Version du octobre 3, 2017 à 17:59

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1 Working with Contact Center Advisor

Working with Contact Center Advisor

In addition to what is described in the Viewing Contact Center Data topic, there are other ways to view data that are specific to Contact Center Advisor (CCAdv).

Selecting the Organizational Hierarchy

You can view information in the Contact Centers pane in the following ways:

By reporting region, then by contact center, then by application group
By reporting region, then by application group, then by contact center
By geographic region, then by contact center, then by application group
By geographic region, then by application group, then by contact center
By operating unit, then by contact center, then by application group
By operating unit, then by application group, then by contact center

Conseil

Each data grouping in the CCAdv Contact Centers pane presents different values because of the way in which the rollups are calculated.

Selecting the Time Profile Groups for the Accumulation of Data

To display metric values in your dashboard by time profile group, click the buttons above the Contact Centers pane that are captioned Short, Medium, and Long. The dashboard then displays a subset, limited by time profile group, of the metrics that are selected in the column chooser.

The calculations of metric values for a time profile group use the most recent values possible from the external source systems. The values for the Short time profile group are refreshed as often as Contact Center Advisor can read the values from the external systems from which it takes raw data. The values for the Medium and Long time profile groups are refreshed according to a schedule configured by an administrator.

Time profile groups—Short, Medium, or Long. An administrator can assign both historical and point-in-time custom metrics to these groups.

Time profile duration—Point-in-time or Historical. Point-in-time metrics always have a time interval of zero. Historical metrics have a non-zero duration. The administrator can configure the time interval for custom historical metrics. Point-in-time metrics that are installed with Advisors are displayed when you have selected the Short time profile group. Custom point-in-time metrics can be displayed when you have selected any time profile group.

Time profile duration type—Sliding or Growing. For example, if the time profile duration is 30 minutes growing, the intervals start at the most recent even half hour (for example, 09:00 or 10:30) and the values accumulate to the instant in time when the calculation is carried out.

Special Metric Values

When a metric calculation's denominator is zero or the data is not available, the dashboard displays N/A.

If a metric value cannot ever be supplied by the external data source, the dashboard displays a dash (-) in its place.

Summaries of Metric Values in the Contact Centers Pane

Counts—Counts (such as the number of calls offered, number of calls abandoned, and calls in queue) are summed. The calculations de-duplicate applications, agent groups, and agents, so that each of these objects contributes its data to a rolled-up calculated value only once.
Values—Values (such as the longest time in queue) take the minimum or maximum that is appropriate for that metric.
Calculated values—Calculated values are calculated at the aggregate by first summing the components of the calculation, then performing the calculation. Examples of calculated value metrics include service-level percentage, abandoned percentage, and average handle time. The calculations de-duplicate applications, agent groups, and agents, so that each of these objects contributes its data to a rolled-up calculated value only once.

Displaying Applications and Agent Groups

To display the applications in a contact center on the Applications pane:

On the Contact Centers pane, select a contact center.
Selecting a contact center displays the applications associated with the contact center. If the contact center is at level 3 in a grouping, then the applications are also filtered by the application group at level 2.

To display the applications associated with an application group on the Applications pane:

On the Contact Centers pane, select an application group displayed at level 3 in a grouping.
The applications are also filtered by the contact center at level 2 in the grouping.

To display the agent groups in a contact center on the Agent Groups pane:

On the Contact Centers pane, select a contact center.
Selecting a contact center displays the agent groups associated with the contact center. If the contact center is at level 3 in a grouping, then the agent groups are also filtered by the application group at level 2.

To display the agent groups associated with an application group on the 'Agent Groups pane:

On the Contact Centers pane, select an application group displayed at level 3 in a grouping.
The agent groups are also filtered by the contact center at level 2 in the grouping.

Time Profile Values on the Agent Groups Pane

For historical agent group metrics, the Agent Groups pane displays values for only one time profile. An administrator chooses which time profile all users see for historical metrics on the Agent Groups pane.

If you select a time profile group button above the Contact Centers pane and it is the same as the administrator's choice for the historical metrics, then the Agent Groups pane displays the values for that time profile. That is, from the full list of agent group metrics that are selected in the Column Chooser, the Agent Groups pane displays the subset of metrics (and their values) that are assigned to the selected time profile group.

If you deselect the time profile that the administrator chose, then the pane shows no historical metrics.

The pane displays metric values for point-in-time metrics (that is, values that do not describe a duration in time) if you select the time profile group button to which point-in-time metrics are assigned.

Dashboard Timestamp

The dashboard toolbar includes a Last Updated timestamp. The timestamp has been assigned by the CCAdv server to the metrics currently displayed in the dashboard. The timestamp indicates the age of the snapshot of real-time metrics supplied to the CCAdv server by external data sources, and used by the server to calculate the displayed metrics.

@@ Ligne 1 : / Ligne 1 : @@
-= Contact Center Advisor: Contact Centers Pane=
+= Working with Contact Center Advisor=
-__NOTOC__
-In addition to what is described in the [[ViewingData|Viewing Contact Center Data]] topic, there are other ways to view data that are specific to the '''Contact Centers''' pane.
+In addition to what is described in the [[ViewingData|Viewing Contact Center Data]] topic, there are other ways to view data that are specific to Contact Center Advisor (CCAdv).
-{{NoteFormat|Each data grouping presents different values because of the way in which the rollups are calculated.|2}}
 ==Selecting the Organizational Hierarchy==
 You can view information in the '''Contact Centers''' pane in the following ways:
+* By reporting region, then by contact center, then by application group
+* By reporting region, then by application group, then by contact center
 * By geographic region, then by contact center, then by application group
 * By geographic region, then by application group, then by contact center
 * By operating unit, then by contact center, then by application group
 * By operating unit, then by application group, then by contact center
-* By reporting region, then by contact center, then by application group
-* By reporting region, then by application group, then by contact center
-==Selecting the Time Profile for the Accumulation of Data==
+{{NoteFormat|Each data grouping in the CCAdv '''Contact Centers''' pane presents different values because of the way in which the rollups are calculated.|2}}
+==Selecting the Time Profile Groups for the Accumulation of Data==
+To display metric values in your dashboard by time profile group, click the buttons above the '''Contact Centers''' pane that are captioned '''Short''', '''Medium''', and '''Long'''. The dashboard then displays a subset, limited by time profile group, of the metrics that are selected in the column chooser.
-In the '''Contact Centers''' pane (and the '''Applications''' pane) you can select the time profiles of the values you want to display by clicking the buttons above the '''Contact Centers''' pane captioned '''Short''', '''Medium,''' and '''Long'''. The dashboard then displays a subset, limited by time profile, of the metrics that are selected in the column chooser.
+The calculations of metric values for a time profile group use the most recent values possible from the external source systems. The values for the Short time profile group are refreshed as often as Contact Center Advisor can read the values from the external systems from which it takes raw data. The values for the Medium and Long time profile groups are refreshed according to a schedule configured by an administrator.
-The calculations use values that pertain to the chosen period. '''Point-in-time''' metrics (that is, metrics whose values do not describe duration) are calculated and displayed when you have selected the '''Short''' time profile. The calculations of metric values for a time profile use the most recent values possible from the external source systems. The values are refreshed as often as Contact Center Advisor can read the values from the external systems from which it takes raw data.
+* '''Time profile groups'''&mdash;Short, Medium, or Long. An administrator can assign both historical and point-in-time custom metrics to these groups.
-* '''Time profile'''&mdash;Point-in-time or Historical. Point-in-time metrics always have a time interval of zero. The administrator can configure the time interval for historical metrics.
+* '''Time profile duration'''&mdash;Point-in-time or Historical. ''Point-in-time'' metrics always have a time interval of zero. ''Historical metrics'' have a non-zero duration. The administrator can configure the time interval for custom historical metrics. Point-in-time metrics that are installed with Advisors are displayed when you have selected the '''Short''' time profile group. Custom point-in-time metrics can be displayed when you have selected any time profile group.
-* '''Time profile groups'''&mdash;Short, Medium, or Long. An administrator can assign both historical and point-in-time metrics to these groups. The calculations associated with these groups for historical metrics use values that describe the most recent interval as specified by the administrator. For example, if the '''Medium''' values are set to use an interval of <tt>30 minutes growing</tt>, the intervals start at the most recent even half hour (for example, 09:00 or 10:30) and the values are accumulated to that instant in time. Point-in-time metrics always have a time interval of zero, although they might belong to a '''Short''', '''Medium''', or '''Long''' time profile group.
+* '''Time profile duration type'''&mdash;Sliding or Growing. For example, if the time profile duration is <tt>30 minutes growing</tt>, the intervals start at the most recent even half hour (for example, 09:00 or 10:30) and the values accumulate to the instant in time when the calculation is carried out.
 ==Special Metric Values==
+When a metric calculation's denominator is zero or the data is not available, the dashboard displays N&#47;A.
-When a calculation's denominator is zero or the data is not available, the dashboard displays <tt>N/A</tt>.
 If a metric value cannot ever be supplied by the external data source, the dashboard displays a dash (&#45;) in its place.
-An administrator can make a contact center inactive, in which case Contact Center Advisor treats it as if it were always non&#45;operational.
+==Summaries of Metric Values in the Contact Centers Pane==
+* Counts&mdash;Counts (such as the number of calls offered, number of calls abandoned, and calls in queue) are summed. The calculations de-duplicate applications, agent groups, and agents, so that each of these objects contributes its data to a rolled-up calculated value only once.
-===Effect of Zero Suppression===
-An administrator can choose not to display a business object on the dashboard if certain metric values are <tt>zero</tt>. Regions or application groups are hidden if calls offered and calls handled are <tt>zero</tt>.
-==Summaries of Metric Values==
-* Counts&mdash;Counts (such as the number of calls offered, number of calls abandoned, and calls in queue) are summed. The calculations de&#45;duplicate applications, agent groups, and agents, so that each of these objects contributes its data to a rolled&#45;up calculated value only once.
 * Values&mdash;Values (such as the longest time in queue) take the minimum or maximum that is appropriate for that metric.
-* Calculated values&mdash;Calculated values are calculated at the aggregate by first summing the components of the calculation, then performing the calculation. Examples of calculated value metrics include service&#45;level percentage, abandoned percentage, and average handle time. The calculations de&#45;duplicate applications, agent groups, and agents, so that each of these objects contributes its data to a rolled&#45;up calculated value only once.
+* Calculated values&mdash;Calculated values are calculated at the aggregate by first summing the components of the calculation, then performing the calculation. Examples of calculated value metrics include service-level percentage, abandoned percentage, and average handle time. The calculations de-duplicate applications, agent groups, and agents, so that each of these objects contributes its data to a rolled-up calculated value only once.
-==Highlighting==
-* The threshold violation colors in the '''Applications''' pane determine the threshold violation colors in the '''Contact Centers''' pane. In other words, if all of the threshold violations for a metric in the '''Applications''' pane are yellow, then the threshold violation color for the metric for the affected contact center in the '''Contact Centers''' pane is also yellow.
+{{AnchorDiv|cell_highlighting}}
-* If only one violation for a metric in the '''Applications''' pane is red, then the violation color for the metric for the affected contact center in the '''Contact Centers''' pane is red. The highest priority violation determines the color.
-* A red violation in the '''Contact Centers''' pane might appear misleading when the value is in the yellow range of the threshold rule, but the color is displayed to call attention to the violations for the application and application group. The color does not indicate that the violation was triggered at that level, but means that you should do root cause analysis, by drilling down to the application level to find the actual violation. Threshold rules are based on metrics and application groups. Therefore, you can have a threshold rule for SL% for Sales that is different than the rule for SL% for Rewards.
-==How to Change the Display Settings==
+==Displaying Applications and Agent Groups==
 To display the applications in a contact center on the '''Applications''' pane:
-*Select the information icon [[File:info_icon.gif]] beside a contact center (or click to select the whole line).
+*On the '''Contact Centers''' pane, select a contact center.
 *:Selecting a contact center displays the applications associated with the contact center. If the contact center is at level 3 in a grouping, then the applications are also filtered by the application group at level 2.
 To display the applications associated with an application group on the '''Applications''' pane:
-*Select the information icon [[File:info_icon.gif]] beside an application group displayed at level 3 in a grouping.
+*On the '''Contact Centers''' pane, select an application group displayed at level 3 in a grouping.
 *:The applications are also filtered by the contact center at level 2 in the grouping.
 To display the agent groups in a contact center on the '''Agent Groups''' pane:
-*On the '''Contact Centers''' pane, select the information icon [[File:info_icon.gif]] beside a contact center at the second level (or click to select the whole line).
+*On the '''Contact Centers''' pane, select a contact center.
-*:If the contact center is at level 3 in a grouping then the applications are filtered by the application group at level 2.
+*:Selecting a contact center displays the agent groups associated with the contact center. If the contact center is at level 3 in a grouping, then the agent groups are also filtered by the application group at level 2.
+To display the agent groups associated with an application group on the '''Agent Groups'' pane:
+*On the '''Contact Centers''' pane, select an application group displayed at level 3 in a grouping.
+*:The agent groups are also filtered by the contact center at level 2 in the grouping.
+{{AnchorDiv|profile_values_AG_pane}}
+==Time Profile Values on the Agent Groups Pane==
+For historical agent group metrics, the '''Agent Groups''' pane displays values for only one time profile. An administrator chooses which time profile all users see for historical metrics on the '''Agent Groups''' pane.
+If you select a time profile group button above the '''Contact Centers''' pane and it is the same as the administrator's choice for the historical metrics, then the '''Agent Groups''' pane displays the values for that time profile. That is, from the full list of agent group metrics that are selected in the [[MetsColumns|Column Chooser]], the '''Agent Groups''' pane displays the subset of metrics (and their values) that are assigned to the selected time profile group.
+If you deselect the time profile that the administrator chose, then the pane shows no historical metrics.
-To display the agent groups in a contact center and application group:
+The pane displays metric values for point-in-time metrics (that is, values that do not describe a duration in time) if you select the time profile group button to which point-in-time metrics are assigned.
-*On the '''Contact Centers''' pane, select the information icon [[File:info_icon.gif]] beside a contact center at level 3, or application group at level 3 (or click to select the whole line).
-Expired alerts can be viewed on the '''Alert Management''' tab.
+==Dashboard Timestamp==
+The dashboard toolbar includes a '''Last Updated''' timestamp. The timestamp has been assigned by the CCAdv server to the metrics currently displayed in the dashboard. The timestamp indicates the age of the snapshot of real-time metrics supplied to the CCAdv server by external data sources, and used by the server to calculate the displayed metrics.
 [[Category:V:PMA:DRAFT]]