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3rd Edition (December 30, 2002)
© Copyright 2002 EADS TELECOM North America. All rights reserved.
Information in this manual is subject to change with product revisions. Technical
Publications will incorporate such changes into new editions of the publications. EADS
TELECOM North America may add features or enhancements to the product(s) and/or
program(s) described in this manual at any time. EADS TELECOM North America
Technical Publications freezes the information in this manual based on the software and
hardware releases on which the information in the manual is based and will not include
updates until the next release.
The application described in this manual is furnished under a license agreement and may
be used or copied only in accordance with the terms of the agreement.
Contact Information
Address any reader comments to:
EADS TELECOM North America
Technical Publications Manager, M/S 5A
Liberty Plaza II
5057 Keller Springs Road
Addison, TX 75001
You may also send email to [email protected].
What to Expect when Contacting Company
Technical Publications will email responses to customers within seven business days of
the contact. Note that product support is not available through this email address. For
product support, contact the EADS TELECOM North America Technical Service Center
(TSC) at 1-800-729-1872. EADS TELECOM North America may use or distribute
review comments and information without incurring obligation.
Trademarks and Acknowledgements
Centergy is a registered trademark of EADS TELECOM North America.
This document identifies all other products or services mentioned herein by the
trademarks, service marks, or product names designated by the companies that market
those products. The companies producing these trademarks and registered trademarks
control ownership of them. Make all inquiries concerning such trademarks directly to
those companies.
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Revision History
The following represents the revision history of this document:
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Revision No.
Date
POC
Description
01.03
12.30.2002
Technical
Publications
Re-brands current version of
publication to change Intecom
references to EADS TELECOM North
America
01.02
05.24.2002
Technical
Publications
Final release to support Centergy 1.3
01.01
06.30.2001
Technical
Publications
Final release to support Centergy 1.2
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Table of Contents
About This Document ......................................................................................................... xvii
Introduction to this Publication....................................................................................... xvii
Audience ......................................................................................................................... xvii
Organization.................................................................................................................... xvii
References......................................................................................................................xviii
Chapter 1.................................................................................................................................. 1
Centergy ................................................................................................................................... 1
Overview of Centergy......................................................................................................... 1
Centergy Features ............................................................................................................... 1
Centergy Users.................................................................................................................... 2
Centergy Terminology........................................................................................................ 3
Supervisor Functions .......................................................................................................... 5
Log On ................................................................................................................................ 6
Logging on to a Centergy Network Management Server ................................................... 7
Log on to a CNMS for the First Time .......................................................................... 7
Log on to a CNMS ....................................................................................................... 7
Logging off of a Centergy Network Management Server .................................................. 8
Methods........................................................................................................................ 8
Logging off with the Close Button (X) ........................................................................ 8
Logging Off with Exit .................................................................................................. 8
Logging Off with a Menu Command ........................................................................... 9
Select Active Call Center.................................................................................................... 9
Selecting the Active Call Center......................................................................................... 9
Initial Conditions.......................................................................................................... 9
Select the Active Call Center ..................................................................................... 10
Centergy Desktop ............................................................................................................. 10
Title Bar ............................................................................................................................ 11
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Menu Bar .......................................................................................................................... 11
File Menu.......................................................................................................................... 11
Manage Menu ................................................................................................................... 12
Tools Menu....................................................................................................................... 13
Window Menu .................................................................................................................. 14
Help Menu ........................................................................................................................ 14
Toolbar.............................................................................................................................. 15
Workspace ........................................................................................................................ 16
Workspace Status Bar....................................................................................................... 17
Saving the Workspace ...................................................................................................... 17
Initial Conditions........................................................................................................ 17
Save the Workspace ................................................................................................... 17
Change User Password ..................................................................................................... 18
Changing a User Password ............................................................................................... 18
User Preferences ............................................................................................................... 18
Preference Options............................................................................................................ 19
Editing User Preferences................................................................................................... 20
Warning Message....................................................................................................... 21
Chapter 2................................................................................................................................ 23
Schedules and Shifts.............................................................................................................. 23
Overview of Schedules and Shifts .................................................................................... 23
Schedules .......................................................................................................................... 23
Four Actions............................................................................................................... 23
Default Schedule ........................................................................................................ 23
Shifts ................................................................................................................................. 23
Schedules .......................................................................................................................... 23
Schedule Properties........................................................................................................... 24
Standard Options............................................................................................................... 25
Other Options.................................................................................................................... 25
Creating a Schedule .......................................................................................................... 25
Editing a Schedule ............................................................................................................ 26
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Viewing Schedule Settings ............................................................................................... 27
Deleting a Schedule .......................................................................................................... 27
Attach an Action to a Schedule......................................................................................... 27
Attaching an Action to a Schedule.................................................................................... 28
Initial Conditions........................................................................................................ 28
Schedule a Report from the Reports Dialog Box ....................................................... 28
Schedule an Agent Move from the Agent Manager Dialog Box ............................... 29
Schedule Quality Monitoring from the Display Session Dialog Box ........................ 30
Removing an Action from a Schedule .............................................................................. 31
Shifts ................................................................................................................................. 32
Shift Properties ................................................................................................................. 32
Creating a Shift ................................................................................................................. 33
Editing a Shift ................................................................................................................... 33
Viewing Shift Settings ...................................................................................................... 34
Deleting a Shift ................................................................................................................. 34
Chapter 3................................................................................................................................ 35
Folders and Sub-folders........................................................................................................ 35
Overview of Folders and Sub-folders ............................................................................... 35
Folder and Sub-folder Organization ................................................................................. 35
Folder and Sub-folder Types ............................................................................................ 35
Sub-folder Classes ............................................................................................................ 35
Individual Folders ............................................................................................................. 36
Resource Icons.................................................................................................................. 36
Object Icons ...................................................................................................................... 37
Create a New Folder ......................................................................................................... 37
Creating a Folder .............................................................................................................. 37
Edit a Folder...................................................................................................................... 38
Editing a Folder ................................................................................................................ 38
Copy Folder to a New Folder............................................................................................ 39
Duplicating a Folder ......................................................................................................... 39
Deleting a Folder .............................................................................................................. 40
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Sub-folders........................................................................................................................ 41
Inclusion of Archived Switch Data in Sub-folders ........................................................... 41
Creating a Sub-folder........................................................................................................ 42
Initial Conditions........................................................................................................ 42
Create a Sub-folder..................................................................................................... 42
Editing a Sub-folder.......................................................................................................... 43
Copy Sub-folder to a New Sub-folder .............................................................................. 44
Duplicating a Sub-folder................................................................................................... 44
Deleting a Sub-folder........................................................................................................ 45
Chapter 4................................................................................................................................ 47
Reports ................................................................................................................................... 47
Overview of Reporting with Centergy.............................................................................. 47
Report Profiles .................................................................................................................. 47
Report Types..................................................................................................................... 48
Report Styles and Terms................................................................................................... 48
Report Styles..................................................................................................................... 48
Report Terminology.......................................................................................................... 48
Individual Reports............................................................................................................. 49
Enabled Report Profiles .................................................................................................... 49
Disabled Report Profiles................................................................................................... 50
General Report Properties................................................................................................. 50
Report Options.................................................................................................................. 51
Report Printing Options.............................................................................................. 51
Post-Processing Options............................................................................................. 51
Email Options............................................................................................................. 51
View Properties for Reports.............................................................................................. 51
Daily Rollup Reports ........................................................................................................ 52
Interval Reports................................................................................................................. 52
Creating a Report Profile .................................................................................................. 53
Create the Report Profile............................................................................................ 53
Define the General Properties for the Report Profile ................................................. 54
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Define the View Properties for the Report Profile ..................................................... 54
Set a Date Range ........................................................................................................ 55
Select a Time Range for Interval Reports .................................................................. 55
Save the Report Profile............................................................................................... 55
Editing a Report Profile .................................................................................................... 56
Copy Report to a New Report........................................................................................... 56
Duplicating a Report Profile ............................................................................................. 57
Duplicate a Report Profile.......................................................................................... 57
Define the View Properties for the Report Profile ..................................................... 58
Set a Date Range ........................................................................................................ 58
Select a Time Range for Interval Reports .................................................................. 58
Define the General Properties for the Report Profile ................................................. 59
Save the Report Profile............................................................................................... 59
Deleting a Report Profile .................................................................................................. 60
Running a Report .............................................................................................................. 60
Report Messages ........................................................................................................ 61
Scheduling a Report.......................................................................................................... 62
Initial Conditions........................................................................................................ 62
Schedule a Report....................................................................................................... 62
View Report Output.......................................................................................................... 62
Viewing Report Output..................................................................................................... 63
Printer Selection for Reports............................................................................................. 64
Call Center Printer Configuration..................................................................................... 64
User Preferences Printer Selection.................................................................................... 65
Report Profile Printer Selection........................................................................................ 65
Printing a Report............................................................................................................... 66
Copy Report Output to a Directory................................................................................... 67
Copying Report Output to a Directory.............................................................................. 68
Deleting Report Output..................................................................................................... 68
E-mail Reports Function................................................................................................... 69
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E-mail Contents ................................................................................................................ 69
Addressing ........................................................................................................................ 69
Post-processing for Reports .............................................................................................. 70
Setting Up Post-processing Commands............................................................................ 71
Examples........................................................................................................................... 72
Chapter 5................................................................................................................................ 73
Display Sessions ..................................................................................................................... 73
Overview of Display Sessions .......................................................................................... 73
Display Session Types ...................................................................................................... 73
Display Session Classes.................................................................................................... 73
Display Session Options ................................................................................................... 74
Individual Display Sessions.............................................................................................. 74
Session Icons..................................................................................................................... 75
Display Session View Modes ........................................................................................... 75
Table View........................................................................................................................ 76
Graph View....................................................................................................................... 77
General Display Session Properties .................................................................................. 78
Data Types and Data Items for Display Sessions ............................................................. 79
Display Session Columns ................................................................................................. 79
Display Session Quality Monitoring Properties ............................................................... 80
Agent Detail Columns for Agent Group Display Sessions............................................... 81
Display Session Graph Properties..................................................................................... 81
Display Session Creation Modes ...................................................................................... 82
Creating a Display Session with a Session Template ....................................................... 83
Initial Conditions........................................................................................................ 83
Create a Session ......................................................................................................... 83
Set General Properties for the Display Session.......................................................... 84
Set Display Properties for the Session ....................................................................... 84
Creating a Display Session without a Session Template .................................................. 85
Creating a Table View Display Session............................................................................ 85
Create a Session ......................................................................................................... 86
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Set General Display Session Properties ..................................................................... 86
Set Display Properties for the Session ....................................................................... 87
Define the Columns for the Display Session.............................................................. 87
Define Quality Monitoring Properties for a Team or Agent-by-Agent Group Session88
Define Agent Details for an Agent Group Session .................................................... 88
Creating a Graph View Display Session........................................................................... 89
Create the Session ...................................................................................................... 90
Set General Display Session Properties ..................................................................... 90
Set Display Properties ................................................................................................ 91
Select the Graph Type ................................................................................................ 91
Editing a Display Session ................................................................................................. 92
Copy Session to a New Session........................................................................................ 92
Duplicating a Display Session .......................................................................................... 93
Duplicate an Existing Session .................................................................................... 93
Set Display Properties for the New Session............................................................... 94
Deleting a Display Session ............................................................................................... 94
Add Statistics to a Display Session................................................................................... 95
Adding Column Statistics to a Display Session................................................................ 95
Choose the Display Session ....................................................................................... 96
Add the Statistics........................................................................................................ 96
Removing Column Statistics from a Display Session ...................................................... 97
Adding or Editing Thresholds for Agent States................................................................ 97
Initial Conditions........................................................................................................ 98
Add or Edit Agent State Thresholds........................................................................... 98
Select Threshold Conditions ...................................................................................... 99
Save the Thresholds.................................................................................................... 99
Example of Color Thresholds for Agent States........................................................ 100
Adding One Threshold to a Column Statistic ................................................................. 100
Select a Statistic ....................................................................................................... 101
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Select Operator, Value, and Color............................................................................ 101
Save the Threshold ................................................................................................... 102
Example of One Threshold on One Statistic ............................................................ 102
Adding Multiple Thresholds to One Statistic ................................................................. 103
Initial Conditions...................................................................................................... 103
Select the Statistic .................................................................................................... 103
Select Operators, Values, and Colors....................................................................... 104
Save the Threshold ................................................................................................... 105
Example: Adding Thresholds to the Calls Rcvd – Count Statistic........................... 105
Example of Multiple Thresholds on One Statistic ................................................... 106
Adding a Threshold with Two Conditions...................................................................... 106
Initial Conditions...................................................................................................... 106
Select the Statistic .................................................................................................... 107
Select Operators, Values, and Colors....................................................................... 107
Save the Threshold ................................................................................................... 108
Example of a Threshold with Two Conditions......................................................... 108
Deleting Column Statistic Thresholds ............................................................................ 109
Select the Statistic .................................................................................................... 109
Delete All Thresholds from One Statistic ................................................................ 110
Delete Individual Thresholds from a Statistic.......................................................... 111
Scheduling Quality Monitoring ...................................................................................... 111
Initial Conditions...................................................................................................... 111
Schedule Quality Monitoring ................................................................................... 111
Setting the Background Color for Display Sessions....................................................... 112
Running a Display Session ............................................................................................. 113
View Statistic Formulas from a Display Session............................................................ 113
Existing Formula ...................................................................................................... 113
No Formula .............................................................................................................. 114
Viewing a Statistic Formula from a Display Session ..................................................... 114
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Initial Conditions...................................................................................................... 114
View a Formula from a Display Session.................................................................. 114
Rolling Up the Statistics in a Running Display Session ................................................. 115
Initial Conditions...................................................................................................... 115
Show a Statistical Rollup ......................................................................................... 115
Rollup Statistics in a Display Session ...................................................................... 115
Refreshing Statistics in a Display Session ...................................................................... 116
Initial Conditions...................................................................................................... 116
Refresh Display Session Statistics ........................................................................... 116
Changing the Column Order in a Display Session ......................................................... 116
Change Column Order in a Running Session........................................................... 116
Change Column Order from the Columns Tab ........................................................ 116
Sorting Items in Display Session Columns..................................................................... 117
Sort Items in Display Session Columns ................................................................... 117
Column Sort Command in a Display Session .......................................................... 118
Agent Move from Display .............................................................................................. 118
The Agent Move from Display Dialog Box ............................................................. 119
Moving Agents from a Display Session ......................................................................... 119
Initial Conditions...................................................................................................... 119
Move Agents from One Agent Group to Another.................................................... 119
Quality Monitoring from a Display Session ................................................................... 120
Initial Conditions...................................................................................................... 120
Use the Quality Monitor Button to Start Monitoring ............................................... 121
Use the Quality Monitor Button to Stop Monitoring ............................................... 121
Control Quality Monitoring from the Context Menu ............................................... 121
Stop Quality Monitoring from the Context Menu.................................................... 122
Right Click on Agent Row to Start Monitor from a Display Session ...................... 122
Stop Monitor or Change Monitor Properties from a Display Session...................... 123
Changing Quality Monitoring Properties from a Running Display Session................... 123
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Initial Conditions...................................................................................................... 123
Change Monitoring Properties ................................................................................. 124
Quality Monitoring Options from a Display Session ............................................... 124
Sending a Message from a Display Session.................................................................... 125
Initial Conditions...................................................................................................... 125
Send a Message ........................................................................................................ 125
Send Message Option............................................................................................... 125
Search in a Display Session ............................................................................................ 126
Agent Search................................................................................................................... 126
Agent Group Search........................................................................................................ 126
Call Type Search............................................................................................................. 127
Multiple Matches for a Search in a Display Session ...................................................... 127
Searching for an Agent in a Display Session.................................................................. 127
Use the Search Button to Find an Agent in a Display Session................................. 128
Right-click in a Display Session to Find an Agent................................................... 128
Locate Agent Option ................................................................................................ 128
Use a Known ID, DIRN, or Name to Find an Agent ............................................... 129
Use a Partial Name to Find an Agent ....................................................................... 129
Searching for an Agent Group in a Display Session....................................................... 129
Use the Search Button to Find an Agent Group in a Display Session...................... 130
Right-Click in a Display Session to Find an Agent Group ...................................... 130
Locate Agent Group Option ..................................................................................... 130
Use a Known ID, DIRN, or Name to Find an Agent Group .................................... 131
Use a Partial Name to Find an Agent Group............................................................ 131
Searching for a Call Type in a Display Session.............................................................. 131
Use the Search Button to Find a Call Type in a Display Session............................. 132
Right-Click in a Display Session to Find a Call Type.............................................. 132
Locate Call Type Option .......................................................................................... 132
Use a Known ID, DIRN, or Name to Find a Call Type ........................................... 133
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Use a Partial Name to Find a Call Type ................................................................... 133
Saving the Layout of a Display Session ......................................................................... 133
Initial Conditions...................................................................................................... 133
Use the Session Layout Button to Save a Layout..................................................... 134
Save a Display Session Layout from the Context Menu.......................................... 134
Session Control to Save Layout ............................................................................... 134
Exporting a Snapshot of a Display Session to a Spreadsheet ......................................... 135
Initial Conditions...................................................................................................... 135
Export a Snapshot of Session Statistics.................................................................... 135
Closing a Display Session............................................................................................... 135
Use the X Button to Close a Display Session........................................................... 135
Use the Close All Command to Close Display Sessions.......................................... 136
Use the Close Session Icon to Close a Display Session........................................... 136
Chapter 6.............................................................................................................................. 137
Agent Management ............................................................................................................. 137
Overview of the Agent Manager..................................................................................... 137
Agent Management Capabilities..................................................................................... 137
Agent Move .................................................................................................................... 137
The Move Confirmation Notice ............................................................................... 138
The Home Confirmation Notice............................................................................... 139
Moving Agents with the Agent Manager........................................................................ 139
Initial Conditions...................................................................................................... 139
Select Agents and Choose Move Type..................................................................... 139
Move Agents Immediately ....................................................................................... 140
Schedule the Move ................................................................................................... 140
Agent Home.................................................................................................................... 141
Assigning the Home Agent Group.................................................................................. 142
Chapter 7.............................................................................................................................. 143
Messaging............................................................................................................................. 143
Centergy Messenger ....................................................................................................... 143
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Select Predefined Message ............................................................................................. 144
Select Message Recipients.............................................................................................. 144
View Message................................................................................................................. 145
Sending a Message with Centergy Messenger................................................................ 145
Select Message Recipients ....................................................................................... 145
Select and Send a Message....................................................................................... 146
Viewing a Message in Centergy Messenger ................................................................... 147
Replying to a Message in Centergy Messenger .............................................................. 147
Forwarding a Message in Centergy Messenger .............................................................. 148
Deleting a Message in Centergy Messenger ................................................................... 149
Acknowledging Agent Messages.................................................................................... 150
Initial Conditions...................................................................................................... 150
Acknowledge an Agent Message ............................................................................. 150
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About This Document
Introduction to this Publication
Centergy  is a powerful tool that integrates with Intecom systems to enable effective
call center and contact center management.
Audience
This publication is intended to support call center and contact center supervisors in using
the Centergy application. A supervisor is a Centergy user who has responsibility for the
performance of assigned agents, agent groups, and call types for one or more call centers
or contact centers.
Organization
This manual contains the following chapters:
Chapter, Topic
Description
Chapter 1, Centergy
Provides an overview of the Centergy
application.
Chapter 2, Schedules and Shifts
Provides procedures to help a supervisor
create and manage schedules and shifts that
support other functions.
Chapter 3, Folders and Sub-folders
Provides procedures to help a supervisor
create and manage folders and sub-folders,
which are the foundation for creating
display sessions, reports, and quality
monitoring sessions.
Chapter 4, Reports
Provides information to help a supervisor
understand the reporting capabilities of
Centergy. Includes procedures to run and
manage reports.
Chapter 5, Display Sessions
Provides information to help a supervisor
understand the display session capabilities
of Centergy. Includes procedures to run
and manage display sessions.
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About This Document
Chapter, Topic
Description
Chapter 6, Agent Management
Provides procedures to help a supervisor
manage agents.
Chapter 7, Messaging
Provides procedures for using the Centergy
Messenger mail system.
References
The following publications provide related information:
•
Centergy Administrator Guide (590-2503-002)
•
Centergy Server Operations and Maintenance (590-2471-002)
•
Centergy Reports Guide (590-2506-002)
•
Centergy 1.3 Features and Enhancements (590-2515-002)
•
Callwise to Centergy Comparison Guide (590-2547-001)
•
Centergy Online Help (591-5009-003)
Centergy Online Help is available directly through the application.
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Chapter 1
Centergy
Overview of Centergy
Centergy is a powerful tool that integrates with Intecom switches to enable effective
call center and contact center management. The Centergy desktop application operates
with a Centergy Network Management Server (CNMS) to provide an array of functions.
Centergy provides a PC user interface. CNMS software, running on a physical server,
interfaces with an Intecom switch to obtain and manage the switch input that is available
to Centergy.
The Centergy application runs on either the Microsoft Windows XP Professional,
Windows 2000, Windows NT Workstation, or Windows 98 operating system.
CNMS software runs on the Microsoft Windows 2000 Server operating system.
Centergy Features
Together, Centergy and a CNMS:
•
Generate statistics based on events received from an Intecom switch
•
Store historical data and statistics for:
–
–
Agents
Agent groups
–
Call types
–
Call records
–
–
Event records
Agent sessions
•
Synchronize agent, agent group, and call type data with an Intecom switch
•
Generate reports based on current and historical statistics
•
Display real-time statistics and information for agent team, agent group, and call
type activity in a call center
•
Allow users to customize displays
•
Support quality monitoring with listening and recording capabilities
•
Support interaction with external (third-party) systems, such as:
– Reader boards
–
Workforce management systems
–
Agent adherence applications
–
Average queue time systems
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Centergy
•
Support the manual or automatic movement of agents to different agent groups
•
Support the manual or automatic return of agents to their home agent group
•
Provide messaging capabilities for:
–
Supervisor to agent communications
–
Supervisor to supervisor communications
–
Agent to agent communications
•
Provide administrative capabilities to manage users and permissions
•
Provide one call center management application for both administrators and
supervisors
•
Enable users to schedule events
•
Support multiple time zones
•
Support multiple call centers or contact centers running on the same Intecom
Switching Network
Centergy Users
The following table defines the different Centergy users.
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Term
Definition
Administrator
A technically skilled resource for a call center or contact
center that has complete access to the functions of the
Center Manager application. An administrator can create
users, manage permissions, create folders, define display
sessions, and define standard reports.
Supervisor
A Centergy user with responsibility for the performance
of assigned agents, agent groups, and call types for one
or more call centers or contact centers. A supervisor is
any user other than an administrator, including a team
leader, manager, or executive. The control that each
supervisor has over Centergy is determined by the
permissions their administrator assigns to them.
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Centergy Terminology
The following table defines critical terms related to the use of Centergy.
Term
Definition
Agent
In Centergy, an agent is one of the following:
• A person who handles telephone calls or other
communications in a call center or contact center.
• A channel or port on a device that processes calls or
other communications for a call center or contact
center.
Agent Group
A grouping of call center or contact center agents that is
defined within Automatic Call Distribution (ACD) on the
Intecom switch. Intecom switches contain the agent
group definitions. Centergy cannot change the content of
an agent group.
Agent Team
A group of call center or contact center agents.
Centergy contains the agent team definitions (through the
use of folders).
See "Overview of Folders and Sub-folders" for more
information.
Automatic Call Distribution
(ACD)
ACD is a feature of telecommunications systems that
identifies and redirects incoming calls based on each
call’s type and other properties. On Intecom systems,
ACD processes inbound or outbound calls and redirects
the calls to appropriate agent groups.
Call Center
An environment in which groups of agents handle
inbound and outbound calls. Call centers provide many
different functions and purposes. For example, many
organizations use call centers to provide technical
support or other information to customers. Other call
centers help organizations process sales orders.
A call center is a logical subdivision of an ACD
application. Intecom systems maintain call centers as
separate entities. Supervisors can manage or view agents
and data only for their assigned call centers.
Call Guide
A series of instructions, similar to a script, that specifies
how an Intecom switch processes ACD calls, including
how the switch routes calls to agents and agent groups.
Call Type
A classification for calls with similar properties to
determine the routing and tracking of calls, regardless of
the agent group. Each Intecom switch and Centergy
Network Management Server (CNMS) maintains call
type statistics that support analysis based on call types,
such as service or sales calls.
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Term
Definition
Contact Center
An environment in which groups of agents handle many
types of communication traffic, including:
• Inbound and outbound telephone calls
• E-mail
• Internet communications
Contact centers are otherwise similar to call centers.
Display Session
A real-time view of call center or contact center activity.
Centergy allows users to define custom display sessions.
See "Overview of Display Sessions."
External Application
Any non-Intecom application to which Centergy
interfaces, such as:
• Reader boards
• Workforce management systems
• Agent adherence applications
• Average queue time systems
External Interface
A communication channel through which Centergy
communicates with an external application.
Folder
A Centergy entity that provides the foundation for
creating display sessions, reports, and quality monitoring
sessions.
See "Overview of Folders and Sub-folders."
Permissions Profile
A set of privileges that an administrator assigns to a
Centergy user. This profile controls which Centergy
features a user can access.
Sub-folder
A Centergy entity that provides the foundation for
creating display sessions, reports, and quality monitoring
sessions.
See "Overview of Folders and Sub-folders."
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Supervisor Functions
A Centergy administrator establishes the complete range of Centergy capabilities that are
available to any supervisor. The following table describes functions that a supervisor
typically needs to manage the agents of a call center or contact center.
Function
Description
Folders and sub-folders
Folders and sub-folders are the foundation for creating
display sessions, reports, and quality monitoring
sessions. Folders contain only sub-folders. Sub-folders
group agents, agent groups, or call types.
See "Overview of Folders and Sub-folders."
Display Sessions
Centergy provides real-time views of call center or
contact center activity. Supervisors can define
parameters for display sessions and can activate sessions
as necessary.
See "Overview of Display Sessions."
Quality Monitoring
Supervisors can use Centergy to listen to, record, or
listen to and record agent conversations. Three types of
quality monitoring are:
• Silent: A supervisor can only listen.
• Coach: A supervisor can speak to an agent without
being heard by another party.
• Active: A supervisor can join a conversation between
an agent and another party.
A supervisor can initiate a quality monitoring session on
demand. Quality Monitor can also be scheduled.
See the following for more information:
• "Monitoring from a Display Session"
• "Scheduling Quality Monitoring"
Reports
Centergy provides an array of standard report templates
to capture and reflect call center or contact center
statistics. The standard templates summarize much
information related to call types, agent groups, and agent
teams.
See the following for more information:
• "Overview of Reporting with Centergy" and related
information modules for using Centergy reporting
capabilities.
• The Centergy Reports Guide (590-2506) for details
on the report templates and statistics.
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Function
Description
Messaging
Centergy provides a simple instant messaging system
called Centergy Messenger that supports:
• Supervisor to agent communications
• Supervisor to supervisor communications
• Agent to agent communications
See "Centergy Messenger."
Agent Management
Centergy provides an Agent Manager. Using Agent
Manager, a supervisor can:
• Assign Home Agent Groups for agents.
• Manually move agents to different agent groups
• Return them to their home groups.
• Schedule regular agent moves.
See "Overview of the Agent Manager."
Schedules and Shifts
Centergy enables a supervisor to define schedules and
shifts and to attach actions to those schedules. Actions
that can be automated using shifts and schedules include:
• Reports
• Quality monitoring
• Agent moves
• Agent returns (to home groups)
See "Overview of Schedules and Shifts."
On-line Help
Centergy provides an online, context-sensitive Help
system.
Log On
The Log On To Management Server dialog box enables a user to connect a Centergy
session to a Centergy Network Management Server (CNMS). The first time a user logs
on to a CNMS, the user enters a user name, password, and server name. After the first
logon, the server name option does not appear.
A user can change the name of the server under User Preferences; however, if a user
changes the server name to an invalid name, only an administrator can correct it.
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Logging on to a Centergy Network Management Server
Use one of two methods to log the Centergy application on to a CNMS. The log on
procedure is different the first time you log on.
Log on to a CNMS for the First Time
Do the following:
Step
Action
Result
1.
Start Centergy.
Centergy displays a logon window.
2.
Enter your User Name.
3.
Enter your Password.
You may change your password later if
your permission profile allows you to do
so.
4.
Enter the name of an appropriate CNMS.
An administrator provides CNMS
names.
5.
Click OK.
If the logon is successful, Centergy
displays the main workspace.
Log on to a CNMS
Do the following:
Step
Action
Result
1.
Start Centergy.
Centergy displays a logon window.
2.
Enter your password.
Your username is automatically
entered into the logon dialog box.
Users typically log on to the same
CNMS. An administrator may instruct
users to change servers.
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Step
3.
Action
Result
Click OK.
If the logon is successful, the main
Centergy workspace displays.
Logging off of a Centergy Network Management Server
Use this procedure to log the Centergy application off of the current CNMS.
Methods
Centergy provides three methods to log off.
Method
Description
1.
Logging off with the close button (X)
2.
Logging off with Exit
3.
Logging off with a menu command
Logging off with the Close Button (X)
Do the following:
Step
1.
Action
Result
Click the Close button (X) in the
upper right of the window.
The Centergy application closes and
automatically logs off of the current CNMS.
If you have changed your workspace, a
prompt asks if you want to save it.
Logging Off with Exit
Do the following:
Step
1.
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Action
Result
Choose File > Exit.
The Centergy application closes and
automatically logs off of the current CNMS.
If you have changed your workspace, a
prompt asks if you want to save it.
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Logging Off with a Menu Command
Do the following:
Step
Action
Result
1.
Choose File > Log Off of
Management Server.
Centergy prompts you to confirm that
you want to log off of the current
CNMS.
2.
Click Yes.
Centergy automatically logs off of the
CNMS, but remains active on your PC.
The Logon to Management Server dialog
box opens.
3.
Click Exit to complete the log off.
Select Active Call Center
The Select Active Call Center dialog box appears when a user who has access to more
than one call center logs on to a CNMS. This dialog box allows the user to choose the
call center for which to run Centergy. The user highlights the call center and clicks the
Select button to log on.
If a user is already logged on and wants to change to another call center, that user can run
the Select Active Call Center command under the File menu. The Centergy title bar
reflects the current call center name.
Selecting the Active Call Center
Use this procedure to choose which call center Centergy will actively support.
Initial Conditions
You are a registered user for more than one call center.
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Centergy
Select the Active Call Center
Do the following:
Step
Action
Result
1.
Choose File > Select Active Call
Center.
The Select Active Call Center dialog
box opens.
2.
Choose a call center.
3.
Click Select.
The Select Active Call Center dialog
box closes. The Centergy title bar
reflects the different call center name.
Centergy Desktop
The Centergy desktop is the primary interface to control and run Centergy functions. The
desktop includes the following components:
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•
Title bar
•
Menu bar (with File, Manage, Tools, Window, and Help menus)
•
Toolbar (with Displays, Reports, Schedules, Messenger, and Help buttons)
•
Workspace (with status bar)
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Title Bar
A constant component of the Centergy desktop, the title bar displays the name of the call
center or contact center to which the user is connected.
Menu Bar
The Centergy desktop provides a menu bar.
The menu bar provides the following menus:
•
File menu
•
Manage menu
•
Tools menu
•
Window menu
•
Help menu
The menus drop down to provide access to all of the commands and controls for the
Centergy application. The permission profile for each user determines the specific
commands that they will see on the pulldown menus.
File Menu
The File menu provides commands to control core Centergy functions.
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Centergy
The following table describes the functions of the commands on the File menu.
Command
Function
Select Active Call Center . . .
Opens a list of all the call centers and contact centers the
Centergy has access to and supports the selection of a
new connection from Centergy.
Load workspace
Restores a view of display sessions that are saved to your
workspace.
See "Saving Your Workspace."
Save Workspace
Saves the display sessions that are currently running to
define a standard workspace. Upon logging into a
Centergy Network Management Server (CNMS),
Centergy automatically loads the saved workspace.
See "Saving Your Workspace."
Snapshot . . .
Saves a snapshot of current display sessions to a file.
Log Off of Management
Server
Logs the Centergy application off the CNMS to which it
is currently connected. This method for logging off
allows Centergy to remain active on the PC. Centergy
cannot manage a call center or contact center without
being logged onto a CNMS.
See "Logging Off of a Centergy Network Management
Server."
Exit
Logs Centergy off the current CNMS and stops the
Centergy application.
See "Logging Off of a Centergy Network Management
Server."
Manage Menu
The Manage menu provides commands to control core Centergy functions.
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The following table describes the functions of the commands on the Manager menu.
Command
Function
Folders . . .
Opens the Folder Manager, which enables an authorized
user to create, edit, duplicate, or delete folders and
sub-folders.
See "Overview of Folders and Sub-folders."
Agents . . .
Opens the Agent Manager, which enables an authorized
user to manually move agents to different groups and
return them to their home groups. Authorized users can
also schedule regular agent moves.
See "Overview of the Agent Manager."
Display Sessions . . .
Opens the Display Session manager, which enables an
authorized user to create and run real-time views of call
center or contact center activity.
See "Overview of Display Sessions."
Reports . . .
Opens the Report Manager, which enables an authorized
user to:
• Save, modify, delete, run, or schedule reports
• View and print report output
• Duplicate reports
• Copy report output to an output file
See "Overview of Reporting with Centergy."
Schedules . . .
Opens the Schedules Manager, which enables an
authorized user to define schedules and shifts and to
attach functions, such as report generation or quality
monitoring, to those schedules.
See "Overview of Schedules and Shifts."
Tools Menu
The Tools menu provides commands to control core Centergy functions.
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Centergy
The following table describes the functions of the commands on the Tools menu.
Command
Function
Messenger . . .
Opens the Centergy Messenger dialog box that enables
users to send and receive instant messages. See
"Centergy Messenger."
Change Password . . .
Enables a user to change their own password.
User Preferences . . .
Opens a User Preferences window that enables a user to
customize their own workspace configuration.
Window Menu
The Window menu provides commands to control the arrangement of display sessions
and other windows in the desktop workspace.
The following table describes the functions of the commands on the File menu.
Command
Function
Close All
Closes all running display sessions and windows in the desktop
workspace.
Cascade
Displays all running display sessions and windows in overlapping
layers in the desktop workspace.
Tile Horizontally
Displays all the running display sessions and windows equally
from left to right, with no overlapping.
Tile Vertically
Displays all the running display sessions and windows equally
from top to bottom, with no overlapping.
Help Menu
The Window menu provides commands to access Centergy online help and to otherwise
get information.
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The following table describes the functions of the commands on the File menu.
Command
Function
Help Contents
Opens the contents page for online help, which provides
links to help information by topic.
Getting Started
Displays instructions for getting started with Centergy.
Intecom on the Web . . .
Opens a web browser at http://www.intecom.com/.
About . . .
Displays version and other information pertaining to the
Centergy application.
Toolbar
Centergy provides buttons that activate some of the more common commands and
functions of the Centergy application.
All of the commands on the toolbar are also available through the main menus. The
toolbar provides quick access to these core functions.
The following table describes the functions that are available through the toolbar.
Button
Function
Displays
Opens the Display Session manager, which enables an
authorized user to create and run real-time views of call
center or contact center activity.
See "Overview of Display Sessions."
Reports
Opens the Report Manager that enables authorized users to:
• Save, modify, delete, run, or schedule reports
• View and print report output
• Duplicate reports
• Copy report output to an output file
See "Overview of Reporting with Centergy."
Schedules
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Opens the Schedule Manager that enables authorized users to
define schedules and shifts and to attach functions, such as
report generation or quality monitoring, to those schedules.
See "Schedules and Shifts in Centergy."
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Button
Function
Messenger
Opens the Centergy Messenger dialog box that enables users
to send and receive instant messages. See "Centergy
Messenger."
Help
Opens the contents page for the Centergy online help, which
provides links to help information by topic.
Workspace
The area on the Centergy desktop just below the toolbar is the workspace. The workspace
is the area for display sessions. It can contain up to six different display sessions at any
time. The following figure shows the workspace with four running display sessions. See
"Overview of Display Sessions."
A user can save their personal workspace so that Centergy runs the same display sessions
automatically the next time that user logs on. See "Saving the Workspace."
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Workspace Status Bar
The following figure shows the status bar that appears at the bottom of the Centergy
desktop.
The status bar provides the following information regarding the current display sessions:
•
The number of display sessions that are currently running
•
The user name
•
Help instructions
•
An envelope icon (if a Centergy message has arrived)
•
A quality monitor icon (if a quality monitoring session is running)
Saving the Workspace
This procedure saves the current Centergy workspace for the current user. The next time
the user logs on to a Centergy Network Management Server (CNMS) from Centergy, the
workspace automatically starts the same display sessions.
Initial Conditions
Centergy is actively running one or more display sessions.
Save the Workspace
Do the following:
Step
Action
Result
1.
With display sessions running, click
the File menu.
The pull-down options for the File
menu appear.
2.
Click Save Workspace.
Centergy saves the current workspace.
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Centergy
Change User Password
Centergy enables users to change their passwords. Changing a password requires entering
the old password, entering the new password, re-entering the new password to verify it,
and then saving it. The new password takes effect on the next logon.
Changing a User Password
To change a user password in Centergy. do the following:
Step
Action
Result
1.
Choose Tools > Change Password.
The Change Password dialog box opens.
2.
Type the current password.
3.
Type the new password
4.
Type the new password again.
Centergy verifies the new password.
5.
Click Save.
Centergy saves the new password. The
password will not take effect, however,
until you log out of Centergy and log
back into it.
User Preferences
Centergy allows an authorized user to customize the workspace interface. The User
Preferences dialog box provides controls to set preference options.
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Preference Options
Many preference options are enabled by default. An administrator can disable an option,
however, by removing the check in the box next to it.
Preference Option
Explanation
Reload workspace at startup
Whenever the user logs onto a CNMS from
Centergy, the system automatically loads their
saved workspace.
Prompt to save workspace changes
on exit
If the user makes any workspace changes,
Centergy prompts the user to save the workspace
before exiting the application.
Show toolbar
By default, the desktop displays the Centergy
toolbar. The user can hide the Toolbar.
Show status bar
By default, the desktop displays the Status Bar.
The user can hide the Status Bar.
Automatically tile display sessions
The workspace can run six display sessions at one
time. With this setting, Centergy displays all
running display sessions equally from the top of
the workspace to the bottom, with no overlapping.
If this setting is not set, the workspace displays
cascading (overlapping) sessions.
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Preference Option
Explanation
Pop up Centergy Messenger when
messages are received
This options causes messages to pop up over any
other open screen. The Messenger screen remains
over all other screens until the user closes it.
Default background color
The user can change the default background color
of a display session for each display session type
(agent team, agent group, or call type) to
distinguish sessions by type on the workspace.
Default Centergy Server
Names the default CNMS for the user.
If a CNMS name ever changes, an administrator
must ask the user to change the server name in the
Centergy application. If the user changes the
default server name so that it does not match the
name of a valid CNMS, the user will not be able to
log on again without assistance from an
administrator.
Default report printer
The user can choose to send print output to a
specific printer. The default for the User
Preferences printer is the call center default printer.
Editing User Preferences
To edit user preferences, do the following:
Do not change the Default Centergy Server unless instructed by a system administrator.
Step
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Action
Result
1.
Choose Tools > User Preferences.
The User Preferences dialog box
opens. See "User Preferences."
2.
In the Workspace Options window,
click the box next to the option to be
changed so that it contains a check
mark.
3.
To change the background colors for
display sessions, do steps 4 through 6.
4.
Choose the type of session from the
Category drop-down list.
5.
Click on the color that you want for a
background for that session type from
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Step
Action
Result
the Color drop-down list.
6.
Repeat Steps 4 and 5 until you have
chosen background colors for each of
the four session types.
7.
To change the printer, click a new
printer name in the drop-down list.
8.
Click Save.
The User Preferences dialog box
closes.
Warning Message
The following warning message appears if you make changes then choose to exit without
saving them.
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Chapter 2
Schedules and Shifts
Overview of Schedules and Shifts
Centergy allows authorized users to define schedules and shifts and to attach functions
(actions) to those schedules.
Schedules
A schedule is a timing function that is independent of any actions. Users create schedules
first and then attach actions to them. At the times designated by a schedule, Centergy
executes the actions associated with that schedule in the order listed. Each schedule can
support many associated actions.
Four Actions
The four actions that can be attached to a schedule:
•
Report generation
•
Quality monitoring
•
Agent moves
•
Agent returns (to home groups)
Default Schedule
Centergy provides one default schedule, the Call Center Interval Schedule. Users cannot
delete this schedule, but can attach actions to it. The Call Center Interval Schedule
matches the Interval Statistics Time that is established for a call center. This interval
(either 5, 15, 30, or 60 minutes) determines how often the Centergy Network
Management Server (CNMS) automatically synchronizes its call center statistics with
those of an associated Intecom switch.
Shifts
A shift is a period with a definite starting and ending time. Shifts can match actual call
center shift times or can facilitate other scheduled actions, such as moving a group of
agents or running a report. Shift-based schedules also provide an option to perform the
action either before the shift starts or after the shift ends.
Schedules
The Schedules tab of the Schedules dialog box enables a user to create, edit, and delete
schedules. It also displays schedule settings. A user can highlight a schedule in the
Schedules list and see the description of that schedule in the box below.
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Schedules and Shifts
The "Actions assigned to selected schedule" list box shows all of the actions that are
currently assigned to a schedule. The Remove button removes an action from the list.
Schedule Properties
The Schedule Properties dialog box enables a user to define properties for a schedule.
The center box gives scheduling options, which vary based on the item selected in the
Occurs box.
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Standard Options
Standard options in the Occurs box include:
•
Once - Set a specific date and time.
•
Daily - Set the time only.
•
Weekly - Set the time and choose the day of the week.
•
Monthly - Set the time and choose a day of the month.
•
Shift - Set the start time and end time, and choose the day of the week
Other Options
Other scheduling options include:
•
Select "Last" day and the schedule will run on the actual last day of the month.
•
Choose a particular day of the month, such as the last Sunday of the month.
•
Choose the day of the month option and accidentally select a day that is not on
the calendar, your schedule will run on the actual last day of the month.
Creating a Schedule
To create a schedule, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Schedules.
The Schedules dialog box opens.
Or
• Click Schedules on the Manager
toolbar.
2.
Click New.
The Schedule Properties dialog box
opens.
3.
Type a schedule name in the
Schedule Name text box.
4.
Choose when the schedule will occur
by clicking on the appropriate radio
button in the Occurs box.
5.
Set the schedule properties:
Schedule
Description
Once
Set a date and time
Daily
Set the time
Weekly
Set the time and choose
the day of the week.
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After you define the schedule, the
Description box reflects all of the
options that you selected.
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Schedules and Shifts
Step
Action
Result
Monthly
Set the time and choose
a day of the month or
choose to run by the
number of the day of the
week, such as "the
second Sunday of the
month."
Shift
Choose a shift from the
Select Shift list box and
choose the days of the
week to run the report.
6.
Click Save.
Centergy returns to the Schedules tab of
the Schedules Manager dialog box.
7.
Click Close.
The Schedules dialog box closes.
Editing a Schedule
To edit a schedule, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Schedules.
The Schedules dialog box opens.
Or
• Click Schedules on the Manager
toolbar.
2.
Highlight a schedule name in the
Schedules list box.
•
•
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The dialog box displays properties
of the selected schedule.
The Actions Assigned to Selected
Schedule box lists actions that are
currently attached to the schedule.
3.
Click Edit/View.
The Schedule Properties dialog box
opens.
4.
Modify the schedule properties.
5.
Click Save.
Centergy returns to the Schedules tab
of the Schedules Manager.
6.
Click Close.
The Schedules dialog box closes.
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Viewing Schedule Settings
To view schedule settings, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Schedules.
The Schedules dialog box opens.
Or
• Click Schedules on the Manager
toolbar.
2.
Highlight a schedule name in the
Schedules list box.
The Schedules dialog box displays the
properties for the selected schedule.
The Actions Assigned to Selected
Schedule box lists the actions that are
currently attached to the schedule.
3.
Click Close.
The Schedules dialog box closes.
Deleting a Schedule
To delete a schedule, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Schedules.
The Schedules dialog box opens.
Or
• Click Schedules on the Manager
toolbar.
2.
Highlight a schedule name in the
Schedules list box.
3.
Click the Delete button.
The Delete Warning dialog box
appears.
4.
Click Yes.
Centergy returns to the Schedules tab
of the Schedules Manager.
5.
Click Close.
The Schedules dialog box closes.
Attach an Action to a Schedule
The Attach to Schedule dialog box enables a user to attach actions to schedules. One or
more actions, such as reports or agent moves, can be attached to any existing schedule.
The Centergy scheduler takes care of running these actions at the correct date and time.
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Schedules and Shifts
If the selected schedule is a shift schedule, a user can choose to have the action run at the
beginning or at the end of the predefined shift.
Attaching an Action to a Schedule
Use one of three procedures to attach an action to a schedule.
•
Schedule a report from the Reports dialog box
•
Schedule an agent move from the Agent Manager dialog box
•
Schedule quality monitoring from the Display Session dialog box
Initial Conditions
•
The schedule is already defined.
•
The action is already defined.
Schedule a Report from the Reports Dialog Box
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Reports.
The Reports dialog box opens.
Or
• Click Reports on the Manager
toolbar.
2.
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Click an appropriate tab if several are
available.
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Step
Action
3.
Highlight a report.
4.
Click Schedule.
5.
Highlight one of the defined schedules
from the Select Schedule list.
Result
The Attach to Schedule dialog box
opens.
The Description box displays what a
particular schedule does.
6.
Options:
• If it is not a shift schedule, skip to
Step 7.
• If it is a shift schedule, click on the
Run action at start of Shift or
Run the action at end of Shift
radio button to define when you
want the action to run.
7.
Click Attach.
Centergy attaches the action to the
schedule and returns to the Reports
dialog box.
8.
Click Close.
The Reports dialog box closes.
Schedule an Agent Move from the Agent Manager Dialog Box
Do the following:
Step
Action
Result
1.
Choose Manage > Agents.
The Agent Manager dialog box opens.
2.
Select a team sub-folder from the
Select Team Folder drop-down list.
3.
Highlight one or agents from the Select
Agents in Folder drop-down list.
4.
Move Options:
• Click the Return to Default Home
Group radio button to return
agents to a home agent group.
Or
• Click the Move to Specific Agent
Group radio button and choose a
destination agent group for the
selected agents.
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Step
5.
Action
Result
Click Schedule Move.
The Attach to Schedule dialog box
opens.
This option is only available if you
have access to the agent sub-folder.
6.
Highlight one of the defined schedules
from the Select Schedule list.
The Description box displays what a
particular schedule does.
7.
Options:
• If it is not a shift schedule, skip to
Step 8.
• If it is a shift schedule, click on the
Run action at start of Shift or
Run the action at end of Shift
radio button to define when you
want the action to run.
8.
Click Attach.
Centergy attaches the action to the
schedule and returns to the Agent
Manager dialog box.
9.
Click Close.
The Agent Manager dialog box closes.
Schedule Quality Monitoring from the Display Session Dialog Box
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens.
Or
• Click Displays on the Manager
toolbar.
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2.
Click an appropriate tab if several are
available.
3.
Choose a display session.
4.
Click Schedule Quality Monitor.
The Attach to Schedule dialog box
opens.
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Step
Action
Result
This option is only available for
display sessions that support quality
monitoring.
5.
Highlight one of the defined schedules
from the Select Schedule list.
The Description box displays what that
particular schedule does.
6.
Options:
• If it is not a shift schedule, skip to
Step 7.
• If it is a shift schedule, click on the
Run action at start of Shift or
Run the action at end of Shift
radio button to define when you
want the action to run.
7.
Click Attach.
Centergy attaches the action to the
schedule and returns to the Display
Sessions dialog box.
8.
Click Close.
The Display Sessions dialog box
closes.
Removing an Action from a Schedule
To remove an action from a schedule, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Schedules.
The Schedules dialog box opens.
Or
• Click Schedules on the Manager
toolbar.
2.
Highlight the schedule where the action
is attached.
3.
In the Actions assigned to selected
schedule list box, highlight an action to
remove.
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Step
Action
Result
4.
Click Remove.
The Delete Warning box appears.
5.
Click Yes.
Centergy removes the action from the
schedule.
6.
Click Close.
The Schedules dialog box closes.
Shifts
The Shifts tab of the Schedules dialog box enables a user to create, edit, and delete shifts.
A user can also review shift settings. The Defined Shifts list box displays shifts that have
previously been created for the call center. By highlighting an existing shift in the
Defined Shifts list box, a user can see the properties of the shift in the box below.
Shift Properties
The Shift Properties dialog box enables a user to assign a name, starting time, and
ending time for the shift. A shift can have any time range and can cross midnight. Time
ranges for shifts are very useful in reporting.
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Creating a Shift
To create a shift, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Schedules.
The Schedules dialog box opens.
Or
• Click Schedules on the Manager
toolbar.
2.
Click the Shifts tab.
3.
Click New.
4.
Type a name for the shift in the Shift
Name text box.
5.
Set the start time and end time for the
shift.
6.
Click Save.
The Shift Properties dialog box closes.
7.
Click Close.
The Schedules dialog box closes.
The Shift Properties dialog box opens.
Editing a Shift
To edit a defined shift, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Schedules.
The Schedules dialog box opens.
Or
• Click Schedules on the Manager
toolbar.
2.
Click the Shifts tab.
3.
Highlight a shift name from the
Defined Shifts list box.
The dialog box displays the start time
and end time of the shift.
4.
Click Edit/View.
The Shift Properties dialog box opens.
5.
Modify the shift properties.
6.
Click Save.
The Shift Properties dialog box closes.
7.
Click Close.
The Schedules dialog box closes.
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Schedules and Shifts
Viewing Shift Settings
To view shift settings, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Schedules.
The Schedules dialog box opens.
Or
• Click Schedules on the Manager
toolbar.
2.
Click the Shifts tab.
3.
Highlight a shift name in the Defined
Shifts list box.
The box below the Defined Shifts list
box describes the shift's properties.
4.
Click Close.
The Schedules dialog box closes.
Deleting a Shift
To delete a shift, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Schedules.
The Schedules dialog box opens.
Or
• Click Schedules on the Manager
toolbar.
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2.
Click the Shifts tab.
3.
Highlight a shift name from the
Defined Shifts list box.
4.
Click Delete.
The Delete Warning dialog box
appears.
5.
Click Yes.
Centergy returns to the Shifts tab of the
Schedules dialog box.
6.
Click Close.
The Schedules dialog box closes.
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Chapter 3
Folders and Sub-folders
Overview of Folders and Sub-folders
Folders and sub-folders are the foundation for creating display sessions, reports, and
quality monitoring sessions. Folders contain only sub-folders. Each sub-folder groups
agents, agent groups, or call types.
Folder and Sub-folder Organization
Centergy uses folders as organizational containers for sub-folders. A folder, which should
have a unique name, contains relevant sub-folders. A sub-folder contains individual data
items, such as agents, agent groups, and call types.
Folder and Sub-folder Types
Each folder and sub-folder can be one of three types.
Folder Type
Description
Individual
A folder or sub-folder created by an individual user. Only the
individual user can access that that folder or subfolder.
Prime
A folder or sub-folder that an administrator creates and assigns to
specific users.
Call Center
A folder or sub-folder that an administrator creates as a global
resource for an entire call center.
Sub-folder Classes
Each sub-folder can be one of three classes.
Sub-folder Class
Description
Team
A sub-folder that contains one or more individual agents,
providing very flexible organization of agents. Each agent can
appear in any number of team sub-folders.
Agent Group
A sub-folder that contains one or more agent groups. An agent
group is a grouping of agents that is defined on the Intecom
switch, and the contents cannot be changed.
Call Type
A sub-folder that contains one or more call types. The call type is
the equivalent of the Steering Pilot or Product Pilot on the Intecom
switch.
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Folders and Sub-folders
Individual Folders
The Individual Folders tab in the Folder Manager dialog box displays folders and
sub-folders that are currently available to a user. It enables a user to create, edit, delete,
and duplicate those folders and sub-folders.
When initially configuring Centergy, an administrator creates at least one Call Center or
Prime folder with a minimum of three sub-folders that contain agents, agent groups, and
call types. These folders and sub-folders should contain all of the resources that any user
needs in their scope of work. Each user can create their own folders and sub-folders using
these resources. The Individual Folders list for each user contains all of the folders and
sub-folders available to that user.
Resource Icons
The Individual Folder list displays any Prime or Call Center folders that a user can
access, as well as all of the individual folders and sub-folders that a user has created.
Folder and sub-folder icons indicate the type of resource.
Icon
Description
Individual Folder
Prime Folder
Call Center Folder
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Icon
Description
Agent Group Sub-folder
Call Type Sub-folder
Agent Sub-folder
Object Icons
The following table describes icons for objects within sub-folders.
Icon
Description
Individual Agent Group Data Object
Individual Agent Data Object
Individual Call Type Data Object
Create a New Folder
The Create <folder type> Folder dialog box enables a user to create a new folder by
entering a name for the folder and clicking the Save button. The new folder appears in the
list of available folders.
Creating a Folder
To create a new folder, do the following
A folder is the container for sub-folders. The sub-folders contain the data objects, such as
agents, agent groups, and call types.
Step
Action
Result
1.
Choose Manage > Folders.
The Folder Manager dialog box opens.
By default, the Individual tab is
selected.
2.
Click an appropriate tab if more than
one is available.
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Folders and Sub-folders
Step
3.
Action
Result
Click New <Folder Type> Folder.
The Create <Folder Type> Folder
dialog box opens.
The folder type reflects the active tab
in the Folder Manager.
4.
Type a new folder name in the Folder
Name text box.
5.
Click Save.
Centergy saves the new
folder and returns to the Folder
Manager dialog box.
6.
Click Close.
The Folder Manager dialog box closes.
Edit a Folder
The Edit <Folder Type> Folder dialog box enables a user to change the name of a folder.
Editing a Folder
To edit a folder, do the following:
You can only change a folder's name (because it is the container for sub-folders).
Step
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Action
Result
1.
Choose Manage > Folders.
The Folder Manager dialog box
opens. By default, the Individual tab
is selected.
2.
Click an appropriate tab if several are
available.
3.
Highlight the name of a folder to edit
from the <Folder Type> Folder list.
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Step
Action
Result
4.
Click Edit/View.
The Edit <Folder Type> Folder dialog
box opens.
5.
Type the new folder name in the
Folder Name text box.
6.
Click Save.
Centergy to the Folder Manager dialog
box. The folder has a new name.
7.
Click Close.
The Folder Manager dialog box
closes.
Copy Folder to a New Folder
The Copy Folder <Folder Name> to a New Folder dialog box enables a user to
duplicate a folder. A user can copy any Individual, Prime, or Call Center folder that
they have access to. When a folder is duplicated, all sub-folders under that folder are
also duplicated.
Duplicating a Folder
To duplicate a folder, do the following:
When Centergy duplicates a folder, it also copies the associated sub-folders.
Step
Action
Result
1.
Choose Manage > Folders.
The Folder Manager dialog box
opens. By default, the Individual tab
is selected.
2.
Click an appropriate tab if several are
available.
3.
Highlight the name of a folder to
duplicate from the <Folder Type>
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Folders and Sub-folders
Step
Action
Result
Folder list.
4.
Click Duplicate Folder.
The Copy folder <Folder Name> to a
new folder dialog box opens.
5.
Select the type of folder from the
Folder drop-down list.
6.
Type the new name In the Folder
Name text box.
7.
Click Save.
Centergy returns to the Folder Manager
dialog box. The new folder has the
same sub-folders as the original folder.
8.
Click Close.
The Folder Manager dialog box
closes.
Deleting a Folder
To delete a folder, Do the following:
When Centergy deletes a folder, it automatically deletes all associated
sub-folders.
Step
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Action
Result
1.
Choose Manage > Folders.
The Folder Manager dialog box
opens. By default, the Individual tab
is selected.
2.
Click an appropriate tab if several are
available.
3.
Highlight the folder name to be deleted
from the <Folder Type> Folder list.
4.
Click Delete.
The Delete Warning box appears.
5.
Click Yes.
Centergy returns to the Folder Manager
dialog box.
6.
Click Close.
The Folder Manager dialog box
closes.
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Sub-folders
The Sub-folder Properties dialog box enables a user to define the type and contents
of a sub-folder. A user can also include archived data when creating a sub-folder. See
"Inclusion of Archived Switch Data in Sub-folders" for details.
Inclusion of Archived Switch Data in Sub-folders
Centergy supports the inclusion of archived data for agents, agent groups, and call types
in sub-folders. The following figure shows a check mark next to "Include Archive Data"
in a sub-folder properties dialog box.
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Folders and Sub-folders
The check mark activates the inclusion of archive data in the sub-folder. Other Centergy
functions that use that sub-folder, such as display sessions and reports, obtain archived
data for the agents, agent groups, or call types in that sub-folder. Archived items include
switch data for agents, agent groups, and call types that were previously members of a
sub-folder that have since been removed.
Creating a Sub-folder
Use this procedure to create a sub-folder.
Initial Conditions
A parent folder is already available to contain the sub-folder.
Create a Sub-folder
Do the following:
Step
Action
Result
1.
Choose Manage > Folders.
The Folder Manager dialog box opens.
2.
Click an appropriate tab if several are
available.
3.
Highlight the parent folder for this
sub-folder.
4.
Click New Sub-folder.
5.
Type a name for the sub-folder in the
Folder Name text box.
6.
Select the folder type from the Folder
Type drop-down list.
7.
Click the Include Archived Data
check box to select or deselect the
option.
8.
Click the check box next to the agents,
agent groups or call types to include in
the new sub-folder.
•
•
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The Sub-Folder Properties dialog box
opens.
The Contents box lists items that
reflect your choice.
Use the standard Windows
shift+click or control+click method
to select more than one item in the
list.
You can also use the Select All
button or the Clear All button.
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Step
Action
Result
9.
Click Save.
The Sub-Folder Properties dialog box
closes.
10.
Click Close.
The Folder Manager dialog box closes.
Editing a Sub-folder
To edit a sub-folder, do the following:
Step
Action
Result
1.
Choose Manage > Folders.
The Folder Manager dialog box opens.
2.
Click an appropriate tab if several are
available.
3.
Expand or compress the desired folder
tree by using the Windows +/- signs.
4.
Click the sub-folder to modify.
The Edit/View button becomes
available (if you have permission to
edit the sub-folder).
5.
Click Edit/View.
The Sub-folder Properties dialog box
opens.
6.
Make appropriate changes.
•
•
•
•
You can change the name of the
sub-folder
You can add or remove resources
from the Contents list box.
Ensure that there is a check mark
in the box next to items to include
in the sub-folder.
You can also use the Select All
button and the Clear All button for
selecting.
7.
Click the Include Archived Data
check box to select or deselect the
option.
8.
Click Save.
Centergy returns to the Folder Manger
dialog box.
9.
Click Close.
The Folder Manager dialog box closes.
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Folders and Sub-folders
Copy Sub-folder to a New Sub-folder
The Copy Sub-folder < Sub-folder Name> to a New Folder dialog box enables a user
to copy an existing sub-folder to a new sub-folder. The new sub-folder has the same
contents as the original, but can then be modified independently.
Duplicating a Sub-folder
To duplicate a sub-folder and its contents, do the following:
Step
Action
Result
1.
Choose Manage > Folders.
The Folder Manager dialog box opens.
2.
Click an appropriate tab if several are
available.
3.
Click Duplicate Folder.
4.
Type a name for the sub-folder in the
Folder Name text box.
The Sub-Folder Properties dialog box
opens.
The folder type of duplicate sub-folders
cannot change.
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Step
Action
5.
Click the Include Archived Data
check box to select or deselect the
option.
6.
Click the check box next to the agents,
agent groups or call types to include in
the new sub-folder.
•
•
Result
Use the standard Windows
shift+click or control+click method
to select multiple items.
You can also use the Select All
button and the Clear All button for
selecting.
7.
Click Save.
Centergy returns to the Folder Manager
dialog box.
8.
Click Close.
The Folder Manager dialog box closes.
Deleting a Sub-folder
To delete a sub-folder, do the following:
Step
Action
Result
1.
Choose Manage > Folders.
The Folder Manager dialog box opens.
2.
Click an appropriate tab if several are
available.
3.
Expand or compress a folder by using
the Windows +/- signs.
4.
Highlight the sub-folder to be deleted.
5.
Click Delete.
The Delete Warning box appears.
6.
Click Yes.
Centergy returns to the Folder Manager
dialog box.
7.
Click Close.
The Folder Manager dialog box closes.
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Folders and Sub-folders
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Chapter 4
Reports
Overview of Reporting with Centergy
Centergy provides an array of standard report templates to capture and reflect call center
or contact center activity. The standard templates summarize historical data related to call
types, agent groups, and agent teams. For details on the report templates and statistics,
see the Centergy Reports Guide (590-2506).
Report Profiles
A user can create a profile that defines many properties for a report.
Property
Description
Report Template
A pre-defined report layout.
• Call Type
• Agent Group
• Team
• Transact
• Trunk
• Daily Rollup
• Interval
• Call Types, Agent Groups, Teams, Trunk and
their associated folders
• Trunks
• Date to run for Daily report
• Date and time to run for Interval reports
Report Type
Data Detail
Data Qualifiers
Date and Time Qualifiers
Printer Options
The user can have the report automatically print to a
specific printer.
Post-Processing
Post-processing commands can be run for the report
output.
E-mail
The report can be emailed to another destination.
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Reports
Report Types
Users can create report profiles of one of several types.
Report Types
Description
Individual
A report profile created by an individual user. Only the
individual user can access that report.
Prime
A report profile created by an administrator and assigned to
specific users.
Call Center
A report profile created by an administrator that is available
for use globally by all users within a call center.
Session Class
Choose between call type, agent group, or team sessions.
Report Styles and Terms
Style definitions are very important to understanding and using Centergy reports.
Report Styles
Centergy includes two report styles.
Style
Description
Daily Rollup
A report totals all statistics for the time and date range that
the report specifies.
Interval
A report includes statistics for the interval that a call center
configuration defines for its Interval Statistic Time.
Report Terminology
The following table defines terms related to reports in Centergy.
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Term
Definition
Interval Statistic Time
The frequency (either 5, 15, 30, or 60 minutes) in which
a Centergy Network Management Server (CNMS)
automatically synchronizes its call center statistics with
those of an associated switch.
Report Name
The name of the report (which may be entirely different
from the template name).
Report Template Name
The Crystal Reports template filename.
Report Title
The title of the report (which a user assigns to a report
profile when creating one).
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Term
Definition
Report Output
The actual report file after generation by a CNMS.
Report Profile
The set of parameters for a report. A user creates a
profile with all parameters, including statistic group
qualification, choice of report template, and report
qualifications.
Individual Reports
The Individual Reports tab of the Reports dialog box enables a user to create, edit, delete,
run, duplicate, and schedule Individual reports.
The following are the report profile icons used in the Reports Manager. The individual
tab includes at least two of these types.
Icon
Report Profile Type
Call Center Report Profile
Prime Report Profile
Individual Report Profile
Enabled Report Profiles
The Reports list shows enabled Individual report profiles.
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Reports
Disabled Report Profiles
When users disable a report template, the system disables all report profiles based upon
that template. A user can include disabled report profiles in the Reports list. A user can
also delete disabled Individual report profiles.
General Report Properties
The General tab enables a user to define a new report profile or modify an existing one. It
appears in the Create a New Report dialog box when a user creates a report, and appears
in the Report Properties dialog box when a user edits a report. The following figure
shows the dialog box for creating a new report profile. The dialog box for editing the
properties of an existing report profile is a bit different.
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Report Options
Reports are available for teams, agent groups, call types, transactions, and trunk use. A
report's style is either daily rollup or interval. The report source list contains only the
report templates that are appropriate to a user's selections, including:
•
Report printing options
•
Post Processing options
•
Email options
Report Printing Options
Options for printing reports include:
•
Print the report after it has run.
•
Delete the report after it is printed.
•
Choose the destination printer for the report output.
•
Select the printer for this report profile only.
If a report profile does not specify a printer for the report, the printer specified in the User
Preferences configuration produces the report. If the User Preferences configuration does
not specify a printer for reports, the printer specified in the Call Center configuration as
the default printer produces the report.
Post-Processing Options
Options to run commands after report generation stops include:
•
Run a command after the report is done
•
Choose the command and arguments
Email Options
Options to email report output include:
•
Choose to email the report.
•
Choose the target recipient.
View Properties for Reports
The View tab enables a user to select data qualifications for a report and the time and
date on which Centergy will run a report. It appears in the Create a New Report dialog
box when a user creates a report and appears in the Report Properties dialog box when a
user edits a report.
The term custom in this dialog box refers only to being able to choose a specific day and
time qualifier for a report.
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Reports
Daily Rollup Reports
The View tab for daily rollup reports does not provide a time range option.
Interval Reports
The View tab for interval reports provides a time range option.
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Creating a Report Profile
Use this six-stage procedure to create a report profile.
Stage
Description
1.
Create the report profile
2.
Define the general properties for the report profile
3.
Define the view properties for the profile
4.
Set the date range
5.
Select a time range for interval reports
6.
Save the report profile
When setting up the date qualifications, either type in a specific date or click on the
arrows to use a calendar.
Create the Report Profile
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Reports.
The Reports dialog box opens. By
default, the Individual tab is selected.
Or
• Click Reports on the Manager
toolbar.
2.
Click an appropriate tab if several are
available.
3.
Click New Report.
4.
Continue with "Define the General
Properties for the Report Profile."
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The Create a New Report dialog box
opens.
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Reports
Define the General Properties for the Report Profile
Do the following:
Step
Action
1.
Type a name for the profile in the Report Name text box.
2.
Type a description of the profile in the Description text box.
3.
Select a report type from the Report Type drop-down list.
4.
Select the data detail from the Data Detail drop-down list.
5.
Select a report source template from the Report Source drop-down list.
•
•
List entries vary based on the report type
The list also includes any available custom report templates
6.
Optional:
Click the box to Print Report After it is run so that it contains a check mark.
When this report printing is enabled, you can also click the box to Delete
Report After printing if you do not need to save the report output on disk.
7.
Optional:
Click the box to Run Command After report is run to have Centergy run a
command after it runs the report. Type the command and arguments.
See "Post-processing for Reports."
8.
Optional:
Click the box to Email Report After report is run to have Centergy send the
report to an e-mail account.
See "E-mail Reports Function."
9.
Continue with "Define the View Properties for the Report Profile."
Define the View Properties for the Report Profile
Do the following:
Step
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Action
Result
1.
Click the View tab.
The Selected Source Report reflects
the template name.
2.
Select the resource type from the
Select By drop-down list.
The dialog box lists resources of the
selected type.
3.
To include a resource in the report
profile, click the box next to the
resource's name so that it contains a
check mark.
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Step
Action
Result
You can also use the Select All button
or the Clear All button.
4.
Continue with "Set a Date Range."
Set a Date Range
Do the following:
Step
Action
1.
Select a date range type from the Type drop-down list. If you leave this set to
"Custom," select dates for the From: and To: drop-down calendars.
2.
Continue with "Select a Time Range for Interval Reports." If you are not defining
an interval-type report, skip to "Save the Report Profile."
Select a Time Range for Interval Reports
Do the following:
Step
1.
Action
Select a pre-defined shift from the Shift list box.
The From: and the To: boxes display the shift times.
2.
Options when selecting "Custom":
• Type a unique shift time range.
Or
• Use the up and down arrows to indicate the time.
3.
Continue with "Save the Report Profile."
Save the Report Profile
Do the following:
Step
Action
Result
1.
Click OK.
Centergy returns to the Reports dialog
box.
2.
Click Close.
The Reports dialog box closes.
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Reports
Editing a Report Profile
To edit a report profile, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Reports
The Reports dialog box opens. By
default, the Individual tab is selected.
Or
• Click Reports on the Manager
toolbar
2.
Click an appropriate tab if several are
available.
3.
Highlight a report profile name from
the Reports list.
4.
Click Edit/View.
5.
Make any necessary changes.
6.
Click OK.
Centergy returns to the Reports dialog
box.
7.
Click Close.
The Reports dialog box closes.
The Report Properties dialog box
opens.
Copy Report to a New Report
The Copy Report <Report Name> to a New Report dialog box enables a user to duplicate
a report profile. A user can select a report type and name the new report profile.
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Duplicating a Report Profile
Use this six-stage procedure to duplicate a report profile.
Stage
Description
1.
Duplicate a report profile
2.
Define the view properties for the report profile
3.
Set a date range
4.
Select a time range for interval reports
5.
Define the general properties for the report profile
6.
Save the report profile
Duplicate a Report Profile
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Reports.
The Reports dialog box opens. By
default, the Individual tab is selected.
Or
• Click Reports on the Manager
toolbar.
2.
Click an appropriate tab if several are
available.
3.
Highlight a report profile name from
the Reports list.
4.
Click Duplicate Report.
5.
Select a type for a the new report from
the Report drop-down list.
6.
Type a new report name in the Report
Name text box.
7.
Type a description for the new report in
the Description text box.
8.
Click OK.
9.
Continue with "Define the View
Properties for the Report Profile."
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The Copy report <report name> to a
new report dialog box opens.
Centergy opens the View tab of the
Reports dialog box. The Selected
Source Report reflects the name of the
template.
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Reports
Define the View Properties for the Report Profile
Do the following:
Step
Action
Result
1.
Select the resource type from the
Select By drop-down list.
The dialog box lists resources of the
selected type.
2.
To include a resource in the report
profile, click the box next to the
resource's name so that it contains a
check mark.
You can also use the Select All button
or the Clear All button.
3.
Continue with "Set a Date Range."
Set a Date Range
Do the following:
Step
Action
1.
Select a date range type from the Type drop-down list. If you leave this set to
"Custom," select dates for the From: and To: drop-down calendars.
2.
Continue with "Select a Time Range for Interval Reports." If you are not defining
an interval-type report, skip to " Define the General Properties for the Report
Profile."
Select a Time Range for Interval Reports
Do the following:
Step
1.
Action
Select a pre-defined shift from the Shift list box.
The From: and the To: boxes display the shift times.
2.
Options when selecting "Custom":
• Type a unique shift time range.
Or
• Use the up and down arrows to indicate the time.
3.
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Continue with "Define the General Properties for the Report Profile."
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Define the General Properties for the Report Profile
Do the following:
Step
1.
Action
Click the General Tab.
Centergy displays general properties of the report profile. The report type cannot
change. The name and description reflect the new information you have already
chosen
2.
Select the data detail from the Data Detail drop-down list.
3.
Select a report source template from the Report Source drop-down list.
•
•
List entries vary based on the report type
The list also includes any available custom report templates
4.
Optional:
Click the box to Print Report After it is run so that it contains a check mark.
When this report printing is enabled, you can also click the box to Delete Report
After printing if you do not need to save the report output on disk.
5.
Optional:
Click the box to Run Command After report is run to have Centergy run a
command after it runs the report. Type the command and arguments.
See "Post-processing for Reports."
6.
Optional:
Click the box to Email Report After report is run to have Centergy send the
report to an e-mail account.
See "E-mail Reports Function."
7.
Continue with "Save the Report Profile."
Save the Report Profile
Do the following:
Step
Action
Result
1.
Click OK.
Centergy returns to the Reports dialog
box.
2.
Click Close.
The Reports dialog box closes.
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Deleting a Report Profile
To delete a report profile, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Reports.
The Reports dialog box opens. By
default, the Individual tab is selected.
Or
• Click Reports on the Manager
toolbar.
2.
Click an appropriate tab if several are
available.
3.
Highlight a report profile name from the
Reports list.
4.
Click Delete.
The Delete Warning box opens.
5.
Click Yes.
Centergy deletes the profile and
returns to the Reports dialog box.
6.
Click Close.
The Reports dialog box closes.
Running a Report
To run reports, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Reports
The Reports dialog box opens. By
default, the Individual tab is selected.
Or
• Click Reports on the Manager
toolbar
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2.
Click an appropriate tab if several are
available.
3.
Highlight a report from the Reports list.
4.
Click Run.
Centergy displays a message that it
has submitted the selected report to
the Centergy Network Management
Server (CNMS) to be generated.
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Step
Action
5.
Click OK.
6.
Click Close.
Result
The Reports dialog box closes.
Report Messages
Centergy displays different messages after running reports.
Message
Example
Report Ready:
When the CNMS has
finished running the
report, Centergy
Messenger displays a
message that the report
is available.
Report Printed:
If the report profile
instructs the CNMS to
automatically print the
report after it has run,
Centergy Messenger
displays a message that
the report has been
printed.
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Scheduling a Report
Use this procedure to schedule the generation of a report.
Initial Conditions
The schedule to be used is already defined.
Schedule a Report
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Reports
The Reports dialog box opens. By
default, the Individual tab is selected.
Or
• Click Reports button on the
Manager toolbar
2.
Click an appropriate tab if several are
available.
3.
Highlight a report profile name from
the Reports list.
4.
Click Schedule.
The Attach to Schedule dialog box
opens.
5.
Highlight a schedule from the
Schedules list.
A description of the schedule appears
under the list box.
6.
Option for shift-type schedules only:
Click a radio button in the Options
for a Shift Schedule box to indicate
whether the report will run at the
beginning or end of a shift.
7.
Click Attach.
Centergy returns to the Reports dialog
box.
8.
Click Close.
The Reports dialog box closes.
View Report Output
The View Report Output tab of the Reports dialog box enables a user to preview, print,
delete, and copy report output. Centergy stores report output by username. The Report
Output list box shows all report output files that belong to the user.
Printed reports are printed at the printer specified in the Report Profile. If the Report
Profile does not specify a printer for reports, the printer specified in the User Preferences
configuration produces the report. If the User Preferences configuration does not specify
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a printer for reports, the printer specified in the Call Center configuration as the default
call center printer produces the report.
The Copy To button sends a completed report to an alternate location, such as a hard
drive or network drive.
Viewing Report Output
To view report output, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Reports.
The Reports dialog box opens. By
default, the Individual tab is selected.
Or
• Click Reports on the Manager
toolbar.
2.
Click the View Report Output tab.
3.
Highlight one report output file from
the Report Output list.
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Step
Action
Result
The Preview button is not available if
you select more than one report.
4.
Click Preview.
Centergy displays the report.
5.
Click Close.
The Reports dialog box closes.
Printer Selection for Reports
Users can specify printers for reports. Three different printer selection options are
possible:
•
Call center printer configuration (from the General Tab of the Call Center
Manager dialog box)
•
User preference printer selection (from the User Preferences dialog box)
•
Report profile printer selection (from the Report Properties dialog box when
creating a new report)
Call Center Printer Configuration
An administrator can configure a default printer for the entire call center from the
General Tab of the Call Center Manager.
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User Preferences Printer Selection
In the User Preferences dialog box, a user can choose a preferred printer. If a user does
not specify a preferred printer, then the printer specified in the Call Center configuration
produces reports. The default User Preferences printer is the Call Center's default printer.
Report Profile Printer Selection
When creating a new report, a user can specify a printer for report output in the Report
Properties dialog box. (Each report can have a different printer.)
If a report profile does not specify a printer, the printer specified in User Preferences
produces the report. If the User Preferences options do not specify a printer, then the
printer specified in the Call Center configuration produces reports.
The permission profile for a user must support "Printer Selection" to enable the user to
select a printer from a report profile.
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Printing a Report
To print a report, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Reports
The Reports dialog box opens. By
default, the Individual tab is selected.
Or
• Click Reports on the Manager
toolbar
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2.
Click the View Report Output tab.
3.
Highlight one or more report names
from the Reports list.
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Step
Action
•
•
Result
Use the standard Windows
shift+click or control+click method
to select multiple report files.
You can also use the Select All
button and the Clear All button.
4.
Click Print.
The following Centergy configuration
profiles, in the order of priority shown,
determine the printer:
1. Report Profile configuration
2. User Preference configuration
3. Call Center configuration
5.
Click Close.
The Reports dialog box closes.
Copy Report Output to a Directory
The Copy to Directory dialog box enables a user to copy report output to any destination
directory where the user has access, such as a PC drive or network drive. The ellipses
(three dots) button opens up a Windows-style tree for choosing the destination directory
for the report file. By default, the file name matches the report output name, but a user
can change the name of the new file.
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Copying Report Output to a Directory
Tto copy report output to a directory, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Reports.
The Reports dialog box opens. By
default, the Individual tab is selected.
Or
• Click Reports on the Manager
toolbar.
2.
Click the View Report Output tab.
3.
Highlight the names of any reports in
the Reports list.
Use the standard Windows shift+click
or control+click method to select
multiple report files.
You can also use the Select All button
and the Clear All button.
4.
Click Copy To.
5.
Click the ellipsis button ( ) and select
a destination, such as a location on your
C: drive, for the copy of the report.
6.
Click Copy.
Centergy returns to the View Report
Output tab.
7.
Click Close.
The Reports dialog box closes.
Deleting Report Output
To delete report output, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Reports.
The Reports dialog box opens. By
default, the Individual tab is selected.
Or
• Click Reports on the Manager
toolbar.
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2.
Click the View Report Output tab.
3.
Highlight one or more report files from
the Report Output list.
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Step
Action
Result
Use the standard Windows shift+click
or control+click method to select
multiple report files.
4.
Click Delete.
The Delete Warning box appears.
5.
Click Yes.
Centergy deletes the report output file.
6.
Click Close.
The Reports dialog box closes.
E-mail Reports Function
The e-mail reports feature enables an authorized user to send report output to specific
e-mail address. To enable this feature:
•
Check "Email the Report After it is Run."
•
Type the e-mail address in the Address list box.
E-mail Contents
The e-mail message contains:
•
A description of the event
•
The user name of the person who printed the report
•
The starting time of the report
•
The ending time of the report
The report output is an attachment of the e-mail message.
Addressing
The following e-mail addressing considerations apply:
•
Because the system does not provide address validation or security, a user must
type correct, properly formatted e-mail addresses into the address field.
•
A user may select multiple e-mail addresses, separated by a space or semicolon.
•
The system does not support e-mail address books.
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Post-processing for Reports
An authorized user can specify a command-line process to be executed after Centergy
runs a report. See "Setting Up Post-processing Commands."
In the Reports Dialog box, the user can:
•
Check "Run Command After Report is run" to activate the Command option
•
Input the command in the Command list box
•
Input arguments to pass to the application
The Command box is disabled unless the "Run Command After Report is Run" box
contains a check mark.
If a profile contains a post-processing command that is no longer available, Centergy
displays an error.
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If the command is not available at the time of report generation, Centergy displays an
error (if the user is logged in). Centergy stores the report in the normal report output
location, even if “Delete after printing” is enabled.
Setting Up Post-processing Commands
An administrator must make commands available on a CNMS to support this Centergy
feature.
Post-processing commands cannot have a GUI component that requires keyboard input.
Centergy servers cannot determine that a command has a GUI component.
•
The commands should be located in the \CCMS\Commands directory on the
CNMS
•
Post-processing commands can be any valid windows command (such as a Batch
file or executable).
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•
Post-processing commands have the following arguments:
Argument
Description
First argument
Full path to report output file
Second argument
User name
Third argument
Time report started
Fourth argument
Time report completed
Subsequent arguments
Optional (specified by user)
Examples
An example of command-line arguments seen by a C or C++ program:
Argument
Description
argv[0]
D:\CCMS\Commands\commandline.exe
argv[1]
D:\CCMS\CallCenter1\jdoe\ReportOutput\Testnoprinter_03142002145944.rpt
argv[2]
jdoe
argv[3]
3/14/2002 14:59
argv[4]
3/14/2002 15:00
argv[5]
Has the value of the first user argument specified in the report profile
An example of the arguments in a .bat or .cmd file:
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Argument
Description
%1
D:\CCMS\CallCenter1\jdoe\ReportOutput\Testnoprinter_0314200214594
4.rpt
%2
jdoe
%3
3/14/2002 14:59
%4
3/14/2002 15:00
%5
Has the value of the first user argument specified in the report profile
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Chapter 5
Display Sessions
Overview of Display Sessions
A display session is a real-time graphical or tabular view of call center or contact center
activity for agents, agent groups, agent teams, and call types. Users can define their own
display sessions or use display sessions defined by administrators.
Display Session Types
Each display session can be one of three administration levels, as described in the
following table.
Administration Level
Description
Individual
A display sessions created by an individual user. Only the
individual user can access that display session.
Prime
A display session created by an administrator and assigned
to specific users.
Call Center
A display session profile created by an administrator that
is available for use globally by all users within a call
center.
Display Session Classes
Each display session can provide information of one of four classes, as described in the
following table.
Display Session Type
Description
Team
Displays individual statistics for one or more agents.
Agent Group
Displays group statistics for one or more agent groups.
Agent by Agent Group
Displays statistics for the individual agents in an agent
group.
Call Type
Displays statistics for one or more call types.
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Display Session Options
The following table describes major options for each display session.
Option
Description
Session Type
The choice of call type, agent group, agent-by-agent
group, and team sessions.
Session Style
The choice between a table view and a graph view
session.
Statistics Update Interval
Defines the interval in which Centergy updates the
real-time displays. The default is three seconds.
Offline Agent Time-out
Defines the amount of time before Centergy removes
an agent who has gone offline from a display. If this is
set to "zero," Centergy never removes offline agents
from displays. Agents that have been removed from
the display can be added back at any time using this
timer.
Data Type
The data type to display. Choices can be by folder,
group, or the individual data item.
Column Statistics and
Thresholds
The statistics and statistic thresholds that will appear
in the session columns.
Quality Monitor Profile
The Quality Monitor choices for team sessions and
agent-by-agent group sessions.
Agent Detail
The column statistics and thresholds for the temporary
agent-by-agent group session that can be started from
the agent group session. This temporary session shows
statistics for the individual agents of the agent group
that is displayed in the main session. The session
closes when the main session closes.
Individual Display Sessions
The Individual Display Sessions tab of the Display Sessions dialog box enables a user to:
•
Create, edit, delete, run, and duplicate Individual display sessions
•
Schedule quality monitoring for team sessions and agent-by-agent group sessions
Only the creator of an individual session can view it.
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Session Icons
Each display session can have one of three administration levels, each reflected by a
different icon. The Individual Display Sessions list shows all three types of display
sessions, if available.
Icon
Description
The Individual Session Icon
The Prime Session Icon
The Call Center Session Icon
Display Session View Modes
Display sessions can appear as either a table or a graph.
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Display Sessions
Table View
The table view, as shown in the following figure, is the most common view mode for
display sessions.
Users can do the following to control tabular display sessions:
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•
Select the column statistics that appear. The first column is fixed as Agent ID,
Call Type ID, or Agent Group ID, depending on the type of session. A user can
select up to 15 additional statistics to display.
•
Set one or more thresholds for each statistic and specify the text and background
colors for the statistics at different thresholds. This technique creates visual
contrast between different statistics and between the same statistics at different
thresholds.
•
Configure quality monitoring settings for agent team and agent-by-agent group
sessions.
•
Use the Configure button on the session toolbar to quickly reconfigure the
current display session. Changes are immediate for everyone running a display
session after an authorized user makes and saves the configuration setting.
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•
Use the Refresh button on the session toolbar to immediately retrieve current
statistics from the Centergy Network Management Server (CNMS), rather than
waiting for the update interval (which defaults to three seconds).
•
Use the Snapshot button on the session toolbar to save the current session data to
a comma separated value (.csv) file. Other applications, such as Microsoft
Excel, can import .csv files.
•
Use the Rollup button on the session toolbar to obtain a summary or total from
the statistics of the individual columns. The CNMS provides calculated rollup
data for individual statistics. Rollup data appears on the top row of each column.
•
Use the Quality Monitor button on the session toolbar to start quality monitoring
(based on a user's quality monitoring profile).
Graph View
The graph view, as shown in the following figure, is an alternate view mode for display
sessions.
Users can do the following to control graphic display sessions:
•
Select a graph type from a pre-defined list.
•
Have the X-axis automatically scale to the window size or provide a fixed scale.
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Display Sessions
•
Use the Configure button on the session toolbar to quickly reconfigure the
current display session. Changes are immediate for everyone running a display
session after an authorized user makes and saves the configuration setting.
•
Use the Refresh button on the session toolbar to immediately retrieve current
statistics from the Centergy Network Management Server (CNMS), rather than
waiting for the update interval (which defaults to three seconds).
•
Use the Snapshot button on the session toolbar to save the current session data to
a comma separated value (.csv) file. Other applications, such as Microsoft
Excel, can import .csv files.
A graph session cannot be converted to a table view. To display the same date as both a
table and a graph, create two different sessions with the same elements and statistics.
General Display Session Properties
The General tab is part of either the Create a New Session or the <Session Type> Session
Properties dialog box. When an authorized user creates a new session, this dialog box is
titled "Create a New Session" until the user selects the type of session. The title then
changes to reflect the type chosen.
This tab enables a user to set the name, description, session type, and style for a display
session. A user can also set the Display Update Time Interval and the Automatic Agent
Offline Interval in this dialog box.
This dialog box also supports the creation of session templates.
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Data Types and Data Items for Display Sessions
The Display tab of the <Session Type> Session Properties dialog box enables a user to
choose the data type and data items for a display session. When the data type is "folders,"
the dialog box lists sub-folders. When the data type is an individual resource, such as
individual agents, the dialog box lists all available resources.
Clicking "Sub-folder" or "Folder" sorts the list based on the items in that column.
Display Session Columns
The Columns tab of the <Session Type> Session Properties dialog box enables a user to:
•
Add the statistics that will be displayed in the columns of the display session
•
Remove statistics from the list
•
Choose the order in which to display the statistics
•
Assign thresholds to the selected statistics
•
Delete all thresholds assigned to a statistic
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This dialog box also supports the creation of session templates.
Display Session Quality Monitoring Properties
The Quality Monitor tab of the Display Sessions dialog box enables a user to set the
quality monitoring profile for a display session. Quality monitoring is only available for
team sessions or agent-by-agent group sessions. The quality monitoring profile can be
different for each session.
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Agent Detail Columns for Agent Group Display Sessions
The Agent Detail Columns tab of the Agent Group Session Properties dialog box enables
a user to choose statistics and set thresholds for a temporary agent-by-agent group display
session. Each display session supports up to 15 statistics.
Agent group sessions display agent groups in rows; columns contain statistics for the
entire agent group rather than individual agents. While a session is running, a user can
right-click any agent group row and choose "View Detail" from the context menu. This
opens a temporary agent-by-agent group session that lists the individual agents from the
selected group.
Display Session Graph Properties
The Graph tab of the <Session Type> Properties dialog box enables a user to choose the
graph template and the scale of the graph.
A graph session cannot be converted to a table view. To display the same data as both a
table and a graph, create two different sessions with the same elements and statistics.
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Display Session Creation Modes
The Select Creation Mode dialog box enables a user to create a new display session either
with or without a display session template.
Using a template to create a display session saves time.
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Creating a display session without a template provides flexibility.
Creating a Display Session with a Session Template
Use this three-stage procedure to create a display session with a session template.
Stage
Description
1.
Create a session
2.
Set general properties for the display session
3.
Set display properties for the session
Initial Conditions
The Session Template is already created.
Create a Session
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
Or
• Click Displays on the Manager
toolbar.
2.
Select an appropriate tab if more than
one is available.
3.
Click New Session.
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The Select Creation Mode dialog box
opens.
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Step
Action
Result
4.
Click the Create from Templates
check box.
5.
Select the type from the Type list.
6.
Highlight a template from the
Template list.
7.
Click Create.
8.
Continue with "Set General Properties
for the Display Session."
The <Session Type> Session Properties
dialog box opens.
Set General Properties for the Display Session
Do the following:
Step
Action
1.
Type a session name in the Session Name text box.
2.
Type a description in the Description text box.
3.
Continue with "Set Display Properties for the Session."
Set Display Properties for the Session
Do the following:
Step
Action
Result
1.
Click the Display tab.
2.
Select the data type from the Data
Type drop-down list.
3.
Options:
• Click the check box of each item to
display in this session.
The dialog box lists items that reflect
your choice of data type.
Or
• Use the Select All button or the
Clear All button
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4.
Click OK.
Centergy returns to the Display
Sessions dialog box.
5.
Click Close.
The Display Sessions dialog box
closes.
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Creating a Display Session without a Session Template
To create a display session without a session template, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
Or
• Click Displays on the Manager
toolbar.
2.
Select an appropriate tab if more than
one is available.
3.
Click New Session.
The Select Creation Mode dialog box
opens.
4.
Click Create.
The Create a New Session dialog box
opens.
5.
Choose one of the following options to
complete the sessions:
• Continue with the "Set General
Display Session Properties" stage
in the "Creating a Table View
Display Session" procedure
Or
• Continue with the "Set General
Display Session Properties" stage
in the "Creating a Graph View
Display Session" procedure
Creating a Table View Display Session
Use this six-stage procedure to create a table view display session. For this procedure,
you do not use a session template.
Stage
Description
1.
Create a Session
2.
Set general display session properties
3.
Set display properties for the session
4.
Define the columns for the display session
5.
Define quality monitoring properties for a team or agent-by-agent group
Session (optional)
6.
Define agent details for a agent group session (optional)
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Create a Session
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box opens. By
default, the Individual tab is selected.
Or
• Click Displays on the
Manager toolbar.
2.
Select an appropriate tab if more
than one is available.
3.
Click New Session.
The Selection Creation Mode dialog box
opens.
4.
Click Create.
The Create a New Session dialog box opens.
By default, the General tab is selected.
5.
Continue with "Set General
Display Session Properties."
Set General Display Session Properties
Do the following:
Step
Action
1.
Select a display session type from the Session Type drop-down list.
2.
Type a session name in the Session Name text box.
3.
Enter a description of the session in the Description text box.
4.
Click the Table radio button to select the Session Style.
As a default, the Table radio button is active.
5.
Set the Display Update Time Interval in seconds.
The default is 3 seconds.
6.
Click in the check box to turn on the Automatic Agent Offline Interval. Type
the number of minutes in the Minutes text box.
This options is available only for team or agent-by-agent group sessions.
7.
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Continue with "Set Display Properties for the Season."
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Set Display Properties for the Session
Do the following:
Step
Action
1.
Click the Display tab.
2.
Select the data type from the Data Type
drop-down list.
3.
Options:
• Click the check box for each item this
session will display.
Result
The dialog box lists items that
reflect your choice of data type.
Or
• Use the Select All button or the Clear
All button.
4.
Continue with "Define the Columns for the
Display Session."
Define the Columns for the Display Session
Do the following:
Step
Action
1.
Click the Columns tab.
2.
Click Add Statistics.
3.
Highlight column statistics to display.
•
•
Result
The Add Statistics dialog box
opens.
Use the standard Windows shift+click
or control+click method to select
multiple statistics items.
Each session supports up to 15
statistics. The 16th column is always
an ID.
4.
Click Add.
5.
Use the Move Up and Move Down
buttons to reorder the statistics.
6.
Define thresholds for the column statistics,
if desired.
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Centergy adds the selected statistics
to the Column Statistics to Display
list and increments the counter.
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Step
Action
Result
7.
Click OK.
Centergy returns to the Display
Sessions dialog box.
8.
As options, skip to either of the following
and continue:
• "Define Quality Monitoring Properties
for a Team or Agent-by-Agent Group
Session"
• "Define Agent Details for an Agent
Group Session"
9.
Click Close.
The Display Sessions dialog box
closes.
Define Quality Monitoring Properties for a Team or Agent-by-Agent Group Session
Do the following:
Step
Action
Result
1.
Click the Quality Monitor tab.
2.
Define the Quality Monitor Profile
for this display session.
3.
Click OK.
Centergy returns to the Display
Sessions dialog box.
4.
Click Close.
The Display Sessions dialog box
closes.
Define Agent Details for an Agent Group Session
Do the following:
Step
Action
1.
Click on the Agent Detail Columns
tab.
2.
Click Add Statistics.
3.
Highlight column statistics to display.
•
•
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Result
The Add Statistics dialog box opens.
Use the standard Windows
shift+click or control+click method
to select multiple statistics items.
Each session supports up to 15
statistics. The 16th column is
always an ID.
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Step
Action
Result
4.
Click Add.
Centergy adds the selected statistics to
the Column Statistics to Display list
and increments the counter.
5.
Use the Move Up and Move Down
buttons to reorder the statistics.
6.
Define thresholds for the column
statistics, if desired.
7.
Click OK.
Centergy returns to the Display
Sessions dialog box.
8.
Click Close.
The Display Sessions dialog box
closes.
Creating a Graph View Display Session
Use this four-stage procedure to create any type of graph view display session. For this
procedure, you do not use a session template.
Stage
Description
1.
Create the Session
2.
Set general display session properties
3.
Set display properties for the sessions
4.
Select graph type for the display session
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Create the Session
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
Or
• Click Displays on the Manager
toolbar.
2.
Select an appropriate tab if more than
one is available.
3.
Click New Session.
The Selection Creation Mode dialog
box opens.
4.
Click Create.
The Create a New Session dialog box
opens. By default, the General tab is
selected.
5.
Continue with "Set General Display
Session Properties."
Set General Display Session Properties
Do the following:
Step
Action
1.
Select a display session type from the Session Type drop-down list.
2.
Type a unique session name in the Session Name text box.
3.
Type a description of the session in the Description text box.
4.
Click the Graph radio button to select the Session Style.
As a default, the Table radio button is active.
5.
Set the Display Update Time Interval.
The default is three seconds.
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Step
6.
Action
Click the appropriate check box to turn on the Automatic Agent Offline Interval
timer. Type the number of minutes in the Minutes text box.
This option is only for agent-by-agent group or team display sessions.
7.
Continue with "Set Display Properties."
Set Display Properties
Do the following:
Step
Action
1.
Click on the Display tab.
2.
Select the data type from the Data Type drop-down list.
The dialog box displays data items that reflect your choice of data type.
3.
Options:
• Click in the check box of each item in the list that should be displayed in this
session.
Or
• Use the Select All button and the Clear All button for selecting.
4.
Continue with "Select the Graph Type."
Select the Graph Type
Do the following:
Step
Action
1.
Click the Graph tab.
2.
Select the graph template from the
Select Graph Template drop-down
list.
3.
Options:
• Choose Automatic (selected by
default) and skip to Step 6.
Result
Or
• Choose Fixed Scale.
4.
Enter the Maximum X-axis value in
the text box.
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Display Sessions
Step
Action
Result
5.
Click OK.
Centergy returns to the Display
Sessions dialog box.
6.
Click Close.
The Display Sessions dialog box
closes.
Editing a Display Session
To edit a display session, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
Or
• Click Displays on the Manager
toolbar.
2.
Select an appropriate tab if more than
one is available.
3.
Highlight a session name from the
Sessions list.
4.
Click Edit/View.
5.
Make any necessary changes.
6.
Click OK.
Centergy returns to the Display
Sessions dialog box and immediately
applies changes to running sessions.
7.
Click Close.
The Display Sessions dialog box
closes.
The <Session Type > Session
Properties dialog box opens.
Copy Session to a New Session
The Copy Session <Session Name> to a New Session dialog box enables a user to
duplicate any accessible display session. The Duplicate Session button on the Display
Sessions main dialog box opens this dialog box.
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Duplicating a Display Session
Use this two-stage procedure to duplicate a display session.
Stage
Description
1.
Duplicate an existing session
2.
Set display properties for the new session
Duplicate an Existing Session
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
Or
• Click Displays on the Manager
toolbar.
2.
Select an appropriate tab if more than
one is available.
3.
Highlight a session name from the
Sessions list.
4.
Click Duplicate Session.
5.
Select the type of display session from
the Display Session drop-down list.
6.
Type the new display session name in
the Session Name text box.
7.
Type the description for the new
session in the Description text box.
8.
Click OK.
9.
Continue with "Set Display Properties
for the New Session."
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The "Copy Old Session <Session
Name> to a New Session" dialog box
opens.
The <Session Type> Properties dialog
box opens. The Display tab is selected
by default.
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Set Display Properties for the New Session
Do the following:
Step
Action
Result
1.
Select the data type from the Data
Type drop-down list.
A check mark appear next to items that
are valid for the new type of session.
2.
Click the box next to each item to be
displayed in this session so that each
contains a check mark.
•
•
The Select All button and the
Clear All button provide options
for selecting.
Available choices are based upon
session type, which cannot be
changed for duplicated sessions.
3.
Modify column statistics or thresholds.
4.
Modify settings on any remaining tabs.
5.
Click OK.
Centergy returns to the Display
Sessions dialog box.
6.
Click Close.
The Display Sessions dialog box
closes.
Deleting a Display Session
To delete a display session, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. The Individual tab is selected
by default.
Or
• Click Displays on the Manager
toolbar.
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2.
Select an appropriate tab if more than
one is available.
3.
Highlight the session name from the
Sessions list box.
4.
Click Delete.
The Delete Warning box appears.
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Step
Action
Result
5.
Click Yes.
Centergy deletes the session.
6.
Click Close.
The Display Sessions dialog box
closes.
Add Statistics to a Display Session
The Add Statistics dialog box enables a user to choose the statistics that will appear in a
display session. The session type determines which statistics are available.
Adding Column Statistics to a Display Session
Use this two-stage procedure to add additional column statistics to an existing display
session.
Stage
Description
1.
Choose the display session.
2.
Add the statistics
•
A single display session can include up to 15 column statistics. The sixteenth
column is always identification, either an agent ID, agent group DIRN, or call
type DIRN.
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•
A counter in the box below the Statistics list displays the current number of
selected statistics.
•
Whenever a user adds statistics to a running display session, Centergy updates
the session on every workstation that is running it.
Choose the Display Session
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
Or
• Click Displays on the Manager
toolbar.
2.
Select an appropriate tab if more than
one is available.
3.
Highlight the session name from the
Sessions list.
4.
Click Edit/View.
5.
Continue with "Add the Statistics."
The <Session Type> Session Properties
dialog box opens.
Add the Statistics
Do the following:
Step
Action
Result
1.
Click the Columns tab.
2.
Click Add Statistics.
3.
Highlight the column statistics that you
want to display.
The Add Statistics dialog box opens.
Use the standard Windows shift+click
or control+click method to select more
than one statistic.
4.
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Click Add.
Adds the selected statistics to the
Column Statistics to Display list and
increments the counter.
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Step
Action
Result
5.
Use the Move Up and Move Down
buttons to arrange the statistics in the
order to be displayed in the session.
6.
Define thresholds for the column
statistics, if desired.
7.
Click OK.
Centergy returns to the appropriate
Display Sessions dialog box.
8.
Click Close.
The Display Sessions dialog box
closes.
Removing Column Statistics from a Display Session
To remove column statistics from a display session, do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
•
Or
Click Displays on the Manager
toolbar.
2.
Select an appropriate tab if more than
one is available.
3.
Click a session name.
4.
Click Edit/View.
5.
Click the Columns tab.
6.
Highlight the statistic in the Column
Statistics to Display list.
7.
Click Remove Statistic.
8.
Click OK.
9.
Click Close.
The <Session Type> Session Properties
dialog box opens. The dialog box title
reflects the type of session.
Centergy removes the statistic from the
list.
The Display Sessions dialog box
closes.
Adding or Editing Thresholds for Agent States
Use this three-stage procedure to add or edit thresholds for agent state column statistics in
a display session.
Stage
Description
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Display Sessions
Stage
Description
1.
Add or edit agent state thresholds
2.
Select threshold conditions
3.
Save the thresholds
The State Agent statistic is the current agent state, such as, Unavailable, Offline, Work,
or Wrap. You can set thresholds so that each state has a unique cell background and text
color. When a state changes, the cell color, text color, or both change to reflect the state.
Initial Conditions
The display session is running.
Add or Edit Agent State Thresholds
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
Or
• Click Displays on the Manager
toolbar.
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2.
Select an appropriate tab if more than
one is available.
3.
Highlight a session name from the
Sessions list.
4.
Click Edit/View.
5.
Click the Columns tab.
6.
Highlight the State Agent statistic from
the Column Statistics to Display list.
7.
Click Modify.
8.
Continue with "Select Threshold
Conditions."
The <Session Type> Session Properties
dialog box opens. The dialog box title
reflects the type of session.
The Thresholds for State Agent dialog
box opens.
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Select Threshold Conditions
Do the following:
Step
Action
1.
Select the State Agent statistic from
the Select Column Condition 1 list.
2.
Select a statistic from the Select
Column Condition 2 drop-down list.
(Optional)
3.
Select an operator from the Select
Operator Condition 2 drop-down list.
(Optional)
4.
Select the state from the Enter
Threshold Value Condition 1 list.
5.
Enter a value in the Enter Threshold
Value Condition 2 text box.
(Optional)
6.
Set the text color from the Text Color
drop-down list.
7.
Set the background color from the
Background Color drop-down list.
8.
Click Add.
9.
Repeat Steps 1 through 8 until you
define all desired thresholds.
Result
As a default, the Select Operator
Condition 1 box contains "= (Equal)".
Centergy adds the threshold to the list.
Use the Move Up and Move Down
buttons to adjust a threshold position in
the list.
10.
Continue with "Save the Thresholds."
Save the Thresholds
Do the following:
Step
Action
Result
1.
Click Save.
Centergy returns to the <Session
Type> Properties dialog box.
2.
Click OK.
Centergy returns to the Display
Sessions dialog box. If you are running
the session, Centergy applies the
changes and additions immediately.
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Display Sessions
Step
3.
Action
Result
Click Close.
The Display Sessions dialog box
closes.
Example of Color Thresholds for Agent States
The following figure shows an example of thresholds for agent states.
Adding One Threshold to a Column Statistic
Use this three-stage procedure to add one threshold to one column statistic in a display
session.
Stage
Description
1.
Select a statistic
2.
Select operators, values, and colors
3.
Save the threshold
See the figure in "Example of One Threshold on One Statistic" for an example.
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Select a Statistic
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
•
Or
Click Displays on the Manager
toolbar.
2.
Select an appropriate tab if several are
available.
3.
Highlight a session name in the
Sessions list.
4.
Click Edit/View.
5.
Click the Columns tab.
6.
Highlight the statistic that will have a
threshold.
7.
Click Modify.
8.
Continue with "Select Operator, Value,
and Color."
The <Session Type> Session Properties
dialog box opens.
The Thresholds for <Statistic Name>
dialog box opens. The title of the
dialog box reflects the name of the
statistic that you have selected.
Select Operator, Value, and Color
Do the following:
Step
Action
1.
Select a statistic from the Select
Column Condition 1 drop-down list. It
can be the same statistic or a different
one.
2.
Select an operator from the Select
Operator Condition 1 drop-down list.
3.
Enter a value in the Enter Threshold
Value Condition 1 text box.
4.
Select the text color from the Text
Color drop-down list.
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Result
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Display Sessions
Step
Action
5.
Select the background color from the
Background Color drop-down list.
6.
Click Add.
7.
Continue with "Save the Threshold."
Result
The new threshold is added to the list
box below and shows the background
and text colors that you have selected.
Save the Threshold
Do the following:
Step
Action
Result
1.
Click Save.
Centergy returns to the <Session
Type> Properties dialog box.
2.
Click OK.
Centergy returns to the Display Session
dialog box. If you are running the
session, Centergy applies the changes
and additions immediately.
3.
Click Close.
The Display Sessions dialog box
closes.
Example of One Threshold on One Statistic
In this example, when the Calls Rcvd - Count is greater than five, the cell in the display
session changes to black text on a red background.
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Adding Multiple Thresholds to One Statistic
Use this three-stage procedure to add multiple thresholds to one statistic.
Stage
Description
1.
Select the statistic
2.
Select operators, values, and colors
3.
Save the threshold
•
Multiple thresholds assigned to a statistic must be listed in the appropriate order
for the thresholds to function properly. If you change a condition operator after
you have created a threshold, the operators for all thresholds in that condition
will also change.
•
The graphic in "Example: Adding Thresholds to the Calls Rcvd - Count Statistic"
shows multiple thresholds on one statistic.
Initial Conditions
The display session has already been created.
Select the Statistic
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. The Individual tab is selected by
default.
•
Or
Click Displays on the Manager
toolbar.
2.
Select the appropriate tab if you have
more than one tab available.
3.
Highlight a session name from the
Sessions list.
4.
Click Edit/View.
5.
Click the Columns tab.
6.
Highlight the statistic that will have the
thresholds from the Column Statistics
to Display list.
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The <Session Type> Session Properties
dialog box opens.
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Step
Action
Result
7.
Click Modify
The Thresholds for <Statistic Name>
dialog box opens. The title of the
dialog box reflects the name of the
statistic that you just selected.
8.
Continue with "Select Operators,
Values, and Colors."
Select Operators, Values, and Colors
Do the following:
Step
1.
Action
Result
Select a statistic from the Select
Column Condition 1 drop-down list.
It can be the same statistic or a
different one.
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2.
Select a statistic from the Select
Column Condition 2 drop-down list.
(Optional)
3.
Select an operator from the Select
Operator Condition 1 drop-down list.
4.
Select an operator from the Select
Operator Condition 2 drop-down list.
(Optional)
5.
Enter a value in the Enter Threshold
Value Condition 1 text box.
6.
Enter a value in the Enter Threshold
Value Condition 2 text box.
(Optional)
7.
Select a text color from the Text Color
drop-down list.
8.
Select a background color from the
Background Color drop-down list.
9.
Click Add.
10.
Repeat Steps 5 through 9 to add more
thresholds to this statistic.
The new threshold is now listed in the
box below.
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Step
Action
Result
11.
Use the Move Up and Move Down
buttons to adjust a threshold position in
the list and ensure that the thresholds
are listed in the appropriate order.
12.
Continue with "Save the Threshold."
Save the Threshold
Do the following:
Step
Action
Result
1.
Click Save.
Centergy returns to the <Session
Type> Properties dialog box.
2.
Click OK.
Centergy returns to the Display
Sessions dialog box. If you are running
the session, Centergy applies the
changes and additions immediately.
3.
Click Close.
The Display Sessions dialog box
closes.
Example: Adding Thresholds to the Calls Rcvd – Count Statistic
The Condition 1 and Condition 2 list boxes at the bottom of the dialog box show the four
thresholds. The text boxes above reflect only the last threshold set.
Threshold
Description
1
When the Calls Rcvd - Count is less than or equal to five, the cell in
the display session is black text on a green background.
2
When the count is less than or equal to ten, the cell changes to black
text on a yellow background.
3
When the count is less than or equal to 15, the cell changes to white
text on a purple background.
4
When the count is less than or equal to 20, and the State Available
Time is less than ten seconds, the cell changes to black text on a red
background.
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Display Sessions
Example of Multiple Thresholds on One Statistic
The following figure shows one statistic with several thresholds.
Adding a Threshold with Two Conditions
Use this three-stage procedure to add a threshold to a column statistic with two
conditions.
Stage
Description
1.
Select the statistic
2.
Select operators, values, and colors
3.
Save the threshold
These procedures are generic. However, the figure in "Example of a Threshold with Two
Conditions" shows a threshold on the State Agent statistic with two conditions.
Initial Conditions
The display session is already created.
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Select the Statistic
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
•
Or
Click Displays on the Manager
toolbar.
2.
Select an appropriate tab if more than
one is available.
3.
Highlight a session name from the
Sessions list.
4.
Click Edit/View.
5.
Click the Columns tab.
6.
Highlight the statistic that will have the
threshold from the Column Statistics
to Display list.
7.
Click Modify.
8.
Continue with "Select Operators,
Values, and Colors."
The <Session Type> Session Properties
dialog box opens.
The Thresholds for <Statistic Name>
dialog box opens. The title of the
dialog box reflects the name of the
statistic that you selected.
Select Operators, Values, and Colors
Do the following:
Step
1.
Action
Result
Select a statistic from the Select
Column Condition 1 drop-down list.
You can select the same statistic or a
different one.
2.
Select a statistic from the Select
Column Condition 2 drop-down list.
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Display Sessions
Step
Action
Result
3.
Select an operator from the Select
Operator Condition 1 drop-down list.
4.
Select an operator from the Select
Operator Condition 2 drop-down list.
5.
Enter a value in the Enter Threshold
Value Condition 1 list box.
6.
Enter a value in the Enter Threshold
Value Condition 2 list box.
7.
Select a text color from the Text Color
drop-down list.
8.
Select a cell background color from the
Background Color drop-down list.
9.
Click Add.
10.
Continue with "Save the Threshold."
The box lists the new threshold with
both the Condition 1 and Condition 2
properties.
Save the Threshold
Do the following:
Step
Action
Result
1.
Click Save.
Centergy returns to the <Session
Type> Session Properties dialog box.
2.
Click OK.
Centergy returns to the Display
Sessions dialog box. If you are running
the session, Centergy applies the
changes and additions immediately.
3.
Click Close.
The Display Sessions dialog box
closes.
Example of a Threshold with Two Conditions
For this example, State Agent is the selected column statistic.
When
Then
The State Agent - Time is greater than 180
seconds,
The background color of the cell changes
to red and the text color changes to black.
And
The Agent State is "Available".
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Deleting Column Statistic Thresholds
Use this two-stage procedure to delete column statistic thresholds in a display session.
Stage
Description
1.
Select the statistic
2.
Delete all thresholds from a statistic
Or
Delete individual thresholds from a statistic
Select the Statistic
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
Or
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Step
Action
•
Result
Click Displays on the Manager
toolbar.
2.
Select an appropriate tab if more than
one is available.
3.
Highlight a session name in the
Sessions list.
4.
Click Edit/View.
5.
Click the Columns tab.
6.
Highlight the column statistic from the
Column Statistics to Display list.
7.
Continue with the procedure to
either "Delete All Thresholds from
One Statistic" or to "Delete Individual
Thresholds from a Statistic."
The <Session Type> Session Properties
dialog box opens.
Any thresholds currently assigned to
this statistic are listed in the Thresholds
for Selected Column Statistics list box.
Delete All Thresholds from One Statistic
Do the following:
Step
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Action
Result
1.
Click Delete All.
The Delete Warning box appears for
confirmation.
2.
Click Yes.
Centergy deletes all thresholds are
continues to display the <Session
Type> Session Properties dialog box.
3.
Click OK.
Centergy returns to the Display
Sessions dialog box. If you are running
the session, Centergy applies the
changes and additions immediately.
4.
Click Close.
The Display Sessions dialog box
closes.
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Delete Individual Thresholds from a Statistic
Do the following:
Step
Action
Result
1.
Click the Modify button next to the
Thresholds for Selected Column
Statistic list box.
2.
Highlight a threshold to delete from
the threshold list at the bottom of the
dialog box.
3.
Click Remove.
Centergy removes the threshold from
the list.
4.
Click Save.
Centergy returns to the <Session
Type> Session Properties dialog box.
5.
Click OK.
Centergy returns to the Display
Sessions dialog box.
6.
Click Close.
The Display Sessions dialog box
closes.
Scheduling Quality Monitoring
Use this procedure to schedule quality monitoring to run at another time.
Initial Conditions
•
A schedule is available for quality monitoring
•
The display session has a Quality Monitor profile
Schedule Quality Monitoring
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
•
2.
Or
Click Displays on the Manager
toolbar.
Select an appropriate tab if more than
one is available.
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Step
Action
3.
Highlight a team or agent-by-agent
group display session from the
Sessions list.
4.
Click Schedule Quality Monitor.
Result
The Attach to Schedule dialog box
opens.
This button is enabled only if the
session has a Quality Monitor profile.
5.
Highlight a schedule from the Select
Schedule list box.
The dialog box displays a description
of the schedule. The Options for a Shift
Schedule radio button is available for a
Shift-type schedule.
6.
Select shift schedule options, if
necessary.
7.
Click Attach.
Centergy attaches the quality
monitoring session to the selected
schedule and returns to the Display
Sessions dialog box.
8.
Click Close.
The Display Sessions dialog box
closes.
Setting the Background Color for Display Sessions
To set background colors for the different types of display sessions, do the following:
Step
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Action
Result
1.
Choose Tools > User Preferences.
The User Preferences dialog box
opens.
2.
In the Category drop-down list in the
Default Session Background Color
Options area, select a session type.
3.
Select the background color for that
session type in the Color drop-down
menu.
4.
Click Save.
The User Preferences dialog box
closes.
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Running a Display Session
To run a display session, do the following:
•
You can run six display sessions at the same time on the workspace
•
You can start more than one session at a time
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. By default, the Individual tab is
selected.
•
Or
Click Displays on the Manager
toolbar.
2.
Select an appropriate tab if more than
one is available.
3.
Highlight one or more sessions from
the Sessions list.
4.
Click Run.
Centergy runs display sessions in the
main workspace.
View Statistic Formulas from a Display Session
The Statistic Formula dialog box displays the formula that Centergy uses to calculate the
value of a selected statistic. A user can access this dialog box by right-clicking on the
column statistic and choosing View Formula from the context menu.
Existing Formula
The following figure shows a formula in the Statistic Formula dialog box.
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No Formula
The following figure shows the Statistic Formula dialog box for a statistic that does not
have an associated formula.
Viewing a Statistic Formula from a Display Session
Use this procedure to view a statistic formula from a running display session.
Initial Conditions
The display session is running.
View a Formula from a Display Session
Do the following:
Step
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Action
Result
1.
Right-click any one-column statistic.
A context menu appears.
2.
Select View Formula.
If the statistic has an existing formula,
the Statistic Formula box displays it.
Otherwise, Centergy displays a message
that a formula is not available.
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Rolling Up the Statistics in a Running Display Session
Centergy can include a summary of Column statistics in "rollup" row for a display
session. Use this procedure to show a statistical rollup in a running display session. For
information on the statistics reported in the rollup row, see the Centergy Reports Guide
(590-2506).
Initial Conditions
The display session is running.
Show a Statistical Rollup
Do the following:
Step
1.
2.
Action
Click the Rollup Statistics
on the display session toolbar.
Result
button
Centergy displays the Rollup Statistics
row as the new top row of the session,
directly under the column names. The
rollup provides totals or averages,
based on the statistic type.
Click the Rollup Statistics button again
to remove the rollup row.
Rollup Statistics in a Display Session
The following figure shows a row with rollup statistics on a display session.
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Refreshing Statistics in a Display Session
Use this procedure while a display session is running to refresh the session's statistics.
Initial Conditions
The display session is running.
Refresh Display Session Statistics
Do the following:
Step
1.
Action
Result
Click the Refresh Now
button on
the display session toolbar.
Centergy provides the latest available
data to the display session regardless
of the session's refresh timer setting.
Changing the Column Order in a Display Session
Use either of two methods to change the order of columns in a display session.
Method
Description
1.
Change column order in a running session
2.
Change column order from the columns tab.
Change Column Order in a Running Session
Do the following:
Step
Action
1.
Run the display session.
2.
Highlight a column to move and choose the destination location.
3.
Click and drag the column to the new location.
The columns appear in the new order.
Change Column Order from the Columns Tab
Do the following:
Step
1.
Action
Result
Options:
• Choose Manage > Display
Sessions.
The Display Sessions dialog box
opens. The Individual tab is selected by
default.
•
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Or
Click Displays on the Manager
toolbar.
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Step
Action
Result
2.
Select an appropriate tab if more than
one is available.
3.
Highlight a session name from the
Sessions list.
4.
Click Edit/View.
5.
Click the Columns tab.
6.
Use the Move Up and Move Down
buttons to arrange the statistics in the
order to be displayed in the session.
7.
Click OK.
Centergy returns to the Display
Sessions dialog box.
8.
Click Close.
The Display Sessions dialog box
closes.
The <Session Type> Session Properties
dialog box opens.
Sorting Items in Display Session Columns
Use this procedure to change the order of items in the columns of a display session.
Centergy reorganizes all of the display items based on the contents of the column you
select. Numerical items appear either from least to greatest or from greatest to least.
Other items appear either alphabetically or in reverse alphabetical order.
Sort Items in Display Session Columns
Do the following:
Step
Action
Result
1.
Right-click on the column to sort.
A context menu appears.
2.
Choose Column Sort.
Centergy reorders all of the items in the
display session based on the contents
of the selected column.
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Column Sort Command in a Display Session
The following figure shows the option to sort display items.
Agent Move from Display
The Agent Move from Display dialog box enables a user to move agents from one group
to another. It is accessed by a right-click in an agent row and selecting Agent Move from
the context menu.
The Move to Specific Agent Group or the Return to Default Home Group radio buttons
define the type of move to be made. The Move button initiates the move.
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The Agent Move from Display Dialog Box
The following dialog box controls agent moves.
Moving Agents from a Display Session
Use this procedure to move one or more agents to another agent group from a running
display session.
Initial Conditions
•
The home agent group has been defined for the agents in the chosen team or
agent-by-agent group display session.
•
The display session is running.
Move Agents from One Agent Group to Another
Do the following:
Step
1.
Action
Result
Highlight the agents to move by
clicking in the agent row in the display
session.
Use the Windows standard shift+click
or control+click methods to select
multiple agents.
2.
Right-click on any agent row in the
session.
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Step
Action
Result
3.
Select Agent Move from the context
menu.
The Agent Move from Display dialog
box opens. The Selected Agents list
box displays all of the agents that you
have chosen.
4.
Options for selecting the destination
group:
• Click on the Return to Default
Home Group radio button.
•
Or
Click on the Move to Specific
Agent Group radio button.
To move agents to a specific group,
choose the group from the group list.
5.
Click Move.
Centergy sends the move request to an
Intecom switch.
6.
Click Close.
Centergy returns to the display session
in the main workspace.
Quality Monitoring from a Display Session
Use this procedure to initiate quality monitoring from a display session. This procedure
contains the following methods to start and stop quality monitoring.
Method
Description
1.
Use the Quality Monitor button to start monitoring
2.
Use the Quality Monitor button to stop monitoring
3.
Control quality monitoring from the Context menu
4.
Stop quality monitoring from the Context menu
Quality monitoring from a display session is available only in agent or agent-by-agent
group display sessions.
Initial Conditions
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•
The Quality Monitor profile has been defined for the session
•
The display session is running
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Use the Quality Monitor Button to Start Monitoring
Do the following:
Step
1.
Action
Result
Click the Quality Monitor button
The Start Quality Monitor dialog box
opens.
on the display session toolbar.
2.
Click Yes.
Quality monitoring starts.
Use the Quality Monitor Button to Stop Monitoring
Do the following:
Step
Action
Result
1.
Click the Quality Monitor button
again.
The Stop Quality Monitor dialog box
opens.
2.
Click Yes.
Quality monitoring stops.
Control Quality Monitoring from the Context Menu
Do the following:
Step
Action
1.
Right-click on an agent row in the
display session.
2.
Choose Quality Monitor from the
context menu.
3.
Options:
• Click on Listen
Result
Or
• Click on Record
4.
Right click on the agent row again.
5.
Choose Quality Monitor from the
context menu.
6.
Choose from the following in the next
context menu:
• Stop monitoring.
• Choose a different type of
monitoring. You can choose Silent,
Coach, or Active.
• Choose to go on to the next call by
choosing Next Call.
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Display Sessions
Stop Quality Monitoring from the Context Menu
Do the following:
Step
Action
1.
Right-click again on an agent row in
the display session.
2.
Choose Stop from the context menu.
Result
Quality monitoring stops.
Right Click on Agent Row to Start Monitor from a Display Session
The following figure shows the option to start quality monitoring from a display session.
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Stop Monitor or Change Monitor Properties from a Display Session
The following figure shows the option to stop or change quality monitoring from a
display session.
Changing Quality Monitoring Properties from a Running Display
Session
Use this procedure to change the monitoring properties from a running display session.
You can change the type of monitoring or you can proceed to the next call.
Only agent and agent-by-agent group display sessions support quality monitoring.
Initial Conditions
•
The Quality Monitor profile has been defined for the session.
•
The display session is running.
•
Quality monitoring is running.
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Change Monitoring Properties
Do the following:
Step
Action
Result
1.
Right-click the agent row that indicates
active quality monitoring.
2.
Choose Quality Monitor from the
context menu.
3.
Choose from the following in the next
context menu:
• Stop monitoring
• Choose either Silent, Coach, or
Active as the type of monitoring
• Choose Next Call to monitor the
next call
Centergy changes monitoring based on
your choices.
Quality Monitoring Options from a Display Session
The following figure shows the options to change quality monitoring properties.
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Sending a Message from a Display Session
Use this procedure to send a message from a running display session.
Only team and agent-by-agent group sessions support messaging.
Initial Conditions
A display session is running.
Send a Message
Do the following:
Step
1.
Action
Result
Highlight one or more agent rows from
the session.
Use the Windows shift+click or
control+click method to select multiple
message recipients.
2.
Right-click any agent rows.
A context menu appears.
3.
Choose Send Message.
The Centergy Messenger opens.
4.
Follow the instructions in "Sending a
Message with the Centergy Messenger."
Send Message Option
The following figure shows the option to send a message from a display session.
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Search in a Display Session
Centergy enables a user find an item in a display session. Different searches are possible
for different types of display sessions.
Display Session
Possible Searches
Agent display session
Agent ID, agent DIRN, agent group name
Agent group display session
Agent group DIRN or name
Call type display session
Call type ID, call type DIRN, call type name
When a search finds an item, Centergy highlights the row that contains the item. A user
can search by typing in one or more characters of a name. If the search finds multiple
matches, Centergy shows the results in a list, from which a user can choose (see
"Multiple Matches for a Search in a Display Session).
Agent Search
The Search Agent dialog box enables a search in an agent display session.
Agent Group Search
The Search Agent Group dialog box enables a search in an agent group display session.
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Call Type Search
The Search Call Type dialog box enables a search in a call type display session.
Multiple Matches for a Search in a Display Session
When a search from a display session finds multiple matches, the Find Select dialog box
provides a list of all matching items, from which a user can choose.
Searching for an Agent in a Display Session
Use one of two methods to search for an agent in a display session.
Method
Description
1.
Use the Search button to find an agent in a display session
2.
Right-click in a display session to find an agent
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Use the Search Button to Find an Agent in a Display Session
Do the following:
Step
1.
2.
Action
Click on the Search button
display session toolbar
Result
on the
The Search Agent dialog box opens.
Continue with either "Use a Known ID,
DIRN, or Name to Find an Agent" or
"Use a Partial Name to Find an Agent."
Right-click in a Display Session to Find an Agent
Do the following:
Step
Action
Result
1.
Right-click anywhere on the display
session screen.
The context menu opens.
2.
Click Locate Agent.
The Search Agent dialog box opens.
3.
Continue with either "Use a Known ID,
DIRN, or Name to Find an Agent" or
"Use a Partial Name to Find an Agent."
Locate Agent Option
The following figure shows the Locate Agent option in a display session.
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Use a Known ID, DIRN, or Name to Find an Agent
Do the following:
Step
Action
Result
1.
Click either the ID, DIRN, or NAME
radio button.
2.
Type a complete ID, DIRN, or name.
Centergy finds the item in the display
session and highlights the line.
3.
Click OK.
Centergy highlights the line in the
display session for that entry.
Use a Partial Name to Find an Agent
Do the following:
Step
Action
1.
Click the NAME radio button.
2.
Type a search string in the Select a
Name text box.
Result
The search string can contain one or
more characters of a name.
3.
Click OK.
4.
Click the correct entry.
5.
Click OK.
The Find Select dialog box opens. It
contains a list of possible matches.
Centergy highlights the line in the
display session for that entry.
Searching for an Agent Group in a Display Session
Use one of two methods to search for an agent group in a display session.
Method
Description
1.
Use the Search Button to find an agent group in a display session
2.
Right-Click in a display session to find an agent group
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Display Sessions
Use the Search Button to Find an Agent Group in a Display Session
Do the following:
Step
1.
2.
Action
Click the Search button
display session toolbar.
Result
The Search Agent Group dialog box
opens.
on the
Continue with either "Use a Known ID,
DIRN, or Name to Find an Agent
Group" or "Use a Partial Name to Find
an Agent Group."
Right-Click in a Display Session to Find an Agent Group
To find an agent group in a display session:
Step
Action
Result
1.
Right-click anywhere on the display
session screen.
The context menu opens.
2.
Click Locate Agent Group.
The Search Agent Group dialog box
opens.
3.
Continue with either "Use a Known ID,
DIRN, or Name to Find an Agent
Group" or "Use a Partial Name to Find
an Agent Group."
Locate Agent Group Option
The following figure shows Locate Agent Group option in a display session.
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Use a Known ID, DIRN, or Name to Find an Agent Group
Do the following:
Step
Action
Result
1.
Click either the ID, DIRN, or NAME
radio button.
3.
Type a complete target ID, DIRN, or
name.
Centergy finds the item in the display
session and highlights the line.
2.
Click OK.
Centergy highlights the line in the
display session for that entry.
Use a Partial Name to Find an Agent Group
Do the following:
Step
Action
1.
Click the NAME radio button.
2.
Type a search string in the Select a
Name text box.
Result
The search string can contain one or
more characters of a name
3.
Click OK.
4.
Click the correct entry.
5.
Click OK.
The Find Select dialog box opens. It
contains a list of possible matches.
Centergy highlights the line in the
display session for that entry.
Searching for a Call Type in a Display Session
Use one of two methods to search for a call type in a running display session.
Method
Description
1.
Use the Search Button to find a call type in a display session
2.
Right-Click in a display session to find a call type
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Use the Search Button to Find a Call Type in a Display Session
Do the following:
Step
1.
2.
Action
Click on the Search button
display session toolbar.
Result
on the
The Search Call Type dialog box
opens.
Continue with either "Use a Known ID,
DIRN, or Name to Find a Call Type"
or "Use a Partial Name to Find a Call
Type."
Right-Click in a Display Session to Find a Call Type
Do the following:
Step
Action
Result
1.
Right-click anywhere on the display
session screen.
The context menu opens.
2.
Click Locate Call Type.
The Search Call Type dialog box
opens.
3.
Continue with either "Use a Known ID,
DIRN, or Name to Find a Call Type"
or "Use a Partial Name to Find a Call
Type."
Locate Call Type Option
The following figure shows the Locate Call Type option in a display session.
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Use a Known ID, DIRN, or Name to Find a Call Type
Do the following:
Step
Action
Result
1.
Click either the ID, DIRN, or NAME
radio button.
2.
Type a complete ID, DIRN, or name.
Centergy finds the item in the display
session and highlights the line.
3.
Click OK.
Centergy highlights the line in the
display session for that entry.
Use a Partial Name to Find a Call Type
Do the following:
Step
Action
1.
Click the NAME radio button.
2.
Type a search string in the Select a
Name text box.
Result
The search string can contain one or
more characters of a name.
3.
Click OK.
4.
Click the correct entry.
5.
Click OK.
The Find Select dialog box opens. It
contains a list of possible matches.
Centergy highlights the line in the
display session for that entry.
Saving the Layout of a Display Session
Use one of two methods to save the layout of a display session to a spreadsheet file.
Method
Description
1.
Use the Session Layout button to save a layout.
2.
Save a display session layout from the Context Menu.
Initial Conditions
A display session is running.
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Use the Session Layout Button to Save a Layout
Do the following:
Step
1.
Action
Result
Centergy saves the layout.
Click the Save Session Layout
button on the display session toolbar.
Save a Display Session Layout from the Context Menu
Do the following:
Step
Action
Result
1.
Run the display session.
2.
Right-click anywhere within the
display session.
3.
Choose Save Layout from the context
menu.
Centergy saves the layout (but does not
provide an indication).
Session Control to Save Layout
The following figure shows the control to save a display session layout.
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Exporting a Snapshot of a Display Session to a Spreadsheet
Use this procedure to take a snapshot of the statistics of a display session and save it to a
spreadsheet file.
Initial Conditions
A display session is running.
Export a Snapshot of Session Statistics
Do the following:
Step
1.
Action
Result
Click the Snapshot Data
button
on the display session toolbar.
2.
Select the destination folder and enter
the desired filename.
3.
Click Save.
Centergy saves the snapshot of data as
a .csv file.
4.
Open the file in Microsoft Excel (or
another spreadsheet application).
Because Excel defaults to a .xls file
extension, ask for "all files" to see the
.csv filename.
5.
Save the data to a .xls file.
Closing a Display Session
Use one of three methods to close a display session.
Method
Description
1
Use the X button to close a display session
2
Use the Close All command to close display sessions
3
Use the Close Session icon to close a display session
Use the X Button to Close a Display Session
Do the following:
Step
1.
Action
Result
Click the Close button (X) in the upper
right corner of the session window.
The session closes.
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Use the Close All Command to Close Display Sessions
Do the following:
Step
1.
Action
Result
Choose Window > Close All to close
all of the session windows.
All sessions close.
Use the Close Session Icon to Close a Display Session
Do the following:
Step
1.
Action
Result
Options:
• Click the small icon in the session
title bar to the left of the title;
choose Close from the drop-down
menu.
The session closes.
Or
• Double-click the small icon to
close the session.
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Chapter 6
Agent Management
Overview of the Agent Manager
The Agent Manager enables an authorized user to manually move agents to different
agent groups or return them to their home groups. Authorized users can also schedule
regular agent moves.
Agent Management Capabilities
The Agent Manager provides two primary functions.
Function
Description
Agent Move
Moves an agent from one agent group to another. The move can
occur immediately or can be scheduled. Scheduling involves
attaching the Move Agent action to a particular schedule.
See the following, as appropriate:
• "Agent Move"
• "Moving Agents with the Agent Manager"
• "Scheduling a Move for an Individual Agent"
• "Scheduling a Move for a Team of Agents"
Agent Home
Specifies a home agent group for each agent. After an agent is
moved from one agent group to another, the agent can return to
the home agent group either manually or by schedule.
See the following, as appropriate:
• "Agent Home"
• "Assigning the Home Agent Group"
Agent Move
The Agent Move tab of the Agent Manager dialog box enables as authorized user to
move one or more agents to another agent group to assist in taking calls, or to move the
selected agents back to their home agent group. The Move Now button moves the agents
on demand. The Schedule Move button allows the move to be scheduled to occur at a
later time. To schedule a move, all agents in the folder must be selected.
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Agent Management
If an agent is moved when a call is in progress, the system preserves the statistics for the
current call.
The Move Confirmation Notice
Centergy displays this confirmation when an agent moves to another specific agent
group.
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The Home Confirmation Notice
Centergy displays this confirmation when an agent moves back to the default home
group.
Moving Agents with the Agent Manager
Use this procedure to move agents between agent groups using the Agent Manager, either
immediately or based on a schedule. This procedure has two stages.
Stage
1.
Description
Select agents and choose the move type
Move agents immediately
2.
Or
Schedule the move
Agents can also be moved from a display session.
Initial Conditions
The home agent group has been defined for all agents that are going to be moved.
Select Agents and Choose Move Type
Do the following:
Step
1.
Action
Choose Manage > Agents.
The Agent Manager dialog box opens. By default, the Agent Move tab is already
selected.
2.
Select a team sub-folder from the Select Team Folder drop-down list.
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Step
3.
Action
Highlight one or more agents to move to another group from the Select Agents in
Folder to Move list.
Selection Options:
• Use the Windows shift+click or control+click method to select multiple
agents
• Use the Select All button
• Use the Clear All button
4.
Move Options:
• Click the Return to Default Home Group radio button to return agents to a
home agent group.
Or
• Click the Move to Specific Agent Group radio button and choose a
destination agent group for the selected agents.
5.
Continue with either the process to "Move Agents Immediately" or to "Schedule
the Move."
Move Agents Immediately
Do the following:
Step
1.
Action
Result
Click Move Now.
The following notice appears:
The Agent Move Request has
been submitted to the
Management Server
2.
Click OK.
3.
Click Close.
The Agent Manager dialog box closes.
Schedule the Move
Do the following:
Step
1.
Action
Result
Click Schedule Move.
The Attach to Schedule dialog box
appears. The move will take place at
the scheduled time.
This option is only available if you
have access to the agent sub-folder.
2.
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Step
Action
Result
3.
Click Attach.
The agent move action is attached to
the schedule. The Attach to Schedule
dialog box closes.
4.
Click Close.
The Agent Manager dialog box closes.
Agent Home
The Agent Home tab of the Agent Manager enables a user to assign a Home Agent Group
for each agent. The Home Agent Group is the agent group DIRN defined on the Intecom
telephone system where the agent normally takes calls. If a home agent group is not
defined, the Agent Manager displays a <No Default Group> indication.
One agent or a group of agents can be selected from the list box and assigned a home
group number from the Set Home Agent Group drop-down list. The Set button sets the
home group number.
Assigning a home group enables a user to easily and quickly return agents back to their
home groups without having to remember the group numbers. A user can move groups of
agents with different home group numbers back to their respective home groups at the
same time. Agents can be returned to their home group from a running display session or
from the Agent Manager.
The Agent Home tab of the Agent Manager shows agents, their home groups, and their
current groups.
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Assigning the Home Agent Group
To assign a home agent group to an agent for the Agent Move/Agent Home feature, do
the following:
Step
Action
Result
1.
Choose Manage > Agents.
The Agent Manager dialog box opens.
By default, the Agent Move tab is
selected.
2.
Click the Agent Home tab.
The list box contains a list of all agents,
IDs, assigned home agent groups, if
any, and the group where each agent
currently resides.
3.
Highlight one or more agents from the
list.
Use the Windows shift+click or
control+click method to select multiple
agents.
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4.
Select an agent group number from the
Set Home Agent Group drop-down list.
5.
Click Set.
The Agent Manager saves the group
number.
6.
Click Close.
The Agent Manager dialog box closes.
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Chapter 7
Messaging
Centergy Messenger
The Centergy Messenger is a simple e-mail system that supports messaging within the
Centergy system. It has Send, Reply, Forward, View, Delete, and Close functions. The
Messenger retains messages only while Centergy is logged on to a Centergy Network
Management Server (CNMS). The Messenger deletes messages when Centergy logs off.
The Messenger main window has two parts:
•
The Messages Received list box contains messages received with associated email information such as date of receipt, time of receipt, sender, message, and
notes.
•
The Send Message function provides options to send predefined or user-defined
messages to:
–
Agents (by phone display only)
–
One or more agents and/or supervisors
–
All of the supervisors in the Centergy system (regardless of call
center)
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Select Predefined Message
The Select Predefined Message dialog box in the Centergy Messenger lists all of the
available standard messages for a call center. It enables a user to choose a predefined
message, rather than creating a new message.
Select Message Recipients
The Select Message Recipients dialog box allows a user to choose message recipients
from both the supervisor list and the agent list.
Recipients can be:
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One or more agents
•
One or more agents, supervisors, or both
•
All supervisors in the Centergy system, regardless of call center (using the
Broadcast option).
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Supervisor Guide
View Message
The View Message dialog box of the Centergy Messenger displays a selected message.
Sending a Message with Centergy Messenger
Use this two-stage procedure to send a message with Centergy Messenger.
Stage
Description
1.
Select message recipients
2.
Select and send a message
Select Message Recipients
Do the following:
Step
1.
Action
Result
Options:
• Choose Tools > Messenger.
The Centergy Messenger dialog box
opens.
Or
• Click Messenger on the Centergy
toolbar.
2.
Click Names.
3.
Options:
• Click the box next to the names
of supervisors and agents to select
them as recipients. A check mark
by a name indicates a recipient.
The Select Message Recipient dialog
box opens.
Or
• Click Broadcast to send the
message to all supervisors in the
Centergy system, regardless of call
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Messaging
Step
Action
Result
center.
4.
Click OK.
5.
Continue with "Select and Send a
Message."
The Centergy Messenger enters the
recipient's name in the "To:" field.
Select and Send a Message
Do the following:
Step
1.
Action
Result
Options:
• Type a personalized message in
the Message text box and skip to
Step 5.
Or
• Skip to Step 2 to send a predefined
message.
Messages to agents cannot exceed 20
characters (the maximum display on
agent phones).
2.
Click Predefined.
The Select Predefined Message dialog
box opens.
3.
Select a pre-defined message from the
list.
4.
Click Select.
The Select Predefined Message dialog
box closes.
5.
Click Send in the Centergy Messenger
dialog box.
The Centergy Messenger displays a
confirmation that it sent your message
to the selected recipients.
If the Centergy Messenger cannot
send the message, it displays a message
reporting the problem.
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6.
Click OK.
7.
Click Close.
The Centergy Messenger dialog box
closes.
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Supervisor Guide
Viewing a Message in Centergy Messenger
To view a message in Centergy Messenger, do the following:
Step
1.
Action
Result
Options:
• Choose Tools > Messenger.
The Centergy Messenger dialog box
opens.
Or
• Click Messenger on the Centergy
toolbar.
2.
Highlight a message to view in the
Messages Received list.
3.
Click View.
The View Message box opens. It
displays the content of the message you
selected.
4.
Click Close.
The View Message dialog box closes.
5.
Click Close.
The Centergy Messenger dialog box
closes.
Replying to a Message in Centergy Messenger
To reply to a message in Centergy, do the following:
Step
1.
Action
Result
Options:
• Choose Tools > Messenger.
The Centergy Messenger dialog box
opens.
Or
• Click Messenger on the Centergy
toolbar.
2.
Highlight a message in the Messages
Received list.
3.
Click Reply.
4.
Options:
• Type your own message in the
Message box.
The Centergy Messenger enters the
recipient's name in the "To:" field and
places the cursor in the Message box.
Or
• Click Predefined and select a
standard message.
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Step
Action
Result
Messages to agents cannot exceed 20
characters (the maximum display on
agent phones).
5.
Click Send.
The Centergy Messenger displays a
confirmation that it sent your message
to the selected recipients.
If the Centergy Messenger cannot
send the message, it displays a message
reporting the problem.
6.
Click Close.
The Centergy Messenger dialog box
closes.
Forwarding a Message in Centergy Messenger
To forward a message in Centergy Messenger to other Centergy users, do the following:
Step
1.
Action
Result
Options:
• Choose Tools > Messenger.
The Centergy Messenger dialog box
opens.
Or
• Click Messenger on the Centergy
toolbar.
2.
Highlight a message to forward from
the Messages Received list.
3.
Click Forward.
4.
You may add to the message or leave it
unchanged.
Centergy Messenger copies the
message to the Message box.
Messages to agents cannot exceed 20
characters (the maximum display on
agent phones).
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5.
Click Names.
6.
Click the box next to each intended
recipient so that it contains a check
The Select Message Recipients dialog
box opens.
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Supervisor Guide
Step
Action
Result
mark.
The Centergy Messenger will send the
message to every recipient indicated by
a check mark.
7.
Click OK.
8.
Click Send.
The Centergy Messenger displays a
confirmation that it sent your message
to the selected recipients.
If the Centergy Messenger cannot
send the message, it displays a message
reporting the problem.
9.
Click OK.
10.
Click Close.
The Centergy Messenger dialog box
closes.
Deleting a Message in Centergy Messenger
To delete a message from the message list in Centergy, do the following:
Step
1.
Action
Result
Options:
• Choose Tools > Messenger.
The Centergy Messenger dialog box
opens.
Or
• Click Messenger on the Centergy
toolbar.
2.
Highlight the message to delete from
the Messages Received list.
Use the standard Windows shift+click
or control+click method to delete more
than one message at a time.
3.
Click Delete.
The Delete Warning box appears.
4.
Click Yes.
Centergy Messenger deletes the
message.
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Step
5.
Action
Result
Click Close.
The Centergy Messenger dialog box
closes.
Acknowledging Agent Messages
Use this procedure to acknowledge an agent message.
Initial Conditions
The Centergy Messenger has received from an agent a message that requires
acknowledgement.
Acknowledge an Agent Message
Do the following:
Step
1.
Action
Result
Options:
• Choose Tools > Messenger.
The Centergy Messenger dialog box
opens.
Or
• Click Messenger on the Centergy
toolbar.
2.
Highlight the message to forward from
the Messages Received list.
3.
Options:
• Double-click on the message.
The View Message box opens.
Or
• Click View.
4.
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Click Close.
The Centergy Messenger dialog box
closes.
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