and
also how many times each menu choice was selected by the callers. Also the
number of times callers are send to another module via the error action.
Callers who disconnects (abandoned call) during the attendant period will be
counted as abandoned call on the used starter.
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9.2.3. Report Example
Summary Report
Generated: 1-6-2005 16:16:41 Site Name: Active Leisure Holidays - London
Report Period: 20-5-2005-20-5-2005 Username: Administrator
Starters Minimum Average Maximum
Active Leisure customer entry

Number of calls: 29
Starter duration: 00:05 00:20 00:42
Abandoned: 6 00:05 00:17 00:27
Active Leisure travel guide entry

Number of calls: 16
Abandoned: 1 00:05 00:05 00:05
Agent logon
Number of calls: 7
Abandoned: 0
Default action
Number of calls: 3
Abandoned: 1 00:12 00:12 00:12
Messagebox Access
Number of calls: 2
Abandoned: 0
Prompt recording access

Number of calls: 1
Abandoned: 0
Total
Number of calls: 58
Abandoned: 8 00:05 00:11 00:27
Transfer
1003 1 success, 3 busy, 1 no answer, 0 errors.

9 6 success, 0 busy, 0 no answer, 0 errors.
Routers Minimum Average Maximum
Emergency
Business ConneCT Page 1 of 4
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Calls Offered 4
Full 0
No Agent 0
Answered 4
Response Time 00:07 00:12 00:25
Call duration 00:04 00:06 00:10
Callback requests 0
Abort 0
Abort After
Abandoned 0
Abandoned After
Queue Time Out 0
Service Level 25,0 %
Fl. inf & Booking

Calls Offered 10
Full 0
No Agent 1
Answered 8
Response Time 00:03 00:05 00:08
Call duration 00:04 00:13 00:25
Callback requests 0
Abort 0
Abort After
Abandoned 1
Abandoned After 00:11 00:11 00:11
Queue Time Out 0
Holiday Arrangements
Calls Offered 12
Full 0
No Agent 2
Answered 5
Response Time 00:06 00:09 00:17
Call duration 00:01 00:11 00:19
Callback requests 2
Abort 0
Abort After
Abandoned 3
Queue Time Out 0
Travel Ruide
77
Calls Offered 15
Full 0
No Agent 5
Answered 10
Response Time 00:03 00:08 00:17
Call duration 00:01 00:04 00:07
Callback requests 0
Abort 0
Abort After
Abandoned 0
Abandoned After
Queue Time Out 0
Total
Calls Offered 41
Full 0
No Agent 8
Answered 27
Response Time 00:03 00:09 00:25
Call duration 00:01 00:08 00:25
Callback requests 2
Abort 0
Abort After
Abandoned 4
Queue Time Out 0
Service Level Avg 41,7 %
Attendant Total
Main menu
Emergency calls 5
Error 1
Flight info & Booking 7
Generel questions 3
Holiday arrangements 10
repeat choices 1
78
Abandoned: Number of times the caller disconnects while being queued
Abandoned after: Time the caller is queued on the router until the caller disconnect the call.
Abort: Number of offered calls to this router that were aborted via an option menu
Abort After: Time the caller is queued on the router until the caller aborts the call
Answered: Number of answered routed calls to this router.
Call Duration: Time spent on routed calls
Callback Request: Number of callback requests on this router
Calls Offered: Number of calls offered to this router
Duration: Time the caller is parked on the starter.
Full: Number of calls rejected or re-routed because of a queue full situation
No Agent: Number of calls rejected or re-routed because of a no agent situation
Number of Calls: Number of times the starter is dialed
Queue Time Out: The number of rejected or re-routed calls because of queue time out
Response Time: Time the caller spends on the router including the agent alerting time
Router: All routers, that had call activity during the report period
Service Level: The percentage of calls answered within the defined service level time
Starter: All starters, that had call activity during the report period including the default action
Total: The amount of calls of all routers displayed with the same parameters as for the individual routers
Transfer: All calls, which were not handled by one of the components of BCT
79
9.3. Starter Analysis
This report displays the same information as the Starter part of the summary report. Difference is the
way the information is displayed. In the Starter analysis report the information is displayed in time
segments. The required time segment is chosen during the report setup.
Calls offered is the total number of calls listed per starter per segment. This also includes calls to
starters, which result in a default action.
The call duration is, like in the summary, the time the line is occupied by the starter. Listed in
minimum, average and maximum. Format MM:SS. The values displayed under the heading Total
should match with the values from the total number of calls in the System part of the summary
report.

New Report:. This section explains the selections and actions needed for a Starter Analysis report.
1. Activate the report wizard

2. Select Starter Analysis from the Report type pull down menu.
3. Select the fields that must be included in the report.
Calls offered, Duration, Starter Name and Time cannot be left out of the report.
4. The report can be generated for one or more starters.
Move one or more starters to the Selected Starter Ranges window.
6. Select the required Office hours. If you would like to have a 24 hours report select from 00:00 to
23:59.
7. Select the required aggregation (time segment).
8. Choose the Report Options.
Enter an understandable name for the Starter Analysis report.
If the report must be scheduled, mark the Schedule Report check box and enter the required
schedule interval and the moment the report must be created the first time.
10. Select Finish.
Default action: If a caller reaches a Starter module for which the dialed number information was
not defined in the starter lines, it will end up in a Default Action.
Starter(s): The starter name(s) as used in the call flow.
Time: The chosen time period during the report wizard.
Call offer: The number of times a call is made to the listed starter.
Duration: The time the caller is parked on the starter, default action or attendant. This is
the time a caller occupies a dialogic line. The time the call is parked on the
dialogic line is the time, the call arrives at the line until agents answer the call or
until the call is transferred outside the BCT contact center. Listed in minimum,
average and maximum. Format MM:SS.
Abandoned: Total number of abandoned calls during the starter, clock and other call flow
80
module until the call is accepted by a router. Abandoned calls during the router
period are listed separately in the router analysis report.
Total: The total number of calls handled by the starter during the report period. The
duration, listed under total is the shortest duration, average duration and the
longest duration. Listed in the format MM:SS.
Starter Analysis
For Starter(s) : Starter Range: Active Leisure customer entry
Generated : 1-6-2005 16:16:03 Site Name: Active Leisure Holidays - London

Report Period : 20-5-2005-20-5-2005 Username: Administrator
Time Call Duration Abandoned

Offer Min. Avg. Max.
09:00 0 00:00 00:00 00:00 0

09:15 0 00:00 00:00 00:00 0
09:30 0 00:00 00:00 00:00 0
09:45 0 00:00 00:00 00:00 0
10:00 0 00:00 00:00 00:00 0
10:15 0 00:00 00:00 00:00 0
10:30 0 00:00 00:00 00:00 0
10:45 0 00:00 00:00 00:00 0
11:00 0 00:00 00:00 00:00 0
11:15 0 00:00 00:00 00:00 0
11:30 0 00:00 00:00 00:00 0
11:45 0 00:00 00:00 00:00 0
12:00 0 00:00 00:00 00:00 0
12:15 0 00:00 00:00 00:00 0
12:30 0 00:00 00:00 00:00 0
12:45 0 00:00 00:00 00:00 0
13:00 0 00:00 00:00 00:00 0
13:15 0 00:00 00:00 00:00 0
13:30 0 00:00 00:00 00:00 0
13:45 0 00:00 00:00 00:00 0
14:00 5 00:15 00:24 00:41 0
14:15 8 00:05 00:15 00:28 1
14:30 5 00:09 00:16 00:26 3
14:45 5 00:17 00:23 00:28 2
15:00 0 00:00 00:00 00:00 0
15:15 5 00:09 00:23 00:42 0
15:30 0 00:00 00:00 00:00 0
15:45 1 00:23 00:23 00:23 0
16:00 0 00:00 00:00 00:00 0
16:15 0 00:00 00:00 00:00 0
16:30 0 00:00 00:00 00:00 0
16:45 0 00:00 00:00 00:00 0
Total 29 00:05 00:20 00:42 6
Abandoned: Number of times the caller disconnects during the starter period
Calls Offered: Number of calls related to selected starter(s)
Duration: Time the caller is parked on the system until answered or transferred.
Starter Name: Starter name, as entered during the creation of the starter.
Time: Time segment, all calls are listed per segment.
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9.4. Router Analysis

This report displays the same information as the router part of the summary report. Only the
information regarding performance issues is listed in a separate report.
Difference is the way the information is displayed. In the Router analysis report the information is

New Report:. This section explains the selections and actions needed for a Router Analysis report.
1. Activate the report wizard

2. Select Router Analysis from the Report type pull down menu.
Calls offered, Duration, Starter Name and Time cannot be left out of the report.
4. The report can be generated for one or more routers.
Move one or more routers to the Selected Routers window.
23:59. Select the required aggregation (time segment).
7. Choose the Report Options.
9. Enter an understandable name for the Router Analysis report.
10.Select Finish.
Router name(s): Name of the router(s) as entered during creating of the router(s).
Time: Time segment, all calls are listed per time segment, chosen during the
creation of the report.
Call offer: Number of calls offered to the router.
Answered: Number of calls offered to this router that are really answered by agents
assigned to this router.
Abort: Number of calls offered to this router that were aborted via an option menu.
Abandoned: Number of times the caller disconnects while being queued.
Queue time out: Number of rejected or re-routed calls because of queue time out.
Callback requests: The number of times, callers stopped waiting in a queue via a call back
request.
switched not ready).
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Full: The number of calls rejected or re-routed because of queue full situation.
Total: The total number of calls to all routers displayed with the same parameters as
used for the individual router info.
Router Analysis
For Router(s) : Router: Email, Emergency, Fl. inf & Booking, Holiday Arrangements, Travel Ruide
Report Period : 20-5-2005-20-5-2005 Username: Administrator
Time Call Answered Abort Abandoned Queue Callback No Agent Full

Offer timeout requests
09:00 0 0 0 0 0 0 0 0
09:15 0 0 0 0 0 0 0 0
09:30 0 0 0 0 0 0 0 0
09:45 0 0 0 0 0 0 0 0
10:00 0 0 0 0 0 0 0 0
10:15 0 0 0 0 0 0 0 0
10:30 0 0 0 0 0 0 0 0
10:45 0 0 0 0 0 0 0 0
11:00 0 0 0 0 0 0 0 0
11:15 0 0 0 0 0 0 0 0
11:30 0 0 0 0 0 0 0 0
11:45 0 0 0 0 0 0 0 0
12:00 0 0 0 0 0 0 0 0
12:15 0 0 0 0 0 0 0 0
12:30 0 0 0 0 0 0 0 0
12:45 0 0 0 0 0 0 0 0
13:00 0 0 0 0 0 0 0 0
13:15 0 0 0 0 0 0 0 0
13:30 0 0 0 0 0 0 0 0
13:45 0 0 0 0 0 0 0 0
14:00 3 3 0 0 0 0 0 0
14:15 7 6 0 1 0 0 0 0
14:30 3 3 0 0 0 0 0 0
14:45 10 5 0 3 0 0 2 0
15:00 3 2 0 0 0 0 1 0
15:15 10 3 0 0 0 2 5 0
15:30 1 1 0 0 0 0 0 0
15:45 4 4 0 0 0 0 0 0
16:00 0 0 0 0 0 0 0 0
16:15 0 0 0 0 0 0 0 0
16:30 0 0 0 0 0 0 0 0
16:45 0 0 0 0 0 0 0 0
Total 41 27 0 4 0 2 8 0
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Time Call Answered Abort Abandoned Queue Callback No Agent Full
Offer timeout requests

Abort: Number of offered calls to this router that were aborted via an option menu.
Answered: Number of answered routed calls to this router.
Callback: Number of callback requests on these router(s)
Calls Offered: Number of calls offered to this router.
Full: Number of calls rejected or rerouted because of a queue full situation
No Agent: Number of calls rejected or rerouted because of a no agent situation (All agents "not ready")
Queue Time Out: Number of calls rejected or rerouted because of a queue time out
Router: Name of the router as entered during the creation of the router
Router Name: Name of the router(s) as entered during the creation of the router.
Time: Time segment, all calls are listed per segment. Time segment is adjustable during preview.
Total: Total number of calls during the report period
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9.5. Router Performance Analysis
This report provides information regarding performance issues related to one or more routers. The
information is displayed in time segments.

New Report:. This section explains the selections and actions needed for a Router Performance
Analysis report.

2. Select Router Performance Analysis from the Report type pull down menu.
Calls offered, Router Name and Time cannot be left out of the report.
23:59.
Select the required aggregation (time segment).
8. Enter an understandable name for the Router Performance Analysis report.
9. Select Finish.
Router name(s): Name of the router(s) as entered during creation of the router(s).
Time: Time segment, all calls are listed per time segment.
Call offer: Number of calls offered to the router.
Response time: The time the caller spends on the router including agent alerting time. Listed in
Note: The time a caller is queued is also part of the response time.
Duration: Time spent on routed calls.
Service level: Achieved service level for that router. Suppose a service level of 30 seconds is
entered for a router. When all calls are answered within 30 seconds, the router
service level is 100%. When 50 calls are offered and only 25 are handled within
30 seconds, a service level of 50% is listed. Note: Abandoned calls are also
counted to calculate the service level. The time the system uses to calculate the
service level is the time the caller spends on the router including the alerting
time on the agent.
Offered calls accumulated over the report period, Response time minimum is the
Total: shortest answered call for the report period, Response time average is the
average for the report period, Response time maximum is the longest response
time during the report period. Service level is the average service level over the
report period.
Note: The format of the MAX column is MM:SS (Minutes/Seconds). When the
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duration of a call is more than 59:59 the overflow is ignored.
Router Perf. Analysis

For Router(s): Router: Email, Emergency, Fl. inf & Booking, Holiday Arrangements, Travel Ruide
Time Call Response Time Duration Service

Offer Min. Avg. Max. Min. Avg. Max. Level
09:00
09:15
09:30
09:45
10:00
10:15
10:30
10:45
11:00
11:15
11:30
11:45
12:00
12:15
12:30
12:45
13:00
13:15
13:30
13:45
14:00 3 00:07 00:08 00:08 00:04 00:10 00:17 0%
14:15 7 00:03 00:09 00:25 00:04 00:08 00:19 83%
14:30 3 00:07 00:07 00:08 00:05 00:11 00:21 67%
14:45 10 00:04 00:06 00:09 00:04 00:13 00:25 29%
15:00 3 00:06 00:10 00:14 00:01 00:02 00:04 0%
15:15 10 00:04 00:07 00:10 00:02 00:04 00:08 20%
15:30 1 00:06 00:06 00:06 00:08 00:08 00:08 100%
15:45 4 00:03 00:10 00:17 00:01 00:02 00:05 75%
16:00
16:15
16:30
16:45
Total 41 00:03 00:08 00:25 00:01 00:08 00:25 41%
Abandoned within:
Answered within:
Calls Offered: Number of calls offered to this router.
Duration: Time spent on routed calls.
Response Time: Time the caller spends on the router, including the agent alerting time.
Router Name: Name of the router(s) as entered during the creation of the router.
Service Level: The percentage of calls answered within the defined service level time.
Time: Time segment, all calls are listed per segment. Time segment is adjustable during preview.
86
9.6. Agent Performance
This report displays agent information, related to one or more routers. The report lists the
information for an agent per line.

New Report:. This section explains the selections and actions needed for an Agent Performance
report.

2. Select Agent Performance from the Report type pull down menu.
Agent cannot be left out of the report.
5. The report can be generated for one or more agents.
Move one or more agent to the Selected Agents window.
8. Enter an understandable name for the Agent Performance report.
If the report must be scheduled mark the Schedule Report check box and enter the required
9. Select Finish.
Agent Agent name as entered during creation.
Logon time: The first time the agent performs a logon during the report period time is
displayed as Logon time. More logins during the report coverage time will not be
displayed.
Note: It is possible that an agent is logged on but no Logon time is displayed.
That indicates that the agent was already logged on before the report coverage
time. A dash - displays that situation.
Ready time: The accumulated ready time during the report coverage time.
Routed calls: All calls routed from the selected router(s) to this agent.
Alerting time: The alerting time on the agent extension until the agent answers the call.
Note: Only routed calls count for the alerting time. Direct calls to the agent
extension are ignored. Listed in minimum, average and maximum. Format
MM:SS.
Call duration: Time between answering the call and ending the call. Only routed call duration is
displayed. Listed in minimum, average, maximum and total. Format MM:SS.
Not answered: The number of calls offered to the agent via a router, not answered. Most likely
because of a forced not ready situation.
Outgoing calls: The number of calls made from the agent extension.
Note: all logon, switch ready, switch not ready and logoff requests to the highest
line are counted as outgoing calls (only applicable for phone based systems). This
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results in a large number of short outgoing calls.
DDI calls: All calls that are not routed via the call flow. Examples: direct calls from outside
to the agent extension, internal calls to the agent extension or calls routed from
the operator to the agent extension.
Total: The accumulated time the agent spends on routed calls during the report period.
Agent Performance
For: Agent: Carl, Iris, Randy, Susan Router: Email, Emergency, Fl. inf & Booking, Holiday Arrange-
ments, Travel Ruide
Report period: 20-5-2005-20-5-2005 Username: Administrator
Logon Ready Routed DDI Outg. Alerting Time Call Duration Not Total
Agent Time Time Calls Calls Calls Min Avg Max Min Avg Max Answered
Carl 14:28:1 9:02:57 8 0 13 00:02 00:05 00:09 0:00:02 0:00:06 0:00:24 0 0:00:51
Iris 14:12:5 9:38:09 16 3 5 00:01 00:05 00:13 0:00:01 0:00:08 0:00:22 2 0:01:51
Randy 15:46:1 8:13:42 3 0 0 00:04 00:09 00:17 0:00:00 0:00:02 0:00:05 0 0:00:06
Susan 13:54:0 9:23:35 9 2 23 00:02 00:05 00:07 0:00:04 0:00:12 0:00:25 0 0:01:48
Agent: Short name of the agent

Alerting Times: Ringing time on the extension of the agent until the agent answers the routed call.
Call Durations: Time spent on routed calls.
DDI Calls: Number of direct incoming and answered (not routed) calls.
Logon Time: The first time the agent performs a logon during the report period.
Not Answered: Number of offered calls routed to the agent that where not answered.
Outgoing Calls: Number of calls made from the agent extension.
Ready Time: Total Time, which the agent has been logged on, and ready for handling calls
Routed Calls: Number of calls, from the selected routers offered to the agent.
Total: accumulated time the agent spends on routed calls during the report period.
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9.7. Agent Analysis
This report displays agent information per time segment. The report contains routed call information
but also outgoing and DDI call information.

New Report:. This section explains the selections and actions needed for an Agent Analysis report.

2. Select Agent analysis from the Report type pull down menu.
Time cannot be left out of the report.
Move one or more agents to the Selected Agent window.
23:59.
8. Enter an understandable name for the Agent Analysis report.
9. Select Finish.
Agent Agent name as entered during creation.
Time: Chosen time segment during the report set-up. Note: The
accumulated logon and not ready time equals the total segment time.
Calls offered: Number of routed calls added to the number of DDI calls per time
segment.
Routed calls: All calls routed from the selected router(s) to this agent.
Routed answer: The number of routed calls from all selected routers that are
answered by this agent.
DDI calls: All calls that are not routed via the call flow. Examples are direct calls
from outside to the agent extension, internal calls to the agent
extension or calls routed from the operator to the agent extension.
Outgoing calls: The number of calls made from the agent extension.
Note: all logon, switch ready, switch not ready and logoff requests to
the highest line are counted as outgoing calls (only applicable for
phone based systems). This results in a large number of short
outgoing calls.
Logged on time: Time that the agent is logged on during this time segment.
Idle time: Time that the agent is not handling routed calls, DDI calls and
Outgoing calls during this time segment. After Call work time is
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counted as routed call time.
Not ready time: Time that the agent is switched not ready during this time segment.
Routed call time: Total time the agent spends on all answered routed calls during this
time segment.
DDI call time: Total time the agent spends on answered calls to the agent private
extension.
Outgoing call time: The time the agent spends on calls made from the agent extension.
Agent Analysis
Agent(s): Carl, Iris, Randy, Susan
Time Calls Routed Routed DDI Outgoing Logged Idle Not Routed DDI Outgoing
Offered Calls Answer Calls Calls on Time Ready Call Call Call
Time Time Time Time Time
Carl
14:15 1 1 1 0 1 0:01:43 0:01:35 0:00:00 0:00:04 0:00:00 0:00:04
14:30 1 1 1 0 3 0:15:00 0:14:44 0:00:00 0:00:05 0:00:00 0:00:11
14:45 3 3 3 0 3 0:15:00 0:12:46 0:00:00 0:00:34 0:00:00 0:01:40
15:00 1 1 1 0 3 0:15:00 0:14:25 0:00:00 0:00:04 0:00:00 0:00:31
15:15 1 1 1 0 3 0:15:00 0:14:29 0:12:49 0:00:02 0:00:00 0:00:29
15:30 0 0 0 0 0 0:15:00 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00
15:45 1 1 1 0 0 0:15:00 0:14:58 0:00:56 0:00:02 0:00:00 0:00:00
16:00 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:15 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:30 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:45 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
Iris
14:00 0 0 0 0 0 0:02:07 0:02:07 0:00:00 0:00:00 0:00:00 0:00:00
14:15 3 2 2 1 0 0:15:00 0:14:10 0:00:00 0:00:23 0:00:27 0:00:00
14:30 1 1 1 0 3 0:15:00 0:14:45 0:00:00 0:00:06 0:00:00 0:00:09
14:45 2 1 0 1 1 0:15:00 0:13:54 0:00:00 0:00:00 0:01:03 0:00:03
15:00 1 1 1 0 1 0:15:00 0:14:58 0:00:00 0:00:01 0:00:00 0:00:01
15:15 4 3 3 1 0 0:15:00 0:13:52 0:04:32 0:00:15 0:00:53 0:00:00
15:30 7 7 7 0 0 0:15:00 0:13:54 0:04:15 0:01:06 0:00:00 0:00:00
15:45 1 1 0 0 0 0:15:00 0:15:00 0:00:10 0:00:00 0:00:00 0:00:00
16:00 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:15 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:30 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:45 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
Randy
15:45 3 3 3 0 0 0:13:43 0:13:37 0:00:00 0:00:06 0:00:00 0:00:00
16:00 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:15 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:30 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:45 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
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Time Calls Routed Routed DDI Outgoing Logged Idle Not Routed DDI Outgoing
Offered Calls Answer Calls Calls on Time Ready Call Call Call
Time Time Time Time Time
Susan
13:45 0 0 0 0 0 0:05:57 0:05:57 0:00:00 0:00:00 0:00:00 0:00:00
14:00 4 3 3 1 0 0:15:00 0:14:07 0:00:00 0:00:31 0:00:22 0:00:00
14:15 3 3 3 0 6 0:10:01 0:07:41 0:00:00 0:00:24 0:00:00 0:01:56
14:30 1 1 1 0 5 0:15:00 0:14:02 0:00:00 0:00:02 0:00:00 0:00:56
14:45 2 2 3 0 6 0:15:00 0:12:45 0:00:00 0:00:51 0:00:00 0:01:24
15:00 1 0 0 1 2 0:15:00 0:14:40 0:14:37 0:00:00 0:00:18 0:00:02
15:15 0 0 0 0 5 0:15:00 0:13:37 0:06:57 0:00:00 0:00:00 0:01:23
15:30 0 0 0 0 0 0:00:32 0:00:32 0:00:00 0:00:00 0:00:00 0:00:00
15:45 0 0 0 0 0 0:13:40 0:13:40 0:00:00 0:00:00 0:00:00 0:00:00
16:00 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:15 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:30 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
16:45 0 0 0 0 0 0:15:00 0:15:00 0:00:00 0:00:00 0:00:00 0:00:00
Total 41 36 35 5 42 9:17:43 9:01:15 0:59:16 0:04:36 0:03:03 0:08:49
Calls Offered: Number of routed calls added with the number of DDI calls per time segment.
DDI Call Time: Total time the agent spends on answered calls to the agent private extension.
DDI Calls: All calls that are not routed via the call flow, direct calls to the agents extensions.
Idle Time: Duration the agent is not handling routed calls, DDI calls and outgoing calls during this time segment.(Idle
time includes ringing)
Logged On Time: Duration logged on during time segment for the agent(s).
Not Ready Time: Duration the agent is switched not ready during this time segment.
Outgoing Call Time: Time the agent spends on calls made from the agent extension.
Outgoing Calls: Number of calls made from the agents extensions
Routed Answer: Number of routed calls from all selected routers, answered by the selected agents..
Routed Call Time: Total time the agent spends on all answered routed calls during this time segment.
Routed Calls: All calls routed to this agent from all selected routers.
Time: Time segment calls are listed per segment. Time segment is adjustable.
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9.8. Abandoned Calls
This report displays information about the number of abandoned calls, callback requests and aborted
calls. Also is displayed the time the customer performed that action.
The report is displayed as a table. The vertical line represents the number of abandoned calls, callback
requests and aborted calls. This line has no fixed value but the values will change when more calls
ended on abandoned, callback request or aborted. Report is generated per router. The report only
lists the abandoned calls during the router module period.

New Report: 8.3.1To Define a New Report:. This section explains the selections and actions needed for
an Abandoned Calls report.

2. Select Abandoned Calls from the Report type pull down menu.
After and Router cannot be left out of the report.
Move one or more routers to the Selected Router window.
7. Enter an understandable name for the Abandoned Calls report.
8. If the report must be scheduled mark the Schedule Report check box and enter the required
9. Select Finish.
After: Time the abandoned call, callback request or aborted call occurs. Time
counter starts from the moment the call is offered to the router.
Abandoned calls: Number of times a caller disconnects while being queued.
Callback requests: Number of callback requests made for this router.
Aborted calls: Number of calls offered to this router that were aborted via an option menu.
Total: Accumulated values for the whole report period.
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Abandoned Calls
For Router(s): Holiday Arrangements

After Abandoned Calls Aborted Calls Callback Requests
00:08 1 0 0
00:13 1 0 0
00:21 1 0 0
00:35 0 0 2
Total 3 0 2
Abandoned Calls: Number of times the caller disconnects while being queued.
Aborted: Number of calls offered to this router that were aborted via an option menu.
After: Time the abandoned call, callback request or aborted call occurs.
Callback Requests: Number of callback requests made for this router.
Router: The name(s) of routers used to collect data for this report.
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9.9. Router Skills
This report lists information concerning the skill request for the selected router.

New Report:. This section explains the selections and actions needed for a Router Skills report.

2. Select Router Skills from the Report type pull down menu.
Router and Skills Requested cannot be left out of the report.
Move one or more routers to the Selected Router window.
7. Enter an understandable name for the Router Skills report.
interval and the moment the report must be created the first time.
8. Select Finish.
Skills requested: The skill description as created in the skill module is displayed.
Note: It is possible that information is displayed like helpdesk & sales. This
indicates that the call was routed with two skills: "helpdesk" and "sales". If
helpdesk & is displayed, the call was routed based on skill helpdesk only.
If No skills is displayed, calls were offered without any skills.
Calls offered: Number of calls offered to the router, listed per skill.
Queue full: The number of calls rejected or re-routed because of queue full situation.
It is possible that ready agents were available but these agents are not
equipped with matching skills.
switched not ready or all agents with matching skills were switched not
ready).
Answered: Number of calls offered to this router, that are answered by agents with
matching skill.
Response time: Time the caller spends on the router before an agent answered the call.
Note: The abandoned time is the time the caller spends on the router
including agent alerting time. Listed in minimum, average and maximum.
Format MM:SS.
Call back: Number of callback requests made for this router.
Abort: Number of calls offered to this router, that were aborted via an option menu.
Queue time out: Number of calls rerouted or rejected because of queue time out.
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Service level: Suppose a service level of 30 seconds is entered for a router. When all calls
are answered within 30 seconds, the router service level is 100%. When 50
calls are offered and only 25 are handled within 30 seconds, a service level of
50% is listed.
Note: Abandoned calls are also counted to calculate the service level. The
time the system uses to calculate the service level is the time the caller
spends on the router including agent alerting time.
Note: The service level in the Router skill analysis report is calculated per skill
request.
Same information as described above for all router calls and time
Total: information.
Call information is accumulated. Response time is listed in min (shortest),
average and max (longest) for all skills.
Service level is listed as an average for all skills.
Router Skills
For: Router: Travel Ruide
Skills Requested Calls Queue No Aband. Answered Response Time Call Abort Queue Service
Offered Full Agent Min Avg Max Back Time Out Level
DE 6 0 4 0 2 00:05 00:11 00:17 0 0 0 17%

FR 2 0 1 0 1 00:06 00:06 00:06 0 0 0 0%
NL 2 0 0 0 2 00:10 00:12 00:14 0 0 0 0%
No Skills 1 0 0 0 1 00:03 00:03 00:03 0 0 0 100%
UK 4 0 0 0 4 00:04 00:07 00:09 0 0 0 25%
Total 15 0 5 0 10 00:03 00:08 00:17 0 0 0 28%

Aborted: Number of calls offered on skill(s) that were aborted via an option menu.
Answered: Number of routed calls answered by agents with matching skill.
Call Back: Number of callback requests made per skill(s)
Calls Offered: Number of calls offered to the router, listed per skill
No Agent: Number of calls rejected or re-routed because of no ready agents.
Queue Full: Number of calls rejected or re-routed because of queue full situation.
Queue Time Out: Number of calls rerouted or rejected because of queue time out.
Response Time: Time the caller spends on the router before an agent answered the call.
Router: Name(s) of routers used in report.
Service Level: the percentage of offered calls answered within the pre-defined service time limit
Skills Requested: Name of the skill(s) as entered in the skill module
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9.10. Call Types
This report displays the number of times agents entered a Call Type.
Note: Call Types are assigned to agents and not to calls. The last part of the report list the total
number of entered call types per call type during the report period.

New Report:. This section explains the selections and actions needed for a Call Types report.

2. Select Call Types from the Report type pull down menu.
3. Select grouped if the entered call types must be listed per agent.
4. The report can be generated for one or more call types.
Select the call types that should be listed in the report.
Select the agents that should be listed in the report.
8. Enter an understandable name for the Call type report.
9. Select Finish.
Agent: Agent name as entered during creation.
Call type: The description of the call type item as created when defining call types.
Frequency: The number of times the agent entered the call types item during the report period.
96
Call Types
For: Agent: Carl, Iris, Randy, Susan
Call Type: Booking, Emergency, Flight info, Holiday, travel Guide
Agent Call Type Frequency
Carl
travel Guide 1
Emergency 1
Booking 1
Iris
Flight info 2
Emergency 1
Booking 3
Susan
Holiday 1
Flight info 1

Call Type: The description of the call type as entered during the creation of the call type item.
Frequency: Number of times the agent entered the call type item during the report period.
97
9.11. Not Ready Reasons (Enhanced)
This report displays the date and time, agents switch to the not ready state with a pre-defined not
ready reason. The last part of the report lists the total number of entered not ready reasons per not
ready reason during the report period.
The Not Ready Reasons Enhanced report also shows the Total Not Ready Time.

New Report:. This section explains the selections and actions needed for a Not Ready Reasons report.

2. Select Not Ready Reason from the Report type pull down menu.
Select the agents that should be listed in the report.
6. Enter an understandable name for the Not Ready Reason report.
7. Select Finish.
Agent: Agent name as entered during creation.
Not ready reason: The selected not ready reason when the agent switched not ready.
Frequency: Number of times the agent entered the not ready reason item during the
report period.
Duration: Total duration for this not ready reason.
Total Not Ready Time: The Not Ready Reasons Enhanced report also shows the total time spent
in the Not Ready state, per agent.
98
Not Ready Reason

For: Agent: Carl, Iris, Randy, Susan
Agent Not Ready Reason Frequency Duration
Carl
Supervisor Action 1 0:28:45
Iris
Personal affairs 1 0:00:01
Lunch 1 0:00:01
Forced Not Ready 1 0:00:10
Coffee break 1 0:00:02
1 0:04:11
Susan
Forwarding to 1030 1 0:18:50

Duration: Total duration for this not ready reason
Frequency: Number of times the agent entered the not ready reason item during the report period.
Not Ready Reason: The description of the not ready reason as entered during the creation of the not ready reason
99
9.12. Outbound Services
This report displays information concerning outbound services.

New Report:. This section explains the selections and actions needed for an Outbound Services
report.

2. Select Outbound Services from the Report type pull down menu.
Outbound Service and Service Started cannot be left out of the report.
4. The report can be generated for one or more Outbound Services.
Move one or more Outbound Services to the Selected Outbound Services window.
7. Enter an understandable name for the Outbound Services report.
8. Select Finish.
Outbound service: Name of the outbound service as defined in the Outbound Service module.
Time: The time the outbound Service was started by supervisor or administrator In
the format DD-month-yy hh:mm:ss. When an outbound services is stopped
and started again the last start time is displayed.
Number of outbound calls started, listed per service. This is the accumulation
Calls started: of no answer, busy, error and successful.
The number of calls starters may be higher than the number of contact
loaded for the outbound service. One contact may be activated more than
once because an attempt was not successful. Every attempt is listed as one
call in the report.
No answer: Number of times the calls ended on a no answer. No answer can be the
contact but may also be a no answer created by the agent.
Busy: Number of times the calls ended on a busy extension.
Error: Number of times the calls ended on an error situation (E.g. non-existing
number).
Successful: Number of successful outbound calls.
100
Outbound Services
For: Outbound Services: Queue callback Holiday Arrangements
Outbound Service Service Started Calls No Answer Busy Error Successful

Started
Queue callback Holiday 19-mei-05 15:29:08 3 0 1 0 2
Busy: Number of times the call ended on a busy extension.

Calls Started: Number of outbound calls started, listed per service.
Error: Number of times the call ended on an error situation.
No Answer: Number of times the call ended on a no answer.
Outbound Service: Name of the outbound services as defined in the Outbound Service module.
Service Started: Time the outbound Service was started by supervisor or administrator
101
9.13. Outbound Service Analysis
This report displays information concerning outbound services. The same information is displayed as
can be found in the outbound Services report. Difference is the way the information is displayed. In
the Outbound service Analysis report, the information is displayed in time segments and not listed
per outbound service as in the outbound services analysis report. In the Outbound Services Analysis
report one or more Outbound Services are listed.

New Report:. This section explains the selections and actions needed for an Outbound Service
Analysis report.

2. Select Outbound Services Analysis from the Report type pull down menu.
Calls Started, Outbound Service and Time cannot be left out of the report.
4. The report can be generated for one or more Outbound Services.
Move one or more Outbound Services to the Selected Outbound Services window.
23:59.
8. Enter an understandable name for the Outbound Services Analysis report.
9. Select Finish.
Outbound service(s): Name(s) of the outbound service as defined in the Outbound Service
module.
Service started: The time the outbound Service was started by supervisor or administrator
In the format DD-month-yy h:mm:ss
Calls started: Number of outbound calls started, listed per service. Number Calls is the
accumulation of no answer, busy, error and ok.
Busy: Number of times the calls ended on a busy extension.
No answer: Number of times the calls ended on a no answer.
Error: Number of times the calls ended on an error situation (E.g. non-existing
number).
Total: All values accumulated for the whole report period, listed per Outbound
service.
102
Outbound Services Analysis

For: Outbound Services: Queue callback Holiday Arrangements, Rerouting messagebox 1002
Time Calls Busy No Answer Error Successful

Started
09:00 0 0 0 0 0
09:15 0 0 0 0 0
09:30 0 0 0 0 0
09:45 0 0 0 0 0
10:00 0 0 0 0 0
10:15 0 0 0 0 0
10:30 0 0 0 0 0
10:45 0 0 0 0 0
11:00 0 0 0 0 0
11:15 0 0 0 0 0
11:30 0 0 0 0 0
11:45 0 0 0 0 0
12:00 0 0 0 0 0
12:15 0 0 0 0 0
12:30 0 0 0 0 0
12:45 0 0 0 0 0
13:00 0 0 0 0 0
13:15 0 0 0 0 0
13:30 0 0 0 0 0
13:45 0 0 0 0 0
14:00 0 0 0 0 0
14:15 0 0 0 0 0
14:30 0 0 0 0 0
14:45 3 0 0 0 3
15:00 0 0 0 0 0
15:15 2 1 0 0 1
15:30 1 0 0 0 1
15:45 0 0 0 0 0
16:00 0 0 0 0 0
16:15 0 0 0 0 0
16:30 0 0 0 0 0
16:45 0 0 0 0 0
Total 6 1 0 0 5
Busy: Number of times the call ended on a busy extension.

Calls Started: Number of outbound calls started, listed per service.
Error: Number of times the call ended on an error situation.
No Answer: Number of times the call ended on a no answer.
Outbound Service: Name of the outbound services as defined in the Outbound Service module.
Time: Time segment, all calls are listed per segment.
103
9.14. E-mail Services
This report lists information concerning E-mail activity within the scope of the BCT contact center
part. The report shows all inbound E-mail activity for the entire contact center. The report can be
generated per E-mail subject created in the E-mail module.

New Report:. This section explains the selections and actions needed for an E-mail Services report.

2. Select E-mail Services from the Report type pull down menu.
3. The report can be generated for one or more E-mail Services.
Move one or more E-mail Services to the "E-mail Services" window.
6. Enter an understandable name for the E-mail Services report.
7. Select Finish.
Mail service: Name of the Mail Service as entered during the creation in the E-Mail
module.
Received: Total number of E-mails, received by this mailbox.
Waiting for distribution: Total number of E-mail received by the mailbox, which are not
distributed to agents.
Diverted to supervisor: Number of E-mails diverted to the supervisor mail address because
no matching rule was found.
Forwarded to agents: Number of E-mails, forwarded to agents.
Not answered: Number of E-mails, which were distributed to agents but not replied
by agents within the maximum reply time, as specified during the
creation of the mailbox.
Answered: Number of E-mails, received by the mailbox, which are replied by

agents or supervisor.
Average answer duration: Average reply time for all E-mails replied by agents and supervisor.
Total: All values accumulated for all listed Mail Services. The Answered Time
is the average for all listed Mail Services.
104
Email Services
For: Email Service: info
Email Service Received Waiting for Diverted to Forward to not Answered Average Answer
Distribution Supervisor agents answered duration
info 6 0 0 6 0 6 02:51
Total 6 0 0 6 0 6 02:51
Answered: Number of Emails received by the mailbox, which are replied by agents or supervisor
Average answer duration: Average reply time for all emails replied by agents and supervisors
Diverted to supervisor: Number of Emails diverted to the supervisor mail address because no matching rule
Forwarded to agents: Number of Emails forwarded to agents
Not Answered: Number of Emails, distributed to agents but not answered within the maximum reply time
Received: Total number of Emails received by this mailbox
Service: Name of the Email service as entered during the creation in the Email module
Waiting for distribution: Total number of of Emails received by this mailbox which are not distributed to agents
105
9.15. Agent E-mail Performance
This report list information concerning E-mail activity related to agents

New Report:. This section explains the selections and actions needed for an Agent E-mail
Performance report.

2. Select Agent Email Performance from the Report type pull down menu.
5. Enter an understandable name for the Agent E-mail Performance report.
6. Select Finish.
During the creation of the report you can select one or more agents by moving them from the all
agents window to the agent in report window. After the required agents are selected you can
select one or more Mail Services. Drag one or more Mail Services from Mail Services to Mail
Services in report.
Agent: Name of the agent as entered during creation.
Received: Number of E-mails received by this agent.
Not answered: Number of E-mails received by the agent but not answered within the
specified reply time and therefore diverted to the supervisor or other
specified E-mail address.
Reply time expired: Number of E-mails which are received by the agent but not answered
within the specified reply time but still waiting to be answered
because no diversion Mail address is specified.
Within reply time: Number of E-mails, which are received by the agent and answered
within the specified reply time.
Average answer duration: Average time the agent replied the routed E-mail for this Mail service.
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Agent Email Performance

For: Agent: Iris
Email Service: info
Generated: Email Service: info Site Name: Active Leisure Holidays - London
Agent Received Not Answered Answered Average answer

Reply time Within Reply duration
expired Time
Iris 6 0 0 6 02:51

Answered: Number of Emails answered by the agent during the reporting period
Average answer duration: Average reply time listed per agent
Not Answered: Number of Emails not answered during the reporting period
Received: Total number of Emails received by the agent during the report period
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9.16. Identification Groups
The Identification Groups report lists all know callers for the selected Identification modules.

New Report:. This section explains the selections and actions needed for an Identification Services
report.

2. Select Identification Groups from the Report type pull down menu.
Description, Service and Frequency cannot be left out of the report.
4. The report can be generated for one or more Identification Groups.
Move one or more Identification Groups to the Selected Identification Groups window.
7. Enter an understandable name for the Identification Groups report.
8. Select Finish.
Name: Name of the caller as entered in the Identification module.
Description: Description as entered in the Identification module.
Frequency: Number of times the caller was identified during the report period.
108
Identification Groups
For: Identification Group: Travel guide ID Check
Identification Group: Travel Guide ID Check
Name Description Frequency
Tania Tito CEO Holiday Tours 1

Sonia Molinero Sales Travel Shop 4
Pedro Matos VP Adventures 1
Jose Bautista ANWB Travel Service 1
Description: Description as entered in the Identification module.

Frequency: Number of times the caller was identified during the report period.
Name: Name of the Caller as entered in the Identification module.
Service: Name of the Identification Service as created in the Identification module.
109
9.17. Event Log
The Event Log report lists all kind of event information. This information is related to agents or
routers. Examples are:
- Status changes of agents;

- Forced not ready status on agents;
- No available agents found on requested skills.

New Report:. This section explains the selections and actions needed for an Event Log report.

2. Select Event Log from the Report type pull down menu.
5. Enter an understandable name for the Event Log report.
6. Select Finish.
Date and time: The moment the event occurs.
Event: Short explanation about the event; e.g. Agent 1100 switched Ready
110
Event Log
Report period: 20-5-2005-20-5-2005 Site Name: Active Leisure Holidays - London
Generated: 1-6-2005 16:08:42 Username: Administrator
Date/time Event
20-5-2005 14:12:53 TPA Agent iris logged on

20-5-2005 14:12:53 Agent Iris logged on
20-5-2005 14:16:24 Agent Susan logged off
20-5-2005 14:21:23 Agent Susan logged on
20-5-2005 14:28:17 Agent Carl logged on
20-5-2005 14:51:45 No available agent found for Travel Ruide
20-5-2005 15:00:23 Agent Susan switched NotReady
20-5-2005 15:17:11 Agent Carl switched NotReady
20-5-2005 15:17:16 Agent Iris switched NotReady
20-5-2005 15:17:42 No available agent found for Holiday Arrangements
20-5-2005 15:18:02 No available agent found for Fl. inf & Booking
20-5-2005 15:18:04 No available agent found for Holiday Arrangements
20-5-2005 15:18:49 Agent Iris switched Ready
20-5-2005 15:19:13 Agent Susan switched Ready
20-5-2005 15:21:07 Agent Susan switched NotReady
20-5-2005 15:23:51 Agent Susan switched Ready
20-5-2005 15:30:32 Agent Susan logged off
20-5-2005 15:45:56 Agent Carl switched Ready
20-5-2005 15:46:17 Agent Randy logged on
20-5-2005 15:46:17 Phonebased Agent Randy logged on
20-5-2005 15:46:20 Agent Susan logged on
20-5-2005 15:46:21 Phonebased Agent Susan logged on
20-5-2005 15:54:43 Agent Iris: status forced to NotReady
Date and Time: The moment the event occurs.

Event: A short explanation about the event.
111
9.18. System Prompts
The System Prompt Report lists all system prompts. All system prompts are listed, used as well as not
used in a call flow.

New Report:. This section explains the selections and actions needed for a System Prompt report.

2. Select System Prompts from the Report type pull down menu.
3. Select the required language(s).
5. Number cannot be left out of the report.
7. Enter an understandable name for the System Prompt report.
9. Select Finish.
No selection required for prompt reports.
Number: Unique number to identify the prompt.
Exists: The corresponding WAV-file exists in the prompt-directory (Yes or No)
Language: The language of the Prompts. Per selected language the Prompts are
presented in a list.
Description: Prompt description as entered during the creation of the prompt.
112
System Prompts
Language(s): English (United Kingdom)
Generated : 3/2/2010 11:58:23 AM Site Name: Active Leisure Holidays - London

Username: Administrator
Language : English (United Kingdom)
Directory : C:\Program Files\NEC\UCS-Module\Prompts\System\English (United Kingdom)\
Number Exists Description
0 Yes 0
1 Yes 1
2 Yes 2
3 Yes 3
4 Yes 4
5 Yes 5
6 Yes 6
7 Yes 7
8 Yes 8
9 Yes 9
10 Yes 10
11 Yes 11
12 Yes 12
13 Yes 13
14 Yes 14
15 Yes 15
16 Yes 16
17 Yes 17
18 Yes 18
19 Yes 19
20 Yes 20
21 Yes 30
22 Yes 40
23 Yes 50
24 Yes 60
25 Yes 70
26 Yes 80
27 Yes 90
28 Yes 100
29 Yes 200
30 Yes 300
31 Yes 400
32 Yes 500
33 Yes 600
34 Yes 700
35 Yes 800
36 Yes 900
37 Yes thousand
113
38 Yes million
39 Yes no
40 Yes pounds
41 Yes cents
42 Yes negative
43 Yes negative
44 Yes and
45 Yes point
46 Yes billion
47 Yes first
48 Yes second
49 Yes third
50 Yes fourth
51 Yes fifth
52 Yes sixth
53 Yes seventh
54 Yes eighth
55 Yes ninth
56 Yes tenth
57 Yes eleventh
58 Yes twelfth
59 Yes thirteenth
60 Yes fourteenth
61 Yes fifteenth
62 Yes sixteenth
63 Yes seventeenth
64 Yes eighteenth
65 Yes nineteenth
66 Yes twentieth
67 Yes twenty-first
68 Yes twenty-second
69 Yes twenty-third
70 Yes twenty-fourth
71 Yes twenty-fifth
72 Yes twenty-sixth
73 Yes twenty-seventh
74 Yes twenty-eighth
75 Yes twenty-ninth
76 Yes thirtieth
77 Yes thirty-first
78 Yes January
79 Yes February
80 Yes March
81 Yes April
82 Yes May
83 Yes June
84 Yes July
85 Yes August
86 Yes September
87 Yes October
88 Yes November
114
89 Yes December
90 Yes Sunday
91 Yes Monday
92 Yes Tuesday
93 Yes Wednesday
94 Yes Thursday
95 Yes Friday
96 Yes Saturday
97 Yes AM
98 Yes PM
100 Yes A
101 Yes B
102 Yes C
103 Yes D
104 Yes E
105 Yes F
106 Yes G
107 Yes H
108 Yes I
109 Yes J
110 Yes K
111 Yes L
112 Yes M
113 Yes N
114 Yes O
115 Yes P
116 Yes Q
117 Yes R
118 Yes S
119 Yes T
120 Yes U
121 Yes V
122 Yes W
123 Yes X
124 Yes Y
125 Yes Z
126 Yes Pound
127 Yes Pence
130 Yes I am sorry, you have not made a selection yet. Please try again.
131 Yes I am sorry, you have not made a selection yet. Please try again or you will
be disconnected.
132 Yes I am sorry, I did not recognize your selection. Please try again.
133 Yes I am sorry, I did not recognize your selection. Please try again or you will be
disconnected.
138 Yes of
500 Yes We are sorry to keep you waiting, all our agents are busy, please hold and
your call will be answered as soon as possible.
501 Yes You are first in the queue.
502 Yes You are second in the queue.
503 Yes You are third in the queue.
504 Yes You are fourth in the queue.
115
505 Yes You are fifth in the queue.
506 Yes You are sixth in the queue.
507 Yes You are seventh in the queue.
508 Yes You are eighth in the queue.
509 Yes You are ninth in the queue.
510 Yes There are nine or more callers in front of you.
511 Yes To leave the queue, please press 1 now
519 Yes Sorry, we cannot take your call at present. Please try again later.
520 No Connect beep
529 Yes Please enter your customer id:
530 Yes Please enter your extension number:
531 Yes I am sorry, but the extension number you entered is invalid.
532 Yes Please contact the system administrator.
533 Yes Please enter your PIN code
534 Yes The PIN code you entered is invalid.
535 Yes Please try again.
536 Yes You are logged on.
537 Yes You are logged off.
538 Yes You are switched not-ready.
539 Yes You are switched ready.
540 Yes Thank you. Goodbye.
541 Yes To log-on, select 1.
542 Yes To log-off, select 0.
543 Yes To switch ready, select 1.
544 Yes To switch not-ready, select 2.
545 Yes You have not made a selection yet.
546 Yes I am sorry, I did not recognize your selection. Please try again.
547 Yes I am sorry, there is no free license found.
550 Yes Please start recording after the tone. Press any key to end recording.
551 Yes Your message has been recorded. Thank you for calling. Goodbye.
552 Yes Please enter the mailbox number.
553 Yes Sorry, that mailbox does not exist.
554 Yes Please try again.
555 Yes Please enter the PIN code.
556 Yes The PIN code you entered is invalid
557 Yes There are no new messages.
558 Yes The number of new messages is:
559 Yes This message was recorded at:
560 Yes At:
561 Yes To save, select 1, to delete, select 2, to replay, select 3.
562 Yes The message has been deleted.
563 Yes The message has been saved.
565 Yes From IVR ...
566 Yes To save, select 1, to re-record, select 2, to replay, select 3
567 Yes To change your personal greeting, select 1, otherwise, select 2
568 Yes Your personal greeting is ..
569 Yes Start recording your greeting at the tone. Press any key to end recording.
570 Yes There are no messages.
571 Yes The number of saved messages is ..
572 Yes There are no saved messages.
573 Yes To review, select 1, otherwise, select 2
116
585 Yes There are new prompts defined that have not been recorded yet. Do you
want to record these now? To record now, select 1, to record later, select 2.
586 Yes Prompt number :
587 Yes Thank you. There are no new prompts anymore.
588 Yes Please enter the PIN code.
589 Yes For system-prompts, select 1, for application prompts, select 3.
590 Yes Please enter the prompt number, followed by the hash-key
591 Yes Please start recording after the tone. Press any key to end recording.
592 Yes I am sorry, but the specified directory does not exist.
593 Yes To record, select 1, to play, select 2, to select another prompt, select 3.
594 Yes This prompt does not exist.
595 Yes Please enter the number of the desired language
600 Yes Please enter the telephonenumber for the callback. End with the hash-sign.
601 Yes The telephonenumber you entered is ..
602 Yes If this number is correct, select 1. If the number is not correct, select 2.
700 Yes Please enter your telephone number and end with a hash
701 Yes Please Enter your pincode and end with a hash
702 Yes Sorry you failed too many times to enter a valid identification, You will be
disconnected
703 Yes Sorry the pincode is not correct , To enter your identification press star, or re-
enter your pincode and end with a hash
704 Yes Sorry your account has been disabled, please contact your system
administrator
705 Yes Please enter your message box number and end with a hash
706 Yes You have no messageboxes to access. Please contact your administrator
710 Yes Your message box is exceeding the maximum amount of recording timeand
is blocked for new recordings please delete your messages
711 Yes Your message box has reached the maximum amount of recording
timeplease delete your messages to prevent the message box of being
blocked for new recordings
712 Yes Your message box has almost reached the maximum amount of recording
time please delete your messages if possible
715 Yes You have
716 Yes Urgent
717 Yes New voice
718 Yes Archived
719 Yes Fax
720 Yes Urgent Messages for messagebox
721 Yes Message
722 Yes Messages
723 Yes and
724 Yes on
725 Yes Sorry the recording could not be retreived
726 Yes New
727 Yes Archived Messages for messagebox
728 Yes To delete the message press 1, to keep the message press 2
729 Yes Welcome to messagebox
730 Yes To change your settings press 3
731 Yes To listen to new messages press 1
732 Yes To listen to archived messages press 2
733 Yes To select another message box press 4
734 Yes There is nothing to review
735 Yes Press any key to return to the main menu, otherwise you will be
117
737 Yes Please record the greeting after the tone, end end with a hash
738 Yes To listen to the greeting press 1, To rerecord the greeting press 2, to
continue press hash
739 Yes To change your user settings type 5
740 Yes Please record your name after the tone and end with a hash
750 Yes To repeat this message press 1
751 Yes To Delete this message press 9
752 Yes To Archive this message press 2
753 Yes For the main menu press star
754 Yes To Make a Call to the sender press 8
760 Yes There are no more archived messages to check
761 Yes There are no more new messages to check
762 Yes There are no more Urgent messages to check
765 Yes Message recorded
770 Yes Your internal greeting during office hours is
771 Yes Your default greeting is
772 Yes Your Greeting during the holiday schedule is
773 Yes Your greeting outside office hours is
774 Yes Your temporary greeting is
777 Yes For Transferoptions press 1, For the default greeting press 2, For the internal
greeting press 3, For the notification option press 4, For the previous menu
press #, For the main menu press *
778 Yes Do you want to switch to the standard greetings and transfer options, for yes
type 1 for no type 2, to skip type hash
780 Yes The extension you are trying to reach is not available at this time, you can
leave a messageafter the tone
781 Yes Sorry the destination did not answer
782 Yes If you want to dial another extension please enter the telephone number
and end with a hash
784 Yes To listen to the message press 1, To Rerecord the message press 2, To mark
the recording as urgent press 3, To Delete the message press 9, Any other
key will save the message
787 Yes To listen to the recording press 1, to rerecord press 2 to continue press #
788 Yes To change the temporary settings Press 1,To set-up your officehour schedule
Press 2 , To set-up your non office hour schedule Press 3 , To set-up your
holiday schedule Press 4, to change the active schedule press 5, to change
your ...
789 Yes This completes the basic setup for the mailbox.
790 Yes Welcome to MyMail@Net, To prepare the inbox for operation, your name
and your standard greeting should be recorded.
791 Yes The name of the message box is
792 Yes For operator transfer press 1, For secretary transfer press 2, For internal
transfer press 3, For external transfer press 4, For the previous menu press #,
For the main menu press *
793 Yes Enter the number and end with a hash
794 Yes Do you want to switch to the temporary settings for yes type 1 for no type 2,
to skip type hash
795 Yes This function is not available for this inbox
796 Yes For Transferoptions press 1, For the greeting press 2, For the notification
option press 4, For the previous menu press #, For the main menu press *
797 Yes This function is active
798 Yes This function is not active
799 Yes To change the number press 1, to Activate this function press 2, for the
previous menu press #
118
801 Yes Do you want to activate the operator transfer option for this schedule, for yes
802 Yes Do you want to activate the secretary transfer option for this schedule, for yes
803 Yes The secretary number for all schedules is
804 Yes The internal number for all schedules is
805 Yes Do you want to activate the internal transfer option for this schedule, for yes
806 Yes The external number for all schedules is
807 Yes Do you want to activate the external transfer option for this schedule, for yes
808 Yes The external number used for notification for all schedules is
809 Yes Do you want to activate the external notification for this schedule, for yes
810 Yes Do you want to limit the notification to urgent messages only , for yes type 1
for no type 2, to skip type hash
811 Yes To change the number press 1, to deactivate this function press 2, for the
previous menu press #
812 Yes To change your pincode type 1, To change your default language to
English type 2, To change your default language to Dutch type 3, Any other
key returns to the main menu
813 Yes Sorry the selected language is not available
814 Yes Please Enter your new pincode and end with a hash
815 Yes Your pincode is not changed
816 Yes Your Pincode has been changed
817 Yes Your new pincode is
818 Yes to confirm the new pincode type 1 any other key reverts to the old pincode
819 Yes Your Pin code will be cleared
820 Yes Empty
821 Yes New
822 Yes Archived
823 Yes Urgent
900 Yes To be contacted as soon as possible Press 1, To be contacted later today
Press 2 , To be contacted tomorrow Press 3, Press any other key to return
901 Yes What time today do you want to be called?
902 Yes What time tomorrow do you want to be callled?
903 Yes Enter the hour and end with a hash to cancel, press star
904 Yes You want to be contacted tomorrow at
905 Yes You want to be contacted today at
906 Yes To confirm press 1, to change press 2, to cancel press *
907 Yes Thank you. You will be called at the time you requested
908 Yes Thank you. You will be called as soon as possible
909 Yes You entered the following identification

File exists: Corresponding WAV-file exists in prompt directory (Yes/No).
Language: Language the prompts are in (only selected languages are used in report).
119
9.19. Application Prompts
The Application Prompt Report lists all Application prompts. All Application prompts are listed, used
as well as not used in a call flow.

New Report:. This section explains the selections and actions needed for an Application Prompt
report.

2. Select Application Prompts from the Report type pull down menu.
3. Select the required language(s).
5. Enter an understandable name for the Application Prompt report.
6. Select Finish.
No selection required for prompt reports.
Exists: The corresponding WAV-file exists in the prompt-directory (Yes or No)
Language: The language of the Prompts. Per selected language the Prompts are presented in
a list.
120
Application Prompts
Language(s): Dutch (Netherlands), English (United Kingdom)
Generated : 3/2/2010 11:35:24 AM Site Name: Active Leisure Holidays - London
Language : Dutch (Netherlands)
Prompt directory : C:\Program Files\NEC\UCS-Module\Prompts\Application\Dutch (Netherlands)\

1000 No Welcome at the Active Leisure Holidays Company.

1001 No Our opening hours are Monday to Friday 0700 - 2000 and Saturday 0900 - 1200.
1002 No For holiday arrangement press 1.
1003 No For flight information and booking press 2.
1004 No Is this an emergency call press 3.
1005 No Welcome to the information service. Please record your phone number and
question after the beep and one of our agents will contact you as soon as possible.
Language : English (United Kingdom)

Prompt directory : C:\Program Files\NEC\UCS-Module\Prompts\Application\English (United Kingdom)\
1000 Yes Welcome at the Active Leisure Holidays Company.

1001 Yes Our opening hours are Monday to Friday 0700 - 2000 and Saturday 0900 - 1200.
1002 Yes For holiday arrangement press 1.
1003 Yes For flight information and booking press 2.
1004 Yes Is this an emergency call press 3.
1005 No Welcome to the information service. Please record your phone number and
question after the beep and one of our agents will contact you as soon as possible.

File exists: Corresponding WAV-file exists in prompt directory (Yes/No).
Language: Language the prompts are in (only selected languages are used in report).
Prompt Directory: Directory where the prompts are saved.
121
9.20. Messagebox Resource
The Messagebox Resource Report gives a summary per messagebox.
New Report:. This section explains the selections and actions needed for a Messagebox Resource
report.

2. Select Messagebox Resource from the Report type pull down menu.
3. Select the field that must be included in the report.
Name and Nr cannot be left out of the report.
5. Enter an understandable name for the Messagebox Resource report.
6. Select Finish.
Name: Name of the Messagebox.
Nr: Number of the Messagebox.
Unread Messages: The number of unread messages.
Read Messages: The number of read messages.
Disk use in Kb:: The number of Kbytes in use.
Exceeded: Whether the Messagebox is full (Yes or No)
122
Messagebox Resource Use Report

Voice Mail
Messages Disk Use Exceeded

Name Nr Unread Read in Kb
Flight & Booking 1002 0 0 182488 No

Travel Guide 1003 4 0 224340 Yes
Name: Name of the message box.

Nr: number of the mailbox
Voice mail: Voice Data
123
10. Appendix A - AGENT INFORMATION
This chapter explains how telephone based agents can control their status. And how call types can be
entered via a telephone. The following actions are possible:
Log on to the telephone system at the start of the day

Log off at the end of the day
Ensure that no calls are directed to your phone when you are unavailable. (For example, while you
are on a lunch break, a meeting or performing administrative work.) This function is called setting
yourself 'not ready' to receive calls.
Ensure that once you are available for phone work again, calls are directed to you. This function is
called setting yourself 'ready'.
Record extra information about the call type once the call is completed.
To perform these functions, you will key in commands using your phone keypad. Typically, these
commands consist of a prefix and your Agent PIN (the code you use to login) or a call type ID. For
some commands, you only need to enter a prefix and no information.
If you write the information and the prefixes for your company in the following two tables, you can
provide this information to your agents.
Many organizations use phones with programmable function keys. If these have been set up, you may
not have to enter prefixes.
Command Description Prefix or Additional information

function key you must enter
Login At the start of your day you must
login. Login times can be used to Your PIN
check your presence!
Logout At the end of your day, you must
NONE
logout.
Agent After logging in, you must set yourself
Ready ready in order to receive calls. NONE
Agent not Set yourself not ready when you

Ready need a short break. No calls will be
NONE
directed to you until you set ready
again.
Enter call To mark a call with a call type.
type Mostly performed during after call Call type code
work time.
About After Call Work time:

Your system may allow a certain amount of After Call Work time, following a call. During this time
you are automatically set not ready. This allows you to complete any work related to the call,
before you receive another call. For example to type in a call type or perform some administrative
work. When After Call Work time has expired you are automatically set ready to receive calls. You
can set yourself ready before the allocated After Call Work time has expired, if necessary, by means
of the Ready prefix.
124
Entering Call Type
After a call is ended, you can record some information about the call, using codes that have been set
up. Examples of call types are: Successful sale or Complaint.
Call Type Call Type description

code
125

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1

A publication of NEC Nederland B.V.

Date: March 17, 2011

NEC Nederland B.V.

2011 NEC Nederland B.V.

Typical Supervisor tasks are:

- Monitoring the contact center behavior;

3.5. Creating Messages on your hardware Wallboard .......................................................................20

3.7. Soft wallboards............................................................................................................................27

3.8. Creating Soft Wallboard Presentations .......................................................................................31

3.9. Operational Management ...........................................................................................................35

4. MANAGING AGENTS AND GROUPS ............................................................................ 36

5.3. Email Monitoring .........................................................................................................................49

8.4. Listing Reports .............................................................................................................................70

9. REPORTING EXPLAINED ............................................................................................. 72

9.3. Starter Analysis............................................................................................................................80

9.4. Router Analysis ............................................................................................................................82

9.5. Router Performance Analysis ......................................................................................................85

9.6. Agent Performance .....................................................................................................................87

9.7. Agent Analysis .............................................................................................................................89

9.8. Abandoned Calls..........................................................................................................................92

9.9. Router Skills .................................................................................................................................94

9.10. Call Types.................................................................................................................................96

9.11. Not Ready Reasons (Enhanced) ..............................................................................................98

9.12. Outbound Services ................................................................................................................100

9.13. Outbound Service Analysis ....................................................................................................102

9.14. E-mail Services.......................................................................................................................104

9.15. Agent E-mail Performance ....................................................................................................106

9.16. Identification Groups ............................................................................................................108

9.17. Event Log ...............................................................................................................................110

9.18. System Prompts ....................................................................................................................112

9.19. Application Prompts ..............................................................................................................120

9.20. Messagebox Resource ...........................................................................................................122

10. Appendix A - AGENT INFORMATION ..................................................................... 124

It offers a flexible and user-friendly interface to the users.

2.1. Logon to the Business ConneCT Supervisor

The logon dialog is displayed.

Figure 2-1 Supervisor logon

Figure 2-2 Desktop view

2.2.1. Menu Bar

The menu bar consists of the following menus:

2.2.2. Shortcut Buttons

Figure 2-3 Shortcut view

Floorplans; a real time graphical representation of agents in the working environment.

2.2.3. Explorer View

Figure 2-4 Explorer view

View or hide the Explorer.

View or hide the System Monitor.

Displays the information as large icons.

Displays the information as small icons.

Displays the information as a list.

Displays the properties related to the selected item in a list.

2.2.5. Standard Microsoft Windows Functions

Copy: Make a copy of the item that is currently selected.

Paste: Put the copy you have made in the list.

3.2. Listing Wallboards

Figure 3-1 Wallboard Window

3.3. Starting a hardware Wallboard

The wallboard has been installed and configured correctly;

To shut down (stop) a wallboard

3.4. Hardware Wallboard Terminology

Figure 3-2 Wallboard configuration

3.4.2. Wallboard Pages

A page is the carrier for the lines.