Nortel Quality Monitoring User manual

Nortel Quality Monitoring
Graphing and Reporting Guide
Product Release 6.01 Standard 3.0 September 2007
297-2183-953

Nortel Quality Monitoring
Graphing and Reporting Guide
Publication number: 297-2183-953
Product release: 6.01
Document release: Standard 3.0
Date: September 2007
Copyright © 2007 Nortel Networks.All Rights Reserved.
All materials provided herein are the exclusive property of Nortel Networks and its licensors.
Only expressly authorized individuals under obligations of confidentiality are permitted to
review materials in this document. By reviewing these materials, you agree to not disclose
these materials to any third party unless expressly authorized, and to protect the materials
as confidential and trade secret information. Any unauthorized review, retransmission,
dissemination or other use of these materials is strictly prohibited. If you are not authorized
to review these materials, please return these materials (and any copies) from where they
were obtained. All materials found herein are provided "AS IS" and without warranty of any
kind.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 Nortel
Quality Monitoring 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, the Nortel logo and the Globemark are all trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.

Graphing and Reporting Guide iv
Revision history
September 2007 Standard 3.0. Nortel Quality Monitoring Graphing
and Reporting Guide is up-issued for Product
Release 6.01.
March 2007 Standard 2.0. Nortel Quality Monitoring Graphing
and Reporting Guide is released.
November 2006 Standard 1.0. Nortel Quality Monitoring Graphing
and Reporting Guide is released.
July 2006 Nortel Quality Monitoring Graphing and
Reporting Guide reformatted according to Nortel
guidelines.

Graphing and Reporting Guide v
Contents
1Getting Started 7
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 11
2Graphs and Reports 13
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Agents on a Question graph and report . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Group Detail graph and report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Group Detail (Consolidation) graph and report . . . . . . . . . . . . . . . . . . . . . 22
Group Summary graph and report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Group Summary (Consolidation) graph and report . . . . . . . . . . . . . . . . . . 30
Multi-groups on Each Question graph and report . . . . . . . . . . . . . . . . . . . 32
Multi-groups on Each Section graph and report . . . . . . . . . . . . . . . . . . . . . 35
Trend Over Time graph and report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Activity graph and report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Index 45

Contents Standard 3.0
vi Nortel Quality Monitoring

Graphing and Reporting Guide 7
Chapter 1
Getting Started
In this chapter
About this guide 10
How to get help 11
Software and documentation version numbering 11

Getting Started Standard 3.0
8 Nortel Quality Monitoring
About this guide
The Nortel Quality Monitoring Graphing and Reporting Guide provides
samples and descriptions of the graphs and reports that you can run from the
Graph application.
Intended audience
This document is designed to be used by personnel who carry out analysis of
agent performance.
Additional references
The following guides contain additional information you might find helpful.
Administration Guide
Installation Guide
Server Infrastructure Guide
Evaluations Guide

September 2007 Getting Started
Graphing and Reporting Guide 9
How to get help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site
The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation for Nortel
Contact Recording and Quality Monitoring, see the Web page for Nortel
Contact Recording and Quality Monitoring documentation, which is located
at http://www.nortel.com/helmsman.
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is the Nortel
Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support Web site and Nortel Knowledge Base for answers to
technical issues
open and manage technical support cases
Getting help over the phone from a Nortel Solutions Center
If you do not find the information your require on the Nortel Technical
Support Web site, and you have a Nortel support contract, you can also get
help over the phone from a Nortel Solutions Center.

Getting Started Standard 3.0
10 Nortel Quality Monitoring
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the Web site below to obtain the phone
number for your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing
Code
You can use an Express Routing Code (ERC) to more quickly route your
call to the appropriate support specialist. To locate the ERC for your product
or service, go to:
http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a
distributor or authorized reseller, you can contact the technical support staff
for that distributor or reseller.

September 2007 Getting Started
Graphing and Reporting Guide 11
Software and documentation version
numbering
Nortel Contact Recording and Quality Monitoring documentation is issued
for Nortel Contact Recording Package Release 6.01. The individual Nortel
Contact Recording and Quality Monitoring software components that you
install may display a different number. This is a known issue that does not
affect system performance. Version 6.01 will be reflected in future software
updates. Use the Nortel Contact Recording and Quality Monitoring
documentation for Release 6.01 with Nortel Contact Recording Release
6.0.1, Nortel Contact Recording Viewer, Nortel Contact Recording Archive,
and Nortel Contact Recording TDM Recorder Release 6.0.2, and Quality
Monitoring 6.0 Service Pack 4.

Getting Started Standard 3.0
12 Nortel Quality Monitoring

Graphing and Reporting Guide 13
Chapter 2
Graphs and Reports
In this chapter
Overview 14
Agents on a Question graph and report 16
Group Detail graph and report 19
Group Detail (Consolidation) graph and report 22
Group Summary graph and report 27
Group Summary (Consolidation) graph and report 30
Multi-groups on Each Question graph and report 32
Multi-groups on Each Section graph and report 35
Trend Over Time graph and report 38
Activity graph and report 41

Graphs and Reports Standard 3.0
14 Nortel Quality Monitoring
Overview
The Graph application, located within Nortel Quality Monitoring,
provides detailed reporting for each of the evaluation forms that
your organization uses. There is also a report that tracks the use
and productivity for each user of the product.
You can select different managerial levels from which to report when using
the supervisor hierarchy, (as explained in the Nortel Quality Monitoring
Administration Guide and class) or by electing to run your reports by all
agents.
Built-in graphs and reports
There are nine built-in reports with graphs available in Nortel Quality
Monitoring designed to meet the different needs of today’s contact center.
All graphs and reports can be run with the following specifications:
Date range specified to track trends and analysis over any given time
period
3-D or 2-D view
Rotated view of the graph by using the Rotate Graph slide bars.
Exporting graphs and reports
Using the Export feature, you can export any graph and report to
an outside drive. This allows for easy archiving and retrieval
when composing historical analysis. The exports can be saved in
the following forms:
Spreadsheet
Text document
Several database formats for use in such programs as Microsoft Access.

September 2007 Graphs and Reports
Graphing and Reporting Guide 15
Displaying graphs and reports
This guide contains the following for each report:
Definition
Use of each report
Displays all reports and graphs to allow for easy understanding and
implementation within your center.
The graphs and reports shown are actual format examples of the different
reports used in various centers today.

Graphs and Reports Standard 3.0
16 Nortel Quality Monitoring
Agents on a Question graph and report
The following figure shows the Agents on a Question graph:

September 2007 Graphs and Reports
Graphing and Reporting Guide 17
The following figure shows the Agents on a Question report preview:
Overview
The Agents on a Question graph and report analyze one agent or a group of
agents on a single question. You select the desired question for which to run
the graph and report. The following items are displayed:
QUESTION
Agent Name
Number of evaluations (# of Evals)
Maximum score possible (Max Score)
Actual score (Score)
Percent

Graphs and Reports Standard 3.0
18 Nortel Quality Monitoring
Using this report
You can use this report to show a comparison between agents on any single
question by choosing only a select number of agents, or by running the
report for all agents in your center.

September 2007 Graphs and Reports
Graphing and Reporting Guide 19
Group Detail graph and report
The following figure shows the Group Detail graph:

Graphs and Reports Standard 3.0
20 Nortel Quality Monitoring
The following figure shows the Group Detail report preview:
Overview
The Group Detail graph and report average performance for agents within a
specified time frame. If no time frame is selected, the system uses all
existing evaluations for the specified agent.
The information is displayed in alphabetical order as follows:
Agent name
# of Agents (not really necessary as it always shows 1 because you are
selecting agents not groups)
# of evaluations (# of Evals) (number of evaluations)
Total (the agent’s total score)