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We are always happy to assist you. Description 1. Contents Objectives………………………………………………………………Page 1 Overview. Page 15 Applying Templates…………. Page 36 Notes………….. As the name suggests, it is a real time management system for measuring how calls are being handled in your contact centre.

It has the capability to deliver a wide and varied group of statistics that help you to monitor how you are progressing. As a supervisor or team leader you will be able to see whether your team members are logged in to take calls or engaged in other tasks.

Therefore, you will have access to a vast array of statistics, allowing you to be more proactive in the management of your contact centre. Choosing this option will allow you to create a new workspace view. Choosing this option will allow you to select from a list of existing templates. This icon when selected will give you the option to save an existing workspace that is currently on the screen.

These three icons allow you to select which views you wish to see in the workspace: Tree Views, Table Views and Graph Views. You can choose all three, or only one. They will be greyed out until a workspace has been opened, at which time they will become active. The Settings icon will allow you to view existing configuration settings - most of which will not need to be changed. This is your help icon. Objects An object is an item that you wish to monitor.

Once these objects are selected, they will appear in the top left-hand view pane of the workspace. You can then apply templates to whichever of these objects you wish. Workspaces When you choose a set of objects to be monitored, you then create what is known as a Workspace. Thus views are another word for real time report. Templates You can choose what statistics you want to use and how you want them displayed graphs, pie charts, etc by creating a template.

This template can then be applied to a selected group of objects in the workspace. Thus by putting objects and templates together in this way, you produce a view.

The advantage of separating objects and templates is that you can use the same templates many times over by applying them to different objects. You can hide or show these views by using the appropriate view buttons from the Toolbar. The Tree View will also allow you to rename these views.

This will allow you to type over it with the new name you have chosen. Now the view name will change on the Tab at the bottom of the workspace. At the bottom of the template window View Tabs will appear allowing you to swap between workspace views. Creating a New Workspace There may be times when you decide that the objects available to you on your workspace view are not appropriate for your needs.

If this is the case you will need to create a new workspace and select the appropriate objects. Expand out the various components for selection and make sure that any objects that you require are ticked: The most important components are usually Agents under Persons and Queues and Virtual Queues under switches.

Once again, you will need to expand out and tick the required components from the following screen. The system will remember the previous setup and will already have a large number of required objects selected.

You will need to check that they include the ones you want. Your workspace screen will now load up the objects that you have selected to view, and your screen will appear similar to the one below: You will now need to apply a template the objects to create a workspace view. If no templates already exist, you will be required to create them. Creating New Templates Before you can view a workspace, you will need to decide what statistics you would like to view, and what objects you like to monitor.

A template allows you to choose this information. You will now be presented with the Template Wizard Window, which will appear as follows: Firstly you will need to select from the list of available objects — allowing you to choose what group your template should be applied to.

Next, choose an available template OR you may opt to Create a new template. By naming a particular group of statistics, you can then reapply the same group of statistics to a different object selection when setting up another template in the future. If you are also intending to create historical views from this template you will also need to create Historical associations within the Template Definition dialog box.

Your screen will appear like this: Select the drop-down menu to the right of the statistic field. You will now have a list of relevant statistics. To select an object, use your left mouse button to click and highlight the chosen object. Alternatively, if you would like to select them all, select the first, hold down the Shift key and select the last. Once you are satisfied with your selection, you then need to right mouse click on the highlighted selection. This will produce a second workspace view as shown below — you will notice that there is a new tab at the bottom of the screen.

The tabs will allow you to switch between the views that you require. Only one object at a time can be monitored in detail. Select the Object to be monitored. Right mouse click on the selection and a drop down menu will appear.

Select Monitor Extended Current Status. Select the Object you require Selected object is monitored here The first arrow above shows where you would select an object. The second arrow shows where the chosen object is monitored. In order to view historical details, you will need to follow these steps: 1. The templates available depend upon what statistical information is required by your organization. You will now have the opportunity to select the time intervals that you require.

The default setting allows you to view Daily intervals for the last week, but if you require different time parameters you may select them here. The historical view that you have created will now appear. On occasion, you may see the following message, which indicates that no historical data was found pertaining to the object that you selected for the time interval you specified.

To see data consider widening or changing the specified time interval at the Time Intervals dialog box. Thresholds and Actions Thresholds allow you to place a limit on a statistic, so that a signal or action will be triggered when the limit is exceeded.

For example, you might wish to be notified when a particular time limit has been exceeded. This colour change would be the action associated with the threshold that we have determined. There are three steps involved in creating and applying a threshold and the associated action: 1.

Create a Threshold using the Threshold Wizard 2. Create an Action using the Action Wizard 3. ABN 71 Similar documents.


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