Nortel Express Call Center User manual

Nortel Symposium Express Call Center
Reports and Displays Guide
Product release 4.2 Standard 2.0 March 2005
297-2183-515

Nortel Symposium Express Call Center
Reports and Displays Guide
Publication number: 297-2183-515
Product release: 4.2
Document release: Standard 2.0
Date: March 2005
Copyright © 2005 Nortel Networks, All Rights Reserved
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Symposium
Express Call Center is proprietary to Nortel Networks. Any other use of the data and the
transmission process is a violation of the user license unless specifically authorized in writing by
Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this
process or the related hardware constitutes grounds for an immediate termination of the license and
Nortel Networks reserves the right to seek all allowable remedies for such breach.
*Nortel, Nortel (logo), the Globemark, and This is the Way, This is Nortel (design mark), CallPilot,
DMS, DMS-100, DMS-250, DMS-MTX, DPN, Dualmode, Helmsman, IVR, MAP, Meridian,
Meridian1, Meridian Mail, Norstar, Optivity, SL-1, SL-100, Supernode, and Symposium are
trademarks of Nortel Networks.
CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS,
POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft
Corporation.
SYBASE is a trademark of Sybase, Inc.
PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation.

Reports and Displays Guide v
Publication history
March 2005 This is the Standard 2.0 version of the Nortel Symposium
Express Call Center Reports and Displays Guide for Release
4.2.
April 2003 This is the Standard 1.0 version of the Nortel Networks
Symposium Express Call Center Reports and Displays Guide
for Release 4.2.

vi Symposium Express Call Center
Publication history Standard 2.0

Reports and Displays Guide vii
Contents
1Getting started 13
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Overview of reports and displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Logging on to the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
2Working with reports 21
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Where reports are stored . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Export formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Section A: Creating user-defined reports 29
Overview of user-defined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Creating user-defined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Section B: Creating user-created reports 41
Overview of user-created reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Running the Database View Definitions report . . . . . . . . . . . . . . . . . . . . . . . 44
Defining a connection to the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Creating a new report in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Using database aliases in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Creating a new report in another application . . . . . . . . . . . . . . . . . . . . . . . . . 64
Importing a report created in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . 66
Adding customized formulas in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . 69
Section C: Managing reports 71
Changing properties of reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Changing the site name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Starting the Report Listener . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Configuring a default printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Other procedures for reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

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Section D: Using reports 89
Overview of using reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Activating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Deactivating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Previewing and printing standard and ad hoc reports. . . . . . . . . . . . . . . . . . . 94
Printing the configuration report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
3Frequently asked questions 101
Pegging questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
General questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Questions about reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Questions about custom reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
4Working with real-time displays 113
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Customizing real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Viewing real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
5Standard reports 125
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Section A: Activity code reports 133
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Activity Code By Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Activity Code By Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Not Ready Reason Codes By Agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Section B: Agent reports 147
Agent Average Calls per Hour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Agent Average Calls per Hour, Bottom 5. . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Agent Average Calls per Hour, Top 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Agent By Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Agent By Application Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Agent By Skillset Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Agent DN Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Agent DN Performance Calls Answered, Bottom 5. . . . . . . . . . . . . . . . . . . 166
Agent DN Performance Calls Answered, Top 5. . . . . . . . . . . . . . . . . . . . . . 168
Agent Login/Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Agent Network/NACD Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Agent Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Agent Performance By Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

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Agent Performance Calls Answered, Bottom 5 . . . . . . . . . . . . . . . . . . . . . . 185
Agent Performance Calls Answered, Top 5 . . . . . . . . . . . . . . . . . . . . . . . . . 190
Agent Short Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Agent Transferred/Conferenced Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Estimated Revenue Per Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Section C: Application reports 203
Application By Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Application By Skillset. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Application Call Treatment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Application Delay Before Abandon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Application Delay Before Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Application Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Crosstab - Application Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Section D: Configuration reports 229
Configuration report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Activity Code Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Agent By Supervisor Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Agent Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Agent Skillset Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Application Script Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Application Template Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
CDN Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Database View Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
DNIS Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Formula Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Historical and Real Time Statistics Properties . . . . . . . . . . . . . . . . . . . . . . . 261
IVR Queue and Port Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Logged In Agent Position ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Real Time Template Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Route Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Script Variable By Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Script Variable Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Skillset Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Supervisor Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Telephone Display Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
User Access Privilege . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Section E: IVR reports 293
IVR Port First Login/Last Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
IVR Port Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
IVR Queue Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299

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Section F: Resource reports 303
CDN Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Crosstab - CDN Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
Crosstab - DNIS Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
Crosstab - Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
Crosstab - Trunk Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
DNIS Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Music/RAN Route Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323
Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
Trunk Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
Section G: Skillset reports 333
Crosstab - Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
Skillset By Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
Skillset Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
AReal-time displays 343
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Agent real-time display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Call center summary real-time display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
Skillset real-time display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
BData dictionary 351
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Section A: Summarized historical statistics 357
Overview of summarized historical statistics . . . . . . . . . . . . . . . . . . . . . . . . 358
Types of views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Linking views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Types of calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
ActivityCodeStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
AgentByApplicationStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
AgentBySkillsetStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
AgentPerformanceStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
ApplicationStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408
CDNStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
DNISStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
IVRPortStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
IVRStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
RANMusicRouteStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
RouteStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447

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SCCSDBSpace views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
SkillsetStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453
TrunkStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460
Section B: Event statistics 465
Overview of event statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466
eAgentLoginStat view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
eCallbyCallStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470
eIVRPortLoginStat view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479
Section C: Configuration views 481
Overview of configuration views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
AccessRights view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484
ActivityCode view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488
Agent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 489
Application view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
ApplicationByScript view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496
ApplicationThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 499
CDN view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
CodeToMessage view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503
DNIS view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
DNISThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 506
Formula view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
HistoricalStatCollection view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509
HistoricalStatDuration view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513
HistoricalStatStorage view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 515
IVRPort view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517
IVRQueue view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519
IVRThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521
PhonesetDisplay view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523
RealTimeColumn view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524
RealTimeStatCollection view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 526
RealTimeTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 529
Route view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531
RouteThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
ScheduledSkillsetAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535
ScheduledSupervisorAssignment view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538
Script view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 541
ScriptVariableProperties view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543
ScriptVariables view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 545
Skillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547
SkillsetByAgent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550
SkillsetByAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 552

xii Symposium Express Call Center
Contents Standard 2.0
SkillsetThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555
SummaryThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557
Supervisor view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
SupervisorAgentAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562
SupervisorByAssignment view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564
SwitchPort view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567
UserTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 569
UserThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571
Views view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573
CAgent state tracking 575
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576
Pegging of agent state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 577
Real-time status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 581
DEntity relationship diagrams 585
Overview of entity relationships. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 586
IDEF1X notation conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587
Statistics entity relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 593
Symposium database entity relationships. . . . . . . . . . . . . . . . . . . . . . . . . . . 601
Glossary 605
Index 617

Reports and Displays Guide 13
Chapter 1
Getting started
In this chapter
Introduction 14
Overview of reports and displays 16
Skills you need 17
Logging on to the system 19

14 Symposium Express Call Center
Getting started Standard 2.0
Introduction
Welcome
Nortel Symposium Express Call Center Release 4.2 is designed to provide a
simplified call center solution for call centers with up to 150 agents and up to
5000 calls per hour.
The Nortel Symposium Express Call Center Reports and Displays Guide
provides the information you need to create and manage system reports and to
use reports and displays to monitor your system performance.
This guide also contains descriptions of the standard reports, and a data
dictionary that you can use to create your own custom reports.
Who should read this guide
This guide is for Symposium Express Call Center administrators who are
responsible for creating and managing reports and using reports and displays.
Assumptions
This guide assumes that Symposium Express Call Center has been correctly
installed and is operational. If the application has not been installed, then you
should speak to your distributor and have the application installed.
Access rights
This guide assumes that you have the required privileges and access rights to
perform the procedures in this guide. For more information, refer to the Nortel
Symposium Express Call Center Call Center Management Guide.

Reports and Displays Guide 15
March 2005 Getting started
Optional features
Some of the features described in this guide are optional. To determine which
features you have access to, Nortel supplies a special code called a keycode,
which you use when you install the Symposium Express Call Center software.
Fields and commands for features that you did not purchase are not available.

16 Symposium Express Call Center
Getting started Standard 2.0
Overview of reports and displays
Reporting
Symposium Express Call Center offers a set of standard reports that enable you
to analyze statistics such as skillset activity, agent performance, and the
demographics of a specific customer. You can create user-defined reports using
the standard reports as a template. (Unlike standard reports, user-defined reports
can be scheduled and modified.) You can also design customized user-created
reports using Crystal Reports or any other standard report writer that conforms
to the industry standards of ODBC and SQL.
You can output reports to a printer or to a file for export to another application.
Displays
Symposium Express Call Center also offers a set of real-time displays that you
can use to monitor the current status of the call center. You can configure
different threshold levels and colors for these displays.
Accessing reports and displays
To access the reporting and display features of Symposium Express Call Center,
you use the Symposium Express Call Center client application. This chapter
explains how to use the client to log on to the server. For more information, see
“To log on to the system” on page 19.

Reports and Displays Guide 17
March 2005 Getting started
Skills you need
Introduction
This section describes the skills and knowledge you need to use this guide
effectively.
Skills you need to use standard reports
Symposium Express Call Center comes with a number of standard reports
designed to satisfy most requirements. You can generate these reports on an ad
hoc basis, or use them as templates to create user-defined reports. To use
standard or user-defined reports, you need the following skills and knowledge:
!understanding of Symposium Express Call Center
!understanding of call center concepts
!knowledge of your call center information requirements
Skills you need to create customized reports
If you are unsatisfied with the layout and content of the standard reports, you can
change the arrangement of the fields, or remove fields and add new ones. To do
so, you need the skills listed in the preceding section, plus familiarity with the
following products, standards, and concepts:
!Crystal Reports
!Structured Query Language (SQL)—the ability to write reports with
intervals, subtotals, totals, and calculations
!database management and administration—an understanding of database
views, data dictionaries, and data schemas

18 Symposium Express Call Center
Getting started Standard 2.0
Skills you need to create expert reports
Expert users can create new reports by manipulating the statistics in the tables,
as well as change the formulas used to calculate statistics. To do so, you need the
skills listed in the preceding section, plus familiarity with the following
standards and concepts:
!Open Database Connectivity (ODBC)
!Structured Query Language (SQL)—the ability to write SQL queries and
select statements; to repair, restore, and manipulate SQL databases; and to
create and debug complex reports
To create applications that manipulate SQL databases or generate reports, you
need to know Microsoft Visual Basic, C++, or a similar programming language.

Reports and Displays Guide 19
March 2005 Getting started
Logging on to the system
Introduction
Before you can use reports or real-time displays from Symposium Express Call
Center, you must log on to the system.
Assumptions
This procedure assumes the following:
!The site and systems you want to access have been set up and configured by
your distributor.
!You know the user ID and password required to log on to the system. If you
do not know this information, contact your distributor.
!A desktop shortcut has been set up to allow you to access your application
quickly. For more information, see the Nortel Symposium Express Call
Center Call Center Management Guide.
To log on to the system
1Double-click the Symposium Express Call Center desktop icon desktop
shortcut.
Result: The Nortel Networks SMI Login dialog box appears.
2Enter your user ID and password.

20 Symposium Express Call Center
Getting started Standard 2.0
If you are a customer administrator, type custadmin in the User ID box. In
the Password box, type the password provided by your Nortel
representative.
If you are a supervisor, enter the user ID and password assigned by your
customer administrator.
If you do not know this information, contact your Nortel representative or
your distributor.
3Click OK.
Result: The Administration window appears.
Note: If a connection cannot be made, then an error message appears,
stating that a server connection cannot be established.