Alcatel Contact Center - Advanced Filtro

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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Statistics: Principle and PossibilitiesRef. CCD01026P01TEUS Issue 04

22All Rights Reserved © 2006, Alcatel-Lucent

Statistics: Principle and Possibilities

Excel

EXCEL

EXCEL provides complete data on all CCd objects (pilot, PG, agent, code,trunks…).

EXCEL can display predefined or customized statistic reports.

Reports creation can be done manually or automatically.

A lot of templates are available and are stored under: C:\Program Files\Alcatel\A4400 Call Center Supervisor\ Excel\Formats

FormPil.xls

FormCod.xls

FormTeam.xls

FormAg.xls…

All parameters of all report types are explained in the help file which islocated in:

C:\Program Files\Alcatel\A4400 Call Center Supervisor\lang \Excel\Doc

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pilot 1 PG1/pil1 PG2/pil1 PG5/pil1 allPG/pil1

pilot 1 PG1/pil1 PG2/pil1 PG5/pil1 allPGl/pil1



1 M O N T H

1 D A Y

( p r e c i s i o n 1 5 m n )


Excel

EXCEL: Template file structure

Example taken for the pilot object.

Every table has 32 lines

In another way, for a daily request with a detail of 15 min , it is needed 24*4=96 lines so 3 tables.

This principle is the same for every excel template file

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Excel

EXCEL parameters customization

From CCs: Window / customize…

Maximum number of objectsthat can appear in an Excel

form (up to 25).

If this option is not checked,

the user will not have any

access to the CCs Excelfunctions.

Password used to protect theExcel forms.

Check this box to maintain

the anonymity of agents inExcel forms.

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Excel

EXCEL parameters customization

From CCs: Window / customize…

"The edition is done even if there is no info in the given period:"

Check this box to carry out the statistic edition even if there is no information for the given period.

"Also display period with no info:"

Check this box to display every period even if it contains no information.

Note: this option is not available for some formats.

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Excel

Remind to edit manual statistic.

Example taken using a pilot.

From CCs interface, Statistics / Excel / Pilot

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Excel

Remind to edit automatic statistic.

Example taken using a pilot for a daily edition (at 3pm).

From CCs interface, Configurations / Precompiled Statistics / Daily edition

Pilot statistic file saved every day at 3pm

under the directory:

C:\Program Files\Alcatel\A4400

Call Center Supervisor\Excel\Daily\Pilotes.

A directory according to the saving day

(e.g.: 20/04/08) will contain the statistic

file(s) (objectname.xls).

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Alcatel-lucent OmniTouch Contact Center Standard Edition – Customization of Excel CountersRef. CCD01026P03TEUS Issue 03


Customization of Excel Counters

Alcatel-lucent OmniTouch Contact Center

Standard Edition

OBJECTIVES

To know the principle of the statistics

To know how to create an Excel customized template

To locate the files to be modified

To describe the principle of customization

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CCsCCs

RequestE.g.: Pilot

Results

File creation

TEMP.XLS- structure of empty table

+ data results

Worksheet: generalTemplate file:

(ccs/excel/formats)

formpil.xls for pilots

formteam.xls for PG

etc...

Worksheet: general

1 3 2

4 5 5

1 4 0


Principle: without customization

CCd

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Worksheet:

general

Template files:

FormPil.xls for pilots

FormTeam.xls for PG

FormAgt.xls for agentFormCod.xls for code

Formpgo.xls for PG other

FormSyst.xls for trunks

Worksheet:

custom

Worksheet:general

1 3 2 4 5 5

1 3 2 1 4 0

4 5 5 1 4 0

File TEMP.XLS

1 3 0

1 3 2

4 5 5

Worksheet:

custom

Links


Principle: with customization

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Method

Opening of a template file.

Open the file corresponding to the CCdistribution object under:

\Program Files\Alcatel\ A4400 Call Center Supervisor\ Excel\ Formats

FormPil.xls pilot

FormAgt.xls agent

FormTeam.xls processing group

FormpAg.xls agent per pilot

FormpGT.xls group per pilot

Formpgo.xls group type other

FormSyst.xls trunks

FormCod.xls transaction code (3digits)

FormCods.xls detailed transaction code (3digits)

FormPS.xls statistic pilot

FormPePS pilot and statistic pilot

FormPpPS pilot per statistic pilot

Reminder: This work must be done on the template file and not on the result temporary file (Temp.xls).

The only code which is available on CCsupervision statistics is the business code (3 digits max).

CCsupervision menu is a bit confusing because it is written «transaction code» but it is actually a business code.

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Method

Opening of a template file (next).

Template file example taken for an object pilot:

FormPil.xls

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Method

Create an additional worksheet.

Insert a new worksheet in the template file.

Right click on the tab "General" to insert a new Worksheet.

Rename this new Worksheet (e.g.: custom).

Right click on the tab "Sheet1" to rename it.

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Method

Create of spreadsheet on the new worksheet.

Copy a part (the number of wanted column) of the worksheet "General".

In the following example, we would like to display the total received calls and thetotal abandoned calls for a day (granularity: 1 hour).

So, to do that:

Structure spreadsheet building: copy from "General" spreadsheet a structure spreadsheet

from B7 to D43 and paste it in the "custom" worksheet.

- 3 columns (1 for the transition, 1 for the received calls and 1 for abandoned calls),

- more than 24 lines to edit statistics over a day split per hour.

Transitions for the considered

period. In this example, 1 linerepresents to 1 hour.

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Method

Create of spreadsheet on the new worksheet (next).

Linked the value from "General": copy from "General" and paste special to "custom, thevalue you would like to retrieve in your customized spreadsheet.

identical value (e.g.: transitions and abandoned calls),

Calculated value using a formula (e.g.: the total received calls).

Identical value copied from "General" to "custom:

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Method


Calculated value using a formula:

Press tovalidate the selection

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Method


Calculated value using a formula:

To copy the formula for the other

cells, select the cell containing the

formula and click on the right

bottom corner of the cell (as shown).

Move the mouse up to the

cell you want to copy the

formula. The cell reference

will be upgraded.

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Method


Helpful functions =IF(test, result1, result2)

The result is result1 if the test1 is true else the result is result2

AND(test1, test2,...)

The result is true only if every argument is true

OR(test1, test2,...)

The result is true if at least one argument is true

=VLOOKUP(searched value, table, column n°)

Look for a value in a certain column of the table

=COUNT(range)

The is result is the number of cells witch contain a number

=COUNTA(range)

The result is the number of cells witch are not empty

=COUNTIF(range, test)

The result is the number of not empty cells witch check the condition

Example of syntax:

=IF( OR (B210), "" , B2)

=VLOOKUP( 3 , A1:D5 , 5) --> Take the value in the column 5 of the table A1:D5 where the 1st column is equal to 3

=COUNT(A1:A6)

=COUNTIF(A1:A7 , >10)

The function VLOOKUP can be interesting to transform the pilot name (ex: (5501)HotLine) ) into ( HotLine ) by using

a table.

Example: =VLOOKUP( «(5501)HotLine» , A1:B6 , 2)

The function COUNT and COUNTA can be useful for average calculation

average = SUM / COUNT(A1:A7)

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Method


Modify the column title in the "custom" spreadsheet: select the cell containing the columntitle and modify the contain.

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Method


Copy from "General" the title of the worksheet:

copy and paste the cells A1, G1, G2 from "General" to "custom"

Copy and paste special the cells A2, A3, N1, N2

Example for the cell "A2" which will contain the object name requested for the

statistic report:

From "General" worksheet: To "custom" worksheet:

Cell A1 contains the worksheet title (e.g.: Pilot Activity).

Cell A2 contains the object name selected for the statistic request (e.g.:Pilot: 3X600 (31600)).

Cell A3 contains the period on which the statistics report has been done (e.g.:From 0:00 to 24:00, the 23 of April 2006).

Cell G1 contains "Number of tables" and cell N1 the number of table(s).

Cell G2 contains "Number of pilot informed" and cell N2 the number of pilot(s).

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Method

Insert a graphic.

The following example proposes to display the total received calls and the

abandoned calls on 2 different columns.

Select the worksheet "custom" and in the menu: Insert/ chart

The data range

concerned to build

the graphic.

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Method

Insert a graphic (next).

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Method

Result of the creation.

In the CCs interface, Statistics/ Excel/ Pilot

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Caution

How many spreadsheet do you need to add in you customized worksheet?

The need:

Statistic report on a pilot object. The customization will display the total received calls and the total abandoned

calls.

A report has to be edited every day.

The granularity has to be ½ hour.

Could you take the previous customization?

NO!, because only 1 table form has been created, so with the granularity of

½ an hour, you will retrieve only the transition from 0:00 to 16:00.

Which modification do you have to do?

You have to create, in "custom", a second table form linked to the value

contained in the "General" second table form.

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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Excel MacroRef. CCD01026P04TEUS Issue 04


Excel Macro

Alcatel-Lucent OmniTouch Contact Center

Standard Edition

OBJECTIVES

To understand the principle of Excel macro and to detect when it’s needed

To know how to create a simple macro

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Excel Macro

Definition

Program written in VBA:

Visual Basic for Application.

Enable to automate some repetitive tasks

in Office applications (Excel, Word, Access...).

Can be used for CCs Statistics.

When using an office application, its often happens to repeat the same boring tasks manually.

The solution is therefore to automate these tasks by programming in Visual Basic for Application.

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Excel Macro

Examples

Get the right object name in a report or in a graphic

Instead of the name «Pilot : AFinfos(5501)»,we could get «AFinfos»

Mix some counters from different template files

PG counters and Agent counters in a same filein case of 1 agent per PG

Calculate the right averagesaccording to the number of days in a month

Replace business codes by their real meaning

Get a file which contains a sum up of the year

For every launch of statistic pilot,the macro could retrieve some data from the created fileto insert them in a specific file called summary

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Excel Macro

Principle

Macro using principle:

Define the need.

Example : Replace the business code by the real meaning

Create an Excel Macro in the template file.

Validate the Excel macro execution in the CCs statistics request.

Verify the correct execution in the generated excel file.

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LONDON CALABASAS

Excel Macro

Define the need

Define the need.

Example : automated replacement of business code by real meaning

"FormCods.xls" template is concerned by this customization.

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"codes" sheet

FormCods.xls

(customized sheet)

Excel Macro

Define the need

Define the need (next).

The ACDMacro has to open the file macro.xls,

look for the real meaning of the code 002then replace the code 002 by «LONDON»

in the customized sheet.

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Excel Macro

Create an Excel Macro

Create an Excel Macro in the template file.

Open "FormCods.xls". C:\Program Files\Alcatel\A4400 Alcatel-Lucent Contact Center Supervisor\

Excel\Formats\FormCods.xls

Create a customized sheet (e.g. custom).

Copy and paste the "General" sheet in the "custom" sheet.

Create an other sheet for the correspondence between code and realmeaning.

Name this new sheet "codes",for example, and create the following table form:

Use the VB editor (Excel 2000) and insert a module to write the macro.

Tools\ Macro\ Visual Basic Editor

Insert/ Modules

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Excel Macro

Create an Excel Macro

Create an Excel Macro in the template file (next).

write a macro as follows:

Don't forget to save the template

file (in this example: FormCods.xls).

Function SearchCode(Code As String) As String

' Function to research the equivalent code

Dim MaxItem As Integer

Dim FilePath As String

Dim result As String

MaxItem = 7 ' Number of lines to take into account

Sheets("codes").Select ' Data sheet activation

result = Code

For i = 3 To MaxItem

If (Code = ("Code" + " " + Cells(i, 1))) Then

result = Cells(i, 2)

Else

End If

SearchCode = result

Next

End Function

Sub ACDMacro()

' Macro CCS : ACDMacro

Dim InitialValue As String

Dim NewVal As String

Dim Index As Integer

Dim i As Integer

For i = 0 To 4

Index = 4 + 4 * i

Sheets("custom").Select

InitialValue = Cells(6, Index)

NewVal = SearchCode(InitialValue)

Sheets(“custom").Select

Cells(6, Index) = NewVal

Next

End Sub

Main programFunction

The aim is not to explain VB language but to understand the principle that is to say:

- the macro begins with Sub ACDMacro()

- and finishes with End Sub

The ACDMacro can call another macro (procedure).

Therefore, the system is not limited to ONE macro in case of CCs statistics .

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Excel Macro

Validate the macro execution

Validate the Excel macro execution in the CCs statistics request and start the

statistic request.

Check the option "Run Macro (ACDMacro)". Using the CCs interface, Statistics/ Excel/ Detailed transaction codes

Before starting the statistic request, you need have some tickets stored in usr4/afe including business code.

So, if the business code management for, at least, one pilot is not already done, you have to do it.

Remind about this management (e.g.: pilot 3x600):

Applications/ CCD/ Pilot

Pilot number: 3x600

Transaction Code Dialing

Transaction code Dialing Timer: 100

N°. of Transac. Code Dialing Digits: 3

Business Code: True

The result of this management will be:

When an agent hangs up a CCd conversation, before being in automatic wrap up, during 10 seconds, he will be

able to enter a business code according to the received calls.

E.g.: for a received call from London, the agent will enter the code 002.

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Excel Macro

CCs statistic report

Verify the correct execution in the generated Excel file

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Alcatel-Lucent OTCC Standard Edition

Statistics customization

Issue 03 Ref. CCD01026S03TEUS.doc HOS. 1

All Rights Reserved © 2006, Alcatel-Lucent

HANDS-ON EXERCISES SOLUTIONS

OBJECTIVE

- To learn how to customize statistics

MANAGEMENT

1. Create a customized worksheet "custom", for the pilot object, to display in the report:

- total number of received calls

- total number of abandoned calls

- average waiting duration of served calls

- efficiency

This customized template will be used for one pilot and for a manual request (the

granularity must be 1 hour from 09:00 to 17:00).

1°) Open the Excel file regarding the pilot object:

Start/ Programs/ Accessories/ Windows Explorer

C:\Program Files\ Alcatel\ A4400 Call Center Supervisor\Excel\ Formats

FormPil.xls

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HOS. 2 Ref. CCD01026S03TEUS.doc Issue 03


2°) Select the tab "General" and right click to create a new worksheet:

3°) Right click on the tab "Sheet1" to rename it "custom":

4°) Copy from "General" to "custom" the structure of the spreadsheet:

You need 4 columns to edit the statistics data and the transition column (to split the

hour in a day). So you have to copy a table form including 5 columns from "General".

You have in the custom worksheet, the structure of the table form.

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Now, you have to realize the link, for the statistics data, from the "General" spreadsheet

to the "custom" spreadsheet.

4°) Copy from "General" and paste with link to "custom" the statistics data:

You have to calculate the total number of received calls. This total is equal to the

sum of total received calls in open state, general forwarding state and blocked

state.

Select in "custom" the location of this total (C:8) and type in the formula bar "=".

Then select in "General" the cells C:8 to E:8, and press return to validate your

selection.

You have now in "custom", in the cell C:8 the formula =General!C8:E8. That is done

for 1 cell, you have now to copy this formula for all the other cells (from C:9 to

C:43). To do that, select the cell C:8, move the mouse at the right bottom of the

corner.

You are in this situation:

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Now, click and move the cross at the end of the table form. The formula is copied

for all the cells

For "the total number of abandoned calls" and for the transition, you have just to

copy and to paste with link the data from "General" to "custom" because the

counter already exists.

For "average waiting duration of served calls" and "efficiency", same procedure

that previously, also the counter already exists. Nevertheless, you have to modify

the format cell:

Right click on the cell and select "Format Cells…":

- For "average waiting duration of served calls", choose Custom and select

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The result of the report could be:

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2. Using the previous customization, add a graphic with the following data:

- total number of received calls

- total number of abandoned calls

This chart is located on the same sheet with the chart title equal to "PILOT GRAPHIC".

1°) Insert the graphic in the same sheet:

Insert/ Chart…

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The graphic, that you have realized, is displayed on the same sheet of the

customized pilot spreadsheet.

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2°) To edit a report for Monday (first day of the course) from 9:00 to 17h00 for the pilot

31600, you have to use the CCs interface:In the CCs, Statistics/ Excel/ Pilot

The report edited could like shown below:

Date post:	07-Jul-2018
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