System Administration
This part contains information about data provisioning and is mainly for administrators and operators of the contact center and of the reporting solution.
Common reporting users do normally not have access to those features.
Usage of administrative reports
Administrative reports are used for example to configure Enterprise CallTypes, Enterprise SkillGroups, Primary Queues or Outbound SkillGroups. These reports are only working if CUIC is connected to the master node.
If CUIC is actively connected to a slave node or a viewer database, the administrative report is not able to apply any changes into the database and the following error message will appear after running the report:
To run your administrative report, you need to switch the Data Source "bs_Reporting" to the master node first (a master node is not available when connected to a viewer database). Therefor choose "Configure" > "Data Sources" on the left menu and select the data source that is pointing to database "bs_Reporting" (the name could be different):
Press the "Switch" button and confirm the message box with "OK".
This functionality will switch to the Standby Node what represents the master node (otherwise you would not have received an error message). Such a switch will not affect other users and will not be noticed by them.
After changing the connection, you simply have to refresh the administrative report and the change should be applied without any error message.
Not Ready Reason Codes
It is possible to display and measure the agent states of max. 20 NotReadyReasonCode categories. Each category can be classified as productive or non-productive. Additionally, 3 categories can be configured to be displayed within the real time pie charts.
The configuration within the database and an optional data reload needs to be implemented and executed by a technician. All details about the functionality within the reports and the configuration guidelines are documented here.
The actual configuration within the system can be displayed with report 990 NotReadyReasonCode Configuration.
Administration of Enterprise CallTypes
The creation of Enterprise CallTypes and the mapping of CallTypes to the Enterprise CallTypes (what specifies the groupings) can be done by the Reporting-Administrators itself. Additionally, a time zone can be configured for each Enterprise CallType. Within the Basic-Folder "0 Admin" under "2 Enterprise CallType", the following Reports can be found for these purposes:
294 NEW Enterprise CallType
This report creates a new Enterprise CallType with the entered name and description
295 DELETE Enterprise CallType
This report deletes all selected Enterprise CallTypes and their references
291 SET Ent. CallType Configuration
This Report is used to set (replace) the assignment of CallTypes to the selected Enterprise CallType
292 ADD CallTypes to Enterprise CallTypes
This Report is used to add the selected CallTypes to all selected Enterprise CallTypes while keeping the existing configuration
293 REMOVE CallTypes from Enterprise CallTypes
This Report is used to remove the selected CallTypes from all selected Enterprise CallTypes while keeping the remaining configuration
296 SET Time Zone for Ent. CallType
This report is only available if the time zone feature was installed and is used to change the time zone of the selected Enterprise CallTypes. For each Enterprise CallType, only one time zone can be assigned (default value: UTC). The assigned time zone is used in specific time zone Reports, to calculate the daily summary values based on this time zone.
Managing CallType to Enterprise CallType assignments
The choice can be done within the filter dialog, where the Value Lists for Enterprise CallTypes and CallTypes (incl. existing Collections) are shown and taken for the assignment during report execution:
Output of the report is the updated configuration of the selected Enterprise CallTypes (same as Report "290 Ent. CallType Configuration"):
In order to update the configuration later on, it is recommended to save a copy of Report "291 SET Ent. CallType Configuration" for each Enterprise CallType, where the latest assignment is stored within the Report filter.
Managing time zone to Enterprise CallType assignments
Using the report "296 SET Time Zone for Ent. CallType", exactly one time zone can be assigned to any Enterprise CallType. The filter allows the selection of one or more Enterprise CallTypes.
The choice can be done within the filter dialog, where the Value Lists for Enterprise CallTypes and time zones are shown and taken for the assignment during report execution:
Output of the report is the updated configuration of the selected Enterprise CallTypes.
Administration of Enterprise SkillGroups
Similar to Enterprise CallTypes, the creation of Enterprise SkillGroups and the mapping of skill groups and/or Precision Queues to the Enterprise SkillGroups (what specifies the groupings) can be done by the Reporting-Administrators itself. Within the Basic-Folder "0 Admin" under "6 Enterprise SkillGroup", the following Reports can be found for these purposes:
694 NEW Enterprise SkillGroup
This report creates a new Enterprise SkillGroup with the entered name and description
695 DELETE Enterprise SkillGroups
This report deletes all selected Enterprise SkillGroups and their references
691 SET Enterprise SkillGroup Configuration
This Report is used to set (replace) the assignment of skill groups to the selected Enterprise SkillGroup
692 ADD SkillGroups to Enterprise SkillGroups
This Report is used to add the selected skill groups to all selected Enterprise SkillGroups while keeping the existing configuration
693 REMOVE SkillGroups from Enterprise SkillGroups
This Report is used to remove the selected skill groups from all selected Enterprise SkillGroups while keeping the remaining configuration
Managing SkillGroups to Enterprise SkillGroups assignments
The choice can be done within the filter dialog, where the Value Lists for Enterprise SkillGroups and SkillGroups (incl. existing Collections) are shown and taken for the assignment during report execution:
Output of the report is the updated configuration of the selected Enterprise SkillGroups (same as Report "690 Enterprise SkillGroup Configuration"):
In order to update the configuration later on, it is recommended to save a copy of Report "691 SET Enterprise SkillGroup Configuration" for each Enterprise SkillGroup, where the latest assignment is stored within the Report filter.
Administration of Primary Queues
Primary Queues are used to determine if calls to a certain service (CallType) are actually handled by the responsible resources (skill groups or Precision Queue; hereafter referred to as Queue).As soon as the Primary Queues have been assigned to the CallTypes, this analysis can be done using the CallType Performance Reports.
What is a Primary Queue?
In case of high call volumes, there usually is an overflow in one or more queues:
Calls to Service A should primarily be answered by Queue A, calls to Service B by Queue B. If there is no agent available for a long time in Queue A, the call may also be queued in Queue B. Hence Queue A is the Primary Queue of Service A and Queue B the Primary Queue of Service B.
The mapping of skill groups and/or Precision Queues to the CallTypes and therefore the definition of the Primary Queues can be done by the Reporting-Administrators itself. Within the Basic-Folder "0 Admin" under "1 Primary Queue", the following Reports can be found for these purposes:
191 SET CallType PrimaryQueue Configuration
This Report is used to set (replace) the assignment of queues to the selected CallTypes
192 ADD PrimaryQueues to CallTypes
This Report is used to add the selected queues to all selected CallTypes while keeping the existing configuration
193 REMOVE PrimaryQueues from CallTypes
This Report is used to remove the selected queues from all selected CallTypes while keeping the remaining configuration
Managing Primary Queues to CallTypes assignments
The choice can be done within the filter dialog, where the Value Lists for CallTypes and Queues (incl. existing Collections) are shown and taken for the assignment during report execution:
Output of the report is the updated configuration of the selected CallTypes (same as Report "190 CallType Configuration"):
SkillGroup configuration Reports
All agent activities for outbound are separated from ACD inbound within the reports. This separation requires a specific identifier for outbound SkillGroups within the configuration database. For further applications it’s sometimes necessary to have another separation of SkillGroups in place. The following reports can be used to display or to modify the existing configuration.
The four reports 591, 592, 593 and 594 can be found within the Basic-Folder "0 Admin" under "5 SkillGroup".
Report "591 SkillGroup Type Configuration" can be used to display the current configuration of all selected SkillGroups. The report output contains all relevant information about the SkillGroups and the SkillGroup Type with the following possible values:
- Normal: Normal Inbound-SkillGroup or PrecisionQueue
- Outbound: SkillGroup to be used with the outbound option
- Special: Special tagged Inbound-SkillGroup or PrecisionQueue
Report "592 CHECK Outbound Type for SkillGroups" sets the SkillGroup Type to "Outbound" for all selected SkillGroups and shows the modified configuration.
Report "593 CHECK Normal Type for SkillGroups" sets the SkillGroup Type back to "Normal" for all selected SkillGroups and shows the modified configuration.
Report "594 CHECK Special Type for SkillGroups" sets the SkillGroup Type to "Special" for all selected SkillGroups and shows the modified configuration.
If the SkillGroup Type is changed on any object, all historical agent performance data needs to be reloaded again (export_id 12: Agent-Interval-Export for Basic-Interface).
Attribute assignment
Use report 901 Attribute Assignment (located within the folder "0 Admin" under "9 System") to show all the agents and their assigned values for each attribute.
This report does not have a mandatory filter.
Collections
All collection queries of the b+s Value Lists work with any placeholder as identifier within the name of all objects:
The Collection Name is free of choice but should represent the placeholder in the best case. The Collection Type must be of type "Identifier" and the placeholder of the name entered as the Identifier:
The values are automatically assigned to the collection upon saving (in this example, all CallTypes containing "Connects" within the name):
Starting from CUIC 12.0, there is an automatic refresh of the populated values within a collection. If the CCE configuration changes, the Value Lists and Collections using collection queries are refreshed at midnight (using the CUIC server time zone). This only applies if they are of the type Identifier or Regular Expression. Collections of the type Values still have to be maintained manually.
Time zone functionality
b+s Reports for CUIC offers a dedicated time zone functionality, which allows central controller data to be converted to any other time zone. This feature is useful for world-wide deployments working with one central controller (CC).
Refer to the corresponding chapter within the configuration section for more details.
Mapping of ECC Variables (CallByCall only)
Specify up to 10 Expanded Call Variables that should be included within the CallByCall Reports.
Refer to the corresponding chapter within the configuration section for more details.
Adjustments for data retention periods
The default settings will delete CallType and Campaign interval data after 1500 days and all other data after 400 days.
Refer to the corresponding chapter within the configuration section for more details.
Media Mapping
You can specify which existing non-voice Medias should be mapped to agent reportings that are called "Chat" and "Email" within our standard templates.
Refer to the corresponding chapter within the configuration section for more details.
Mapping of custom activity fields (ECE only)
Specify up to 10 custom activity fields which can be included in the ECE Dept. Activity Details Reports.
Refer to the corresponding chapter within the configuration section for more details.
System settings
The following settings can be changed at any time and will instantly affect the data output. Re-loading data is not required.
AgentName Display
You can change how the agent names are displayed within the reports. As per default and as documented within the field descriptions, this field displays the concatenation of the AgentLastName and the AgentFirstName (Value = 0). This can be changed so that it displays the EnterpriseName (Value = 1).
Refer to the corresponding chapter within the configuration section for more details.
Value List Query for bs_Agent (PCCE only)
In PCCE environments, the EnterpriseName of the agents is generated automatically (combination of PeripheralID and PeripheralNumber) and cannot be changed manually. There are several options, how this can be changed.
Refer to the corresponding chapter within the configuration section for more details.