How does the Report Wizard for CCM 6.0 work?

[rachelle]

I can open it.
I can select stuff that I don't know what it will do.
I can't get it to import.

What I want:
I want a historical report that will tell me the Agent ID and the DN they were logged into at a given time/day/hour/.

So, if I need to know who the agent was that sat in seat 3333, at 6pm on Tuesday then, what would I need to set up?

Of course, the NTP is cryptic and confusing for a first time user. Any help and experience that you would be able to share is greatly appreciated.


Cheers,
rachelle


no matter where you go, there you are.

 

[johnjose]

Go to the Historical Reporting/Report Agent Login/Logout.
Here you can see phoneset Position ID where and when every Agent was logged in.

jj

 

[rachelle]

Unfortunately, I can't search this by DN. Here is what the deal is....

We use the Charge Account Codes for billing back talk-time. Some of the agents will miskey the codes. We will see the code associated with the DN in our Telephony Manager Reports. We then have to contact that telephone center and ask them to work with the agent that sat at that desk. They don't always know who sat at what workstation. So, if I could search the Symposium by DN and find out who was logged in to that station, this would say a lot of time and effort.

If what you suggested does this, then I am really confused and need a vacation soon. If not, how can I get a DN searchable report.... from anywhere?

rachelle

no matter where you go, there you are.

 

[Utreg]

Position ID and DN have a relation (via TN) to the same phoneset.
So create a list (via Telephony Manager) which lists all phonesets in the call center with their DN and Position ID. Use this for reference and run report like johnjose stated.

 

[rachelle]

Thanks but, that just isn't going to work. The TM3.2 is already parsing data and that is how we find the extension of the offending charge code. The problem is finding the person logged in to that seat. If we had a login/logout report that could be run per the DN and not the Agent ID, that would be great. We have thousands of Agents so you see the limitation. That is why I was looking to use the Wizard to produce a report that would provide that connection in a DN searchable format. What has been suggested has been done and has been found too time consuming. Agents don't always own-up to logging on to specific sets either. So, interviewing people is also very difficult. There just isn't a clear way to find out who sat at seat 2222, last night at 7pm. We have the DN we need the Agent ID. Thanks!

no matter where you go, there you are.

 

[bigindian65]

An agent login/logout report shows the agent and the Position ID which does show who sat where. No managers? Supervisors???

Mato' Was'aka

 

[Utreg]

Creating a report via RCW won't help; DN is not a database item, so Position ID has to be the reference.

When reports are in Excel format you can try a 'Vlookup' or 'Lookup' to create a reference between DN and Position ID afterwards.

A 'only one much time consuming' way is to change all Position ID's on the sets so they will represent the DN;
DN = 3333, Position ID = 123333 where '12' is a free gap in current numbering plan.

 

[rachelle]

To run the Agent login/logout I have to enter agent ids. Yes? I have over 1300 agents at this site alone. With 300 maximum, per report, that would be 5 separate reports to scroll through to find one DN. That is why I wanted to be able to search by DN. I could enter a station ID and know all of the users of that set. It seems like MAX could do this so, I'm not sure why CCM is so narrow focused.

If I am missing something or misreading your suggestions, please try again. My slow brain might get it soon.


Thank you.


rlc

no matter where you go, there you are.

 

[rachelle]

Our POSIDs are reflective of the station DN. We do have that going for us. So, I think I am back to my original question. How do I format a report to give me a correlation between the POSID and the USER... other than running 5 login/logout reports and sorting them.

I would like a report that I could search by the POSID/DN.


rlc

no matter where you go, there you are.

 

[Utreg]

You might try the RCW (I prefer Crystal Reports) to create a report;
Select the database: eAgentLoginStat
And use the items:
.TimeStamp
.PositionID
.AgentSurName
.AgentGivenName

I would go for the bigindian65 solution; send the DN (seat) and time of the 'miskey agent' to manager/supervisors and let them sort it out...

 

[rachelle]

Utreg:
Thanks for the guidance. I do have a quick follow-up question. When I first open the Wizard, I must choose to Creat Simplified Report (via Report Definitions), Create Advanced Report (via ODBC), or Open Existing Report. Which one do I want?

If I open the Simplified option, there are Agent Performance (Agent By Application, Agent By Skillset, Agent Login logout, or Agent Performance), Call By Call, Network, Configuration, or Other (this is full of trunk, skillset, CND stats, etc.).

I don't believe that I can use the ODBC option. Isn't that for pulling data from an alternate source or something?

If I open an Existing Report, the Sample Reports for the CS1000 are: Agent DN Performance, Agent Performance, CDN Statistics, or Skillset Performance. If I choose this option, it looks like I can't change the Data Source or Field Selection. If I am able to edit this type of report, could you tell me how?

I am reading the NTP and I am using trial and error but, I am not having much success. Your details and assistance is really appreciated. Thank you!


Rachelle


no matter where you go, there you are.

 

[bajangsa]

The ODBC option is not difficult, and you can select the table Utreg mentioned when you use that option.

Look in the document 297-2183-928 Nortel Contact Center Managers Supervisors Guide - start around page 283.

The descriptions include screen shots and is absolutely usable.

Remember - the Wizard is slooooow to work with and remember to close it nicely otherwise the licence will get blocked.

Since you work in a big organisation it might be possible to find a person with knowledge of Crystal Reports. The document 297-2183-914 Historical Reporting and Data Dictionary will be helpfull for such a person.

Alternatively use ODBC from Excel. I have for years used ODBC to the Symposium/CCM database instead of the packaged reports. Many of my customers prefer to use ODBC from Excel and handle the data there. Only problem is, you have to install a Sybase driver.

 

[rachelle]

I don't even know what ODBC stands for.... that is how over my head I am. We have several folks who know and work with Crystal but, I have been trying for two years to get their help and they are not going to be a resource for this application. (That is as nicely as I can put it.)

I will re-read the NTP with a focus on the ODBC section. I had skipped over it, thinking that it needed to dip in to a different database. I was wrong. I will give it a read.

It seems like this should be so straight forward. I just want to be able to search by POSID and find out who sat there. That is easy enough. Yes? Right.....

Do you have an example that I could cobble in to what I need?



rlc

no matter where you go, there you are.

 

[rachelle]

I am very, very close. The report is imported to Historical Reports but, it isn't pulling data (time/date stamps) properly. When I set the date for July 16, the report is blank. If I run the report without setting a date filter, it gives me June 18. I can't seem to get real data.

So, I am creating an Advanced Report. I chose the CCMS DSN. I selected the eAgentLoginStat table. Do I need another table to collect dated material? There are three areas of Fields (eAgentLoginStat, eAgentLoginStat Formulas, and Formulas). There are several Fields Selected. I can provide a list, if need be. I don't have anything selected in the Group by section. I don't have anything in the Summary Data section either. All of the @whatever fields are suppressed on the layout page.

Like I said, the report is close. It has the right heading/fields and the report preview shows just what I want. However, when I pull it in to the Historical Reporting area, it isn't sorting by date. It comes up with June 18 only and no other dates.

Any ideas?


rlc


no matter where you go, there you are.

 

[johnjose]

If you created Advanced Repoting/ODBC acces to the server as described in the Nortel doc
Historical Reporting and Data Dictionary pages 45-55 then table eAgentLoginStat is perfect, you do not need another tables.
Make an New Database Query i.e. from Excel using Query Wizzard, in the table eAgentLoginStat include Columns Timestamp, AgentLogin, AgentNames.., PositionID …. In the next step you can only include rows where PositionID equals just ID you are interested in, next.. next .. finish and you will have table shows who and when was Logged into the Phoneset.

jj

 

[rachelle]

JohnJose:
Sorry, I didn't follow that at all.


rlc

no matter where you go, there you are.

 

[rachelle]

I have deleted and rebuilt this thing multiple times and it still is pulling up blank pages.

eAgentLoginStat is the database

TimeStamp, PositionID, AgentSurName, AgentGivenName, Time, and AgentLogin are all selected as Fields.

No Formulas or Grouping [remember, I don't know what this stuff does]have been selected.

The only time I see data is when I do a preview. After I import and try to run a report on a known POSID, the report is blank.

I am missing a step someplace. Please help!!!



rlc

no matter where you go, there you are.

 

[rachelle]

Okay, I found that the DATA RANGE TIMESTAMP needed to be set to "TimeStamp". Now, I can search by time frames and get what I need, basically.

I am still playing with it. I have no idea what data fields give me what so, this is really a shot in the dark. Is there something that spells out what each file provides? If so, please shoot me a link. Thanks!


rlc

no matter where you go, there you are.

 

[bajangsa]

http://support.nortel.com/go/main.jsp?cscat=DOCDETAIL&DocumentOID=856575&searched=297-2183-914

 

[Utreg]

You might want to check the following setting on CCMA;
Configuration/Historical Statistics: Agent Login and Logout (days)
This is the ammount of days (in the past) you can report on.