Aspect eworkforce Management Perform User Guide 7.2

Aspect® eWorkforce Management™ Perform User Guide 7.2

© 2008 Aspect Software, Inc. All Rights Reserved. Unauthorized Reproduction Prohibited By Law. The content of this publication is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by Aspect Software, Inc. Aspect Software, Inc. assumes no responsibility or liability for any errors or inaccuracies that may appear in this publication. Aspect Software, Inc. reserves the right to change information in this publication without notice, as a result of product enhancements or other reasons. Aspect, Aspect Software, Aspect CallCenter, Spectrum, Aspect Customer Self Service, Unison, Unison Predictive Dialer, Conversations, Conversations Predictive Dialer, Enterprise Contact Server, Contact Server, EnsemblePro, Unified IP, Uniphi Suite, PerformanceEdge, eWorkforce Management, RightForce, RightForce Workforce Management, Analyzer, Campaign Optimizer, Enterprise Campaign Manager, Aspect Quality Management, Aspect Performance Management, Unified Command and Control, DataMart, and LYRICall are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. Use of any Aspect Software, Inc. trademark is subject to express written pre-approval from Aspect Software, Inc. Any other brands, product names, company names, logos, trademarks, and/or service marks used in this publication are the property of their respective owners. The works of authorship contained in this publication, including but not limited to all design, text and images and the software described herein, are owned, except as otherwise expressly stated, by Aspect Software, Inc., or its affiliates or licensors. The entire contents of this publication are protected by United States’ and worldwide copyright laws and treaty provisions. In accordance with these terms, except as stated above, you may not copy, reproduce, modify, use, republish, upload, post, transmit or distribute in any way material from the publication. Further, you may not copy, modify or display any of Aspect Software, Inc.’s or its affiliates’ trademarks, tradenames or logos appearing in this publication in any way without Aspect Software, Inc.’s express written consent. Aspect Software, Inc. assumes no responsibility or liability for any errors or inaccuracies that may appear in this publication. Except as permitted by such license, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, or otherwise, without the prior written permission of Aspect Software, Inc.

RESTRICTED RIGHTS LEGEND This publication is provided with “Restricted Rights”. No part of this publication may be photocopied, reproduced or transmitted, in any form or by any means, without the prior written consent of Aspect Software, Inc. Use, duplication, or disclosure by the United States Government is subject to the restrictions set forth in DFARS 252.227-7013 (c)(1)(ii) and FAR 52.227-19. Use of the materials by the Government constitutes acknowledgement of Aspect’s proprietary rights in them. Aspect Software, Inc. is located at 300 Apollo Drive, Chelmsford, MA 01824, USA.

EXPORT REQUIREMENTS This item is subject to U.S. export control laws and regulations. This item may not be exported, re-exported, re-transferred, disclosed or otherwise diverted contrary to U.S. export control laws and regulations.

NO WARRANTY THE CONTENTS OF THIS PUBLICATION ARE PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF QUALITY, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. ASPECT SHALL NOT BE LIABLE FOR ANY DAMAGES SUFFERED AS A RESULT OF USING THE CONTENTS OF THIS PUBLICATION. IN NO EVENT SHALL ASPECT BE LIABLE FOR ANY INDIRECT, PUNITIVE, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGE (INCLUDING LOSS OF BUSINESS, REVENUE, PROFITS, USE, DATA OR OTHER ECONOMIC ADVANTAGE) HOWEVER IT ARISES, WHETHER FOR BREACH OR IN TORT, EVEN IF ASPECT HAS BEEN PREVIOUSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. BECAUSE SOME JURISDICTIONS PROHIBIT THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

PROGRAMMING AND USE OF PRODUCTS THE PRODUCTS DESCRIBED IN THIS DOCUMENTATION CAN BE USED AND PROGRAMMED IN A WIDE VARIETY OF WAYS BASED UPON THE REQUIREMENTS OF YOUR PARTICULAR TECHNOLOGY ENVIRONMENT AND BUSINESS NEEDS. NOTWITHSTANDING THE USE OF EXAMPLES IN THE DOCUMENTATION OR THE PROVISION OF PROFESSIONAL SERVICES BY ASPECT, ASPECT RESELLERS OR ANY THIRD PARTY ENGAGED BY ASPECT, IT IS IN ALL CASES THE USER'S RESPONSIBILITY TO ENSURE THAT THE PRODUCTS ARE PROGRAMMED AND USED IN ACCORDANCE WITH ALL APPLICABLE LAWS AND REGULATIONS AND IN A MANNER THAT DOES NOT VIOLATE THE INTELLECTUAL PROPERTY AND OTHER RIGHTS OF ANY THIRD-PARTY.

Part Number: 3205-1142A Date: December 2, 2008

Contents About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii Organization of This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii Chapter 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Real-Time Adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Specific Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Alarm Windows and Workspaces . . . . . . . . . . . . . . . Types of Alarm Windows . . . . . . . . . . . . . . . . . . . . . . . Using Workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Online Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agent Productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Specific Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Types of Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Report Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agent Productivity and Your ACD . . . . . . . . . . . . . . . . . . . . About AP Instances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Online Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

1-1 1-1 1-1 1-2 1-2 1-3 1-3 1-3 1-3 1-4 1-4 1-4 1-4 1-5 1-5

Chapter 2 Using Real-Time Adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connecting to the Server . . . . . . . . . . . . . . . . . . . . . . . . . . . Getting Automatic Updates. . . . . . . . . . . . . . . . . . . . . . . . . . After Connecting to the Server . . . . . . . . . . . . . . . . . . . . . . . Setting the Document Path. . . . . . . . . . . . . . . . . . . . . . . . . . Changing the Default Document Path . . . . . . . . . . . . . . . . . Changing Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Domain Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Local Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working with the Interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the Main Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the Main Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . About the System Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . About No Data Messages. . . . . . . . . . . . . . . . . . . . . . . . . . .

2-1 2-1 2-1 2-2 2-2 2-2 2-3 2-3 2-3 2-4 2-4 2-5 2-6 2-6 2-7

Perform User Guide

Aspect Confidential | iii

Contents

Working with Workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8 Opening a Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9 Creating a Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9 Saving a Workspace. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9 Changing the Workspace Window Title . . . . . . . . . . . . . . . 2-10 Changing the Refresh Rate . . . . . . . . . . . . . . . . . . . . . . . . 2-10 Selecting Employees for a Workspace . . . . . . . . . . . . . . . . 2-10 Changing the Appearance of Text . . . . . . . . . . . . . . . . . . . 2-11 Specifying Client Configuration Options . . . . . . . . . . . . . . . 2-12 Working with Alarm Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-13 About Alarm Window Status Bars. . . . . . . . . . . . . . . . . . . . 2-13 Creating an Alarm Window . . . . . . . . . . . . . . . . . . . . . . . . . 2-13 Opening an Alarm Window . . . . . . . . . . . . . . . . . . . . . . . . . 2-14 Saving an Alarm Window . . . . . . . . . . . . . . . . . . . . . . . . . . 2-14 Changing an Alarm Window Title . . . . . . . . . . . . . . . . . . . . 2-14 Sorting Data in Windows . . . . . . . . . . . . . . . . . . . . . . . . . . 2-15 Resizing Alarm Window Columns. . . . . . . . . . . . . . . . . . . . 2-15 Working with Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-15 About Alarm Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-15 About Grace Periods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16 About Time Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16 Examples of Grace Periods and Time Windows . . . . . . . . 2-16 About Activity Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17 About Schedule Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18 About Overriding Alarms. . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18 About NODATA Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19 Specifying Alarm Thresholds . . . . . . . . . . . . . . . . . . . . . . . 2-20 Working with the Employee Status Window . . . . . . . . . . . . . . . . 2-20 Opening an Employee Detail Window . . . . . . . . . . . . . . . . 2-21 Opening a Monitor Window . . . . . . . . . . . . . . . . . . . . . . . . 2-22 Working with Filters for Viewing . . . . . . . . . . . . . . . . . . . . . . . . . 2-22 Filtering Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-23 Disabling Employee Filtering . . . . . . . . . . . . . . . . . . . . . . . 2-23 Filtering Alarms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-24 Working with Alarm Summary Reports . . . . . . . . . . . . . . . . . . . . 2-24 Creating an Alarm Summary Report. . . . . . . . . . . . . . . . . . 2-25 Working with Report Templates . . . . . . . . . . . . . . . . . . . . . 2-27 Using the Options Available at Login . . . . . . . . . . . . . . . . . . . . . 2-28 Using Options on the Login Dialog Box . . . . . . . . . . . . . . . 2-28 Changing the Login Server . . . . . . . . . . . . . . . . . . . . . . . . . 2-29 Adding or Editing a Server At Login . . . . . . . . . . . . . . . . . . 2-29 Adding or Editing a Server After Login . . . . . . . . . . . . . . . . 2-30 Changing the Automatic Update Server . . . . . . . . . . . . . . . 2-30

iv | Aspect Confidential

eWorkforce Management

Printing, Copying, and Exporting Data . . . . . . . . . . . . . . . . . . . . Printing Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Copying Windows to the Clipboard. . . . . . . . . . . . . . . . . . . Exporting Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

2-31 2-31 2-31 2-31

Chapter 3 Using Agent Productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Generating Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Report Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Report Types by Category . . . . . . . . . . . . . . . . . . . . . . . . . . Generating Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Filtering Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding Report Filters . . . . . . . . . . . . . . . . . . . . . . . . Basic Filter Options . . . . . . . . . . . . . . . . . . . . . . . . . . . Additional Filter Options . . . . . . . . . . . . . . . . . . . . . . . . Using the Activity Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing the Activity Filter . . . . . . . . . . . . . . . . . . . . . Completing the General Page . . . . . . . . . . . . . . . . . . . Completing Other Activity Filter Pages . . . . . . . . . . . . Activity Filters Listed . . . . . . . . . . . . . . . . . . . . . . . . . . Activating Filters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the ACD Group ID Filter . . . . . . . . . . . . . . . . . . . . . . . Using the Availability Filter . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing the Availability Filter . . . . . . . . . . . . . . . . . . Completing the General Page . . . . . . . . . . . . . . . . . . . Completing Other Availability Filter Pages. . . . . . . . . . Availability Filters Listed. . . . . . . . . . . . . . . . . . . . . . . .

3-1 3-1 3-1 3-1 3-2 3-2 3-2 3-3 3-3 3-3 3-3 3-4 3-4 3-5 3-6 3-7 3-7 3-8 3-8 3-9 3-9

Appendix A Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 Login Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 Client/Server Connection Failures. . . . . . . . . . . . . . . . . . . . . . . . . A-2 Appendix B Activity Alarm Values by ACD Type . . . . . . . . . . . . . . . . . . . . . . . . . . B-1 Aspect CallCenter ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1 Aspect Conversations Predictive Dialer . . . . . . . . . . . . . . . . . . . . B-2 Aspect Spectrum ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3 Aspect Unified IP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-4 Aspect Unison Predictive Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . B-5 Avaya CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-6 Avaya CMS (Auxiliary Alarms) . . . . . . . . . . . . . . . . . . . . . . . . . . . B-7 Bell Atlantic Genesys ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-8 Intecom ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-9 Nortel Networks Meridian MAX . . . . . . . . . . . . . . . . . . . . . . . . . . B-10 Nortel Networks Symposium . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-12

Perform User Guide

Aspect Confidential | v

Contents

Pegasus ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Siemens ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Teloquent ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Universal ACD Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VU-ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

B-17 B-17 B-18 B-18 B-19

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index-1

vi | Aspect Confidential

eWorkforce Management

About This Guide This guide explains how to use Aspect® eWorkforce Management™ – Perform. Perform is an enhancement package of Aspect eWorkforce Management that consists of two applications: Real-Time Adherence and Agent Productivity.

Audience This guide is intended for anyone who uses Perform. You must have experience working with Aspect eWorkforce Management to use Perform.

Organization of This Guide This guide is organized as follows: •

Chapter 1, Overview describes the Aspect eWorkforce Management – Perform applications.

•

Chapter 2, Using Real-Time Adherence, describes the procedures for using Real-Time Adherence.

•

Chapter 3, Using Agent Productivity, describes the procedures for using Agent Productivity.

•

Appendix A, Troubleshooting describes how to solve problems in Real-Time Adherence or Agent Productivity scenarios.

•

Appendix B, Activity Alarm Values by ACD Type provides tables of Real-Time Adherence activity alarm codes for all supported ACDs.

Perform User Guide

Aspect Confidential | vii

About This Guide

viii | Aspect Confidential

eWorkforce Management

1 Chapter 1

Overview Perform combines Real-Time Adherence and Agent Productivity to provide both real-time and historical data about your employees’ performance. You can implement either application separately. The main use of each application is as follows: •

Real-Time Adherence—Monitors agent activity in real time and compares it with scheduled activity.

•

Agent Productivity—Provides reports for evaluating and enhancing agent performance.

This chapter provides an overview of each application in Perform.

Real-Time Adherence Real-Time Adherence tracks your employees in real time and compares their actual activities to their scheduled activities and your performance objectives. When an employee’s activity does not adhere to their scheduled activity or your performance objectives for that activity, a RealTime Adherence alarm message notifies you immediately on your screen, alerting you that corrective action could be necessary. Real-Time Adherence is a client/server software package. The Real-Time Adherence server software is installed on a Windows 2000 or Windows 2003 server. The Real-Time Adherence client software can be installed on Windows 2000 or Windows XP workstations. The Real-Time Adherence server retrieves ACD data and Aspect eWorkforce Management data, processes the data, and sends it to workstations that are running Real-Time Adherence. Alarm calculation and alarm data storage occur on the Real-Time Adherence client workstations, not on the Real-Time Adherence server. To effectively use the information provided by Real-Time Adherence, keep your Aspect eWorkforce Management schedule segments up to date for each employee. Schedule segment information must be correct to validate the comparison of an employee’s scheduled activity to actual activity.

Specific Capabilities Real-Time Adherence provides the following capabilities: •

Effectively monitors adherence to schedules

Perform User Guide

Aspect Confidential | 1-1

Chapter 1: Overview

•

Alerts you to adherence problems in real time through visual alarms

•

Monitors the performance of specific individuals in real time

•

Provides information to take immediate corrective action

•

Provides at-a-glance view of agent activity

•

Shows agent log-on and log-off times

•

Provides alarm summary reports for specified agents over a specified span of time

•

Sends pop-up messages to Real-Time Adherence users

About the Architecture Figure 1-1 shows an overview of the Real-Time Adherence architecture. Real-Time Adherence monitors real-time event messages from your ACD; each message is associated with an employee login ID. Using this information, Real-Time Adherence continually examines each employee’s ACD status and compares it to the employee’s scheduled status using schedule information from Aspect eWorkforce Management. Based on the preferences you specify, RealTime Adherence notifies you when actual and scheduled activities are not in synchronization.

Figure 1-1

Real-Time Adherence Architecture

About Alarm Windows and Workspaces Real-Time Adherence creates alarm windows, which are used for tracking your employees’ activities, and displays these alarm windows in a working environment called a workspace. Real-Time Adherence tracks your employees’ ACD states and determines whether they are adhering to their assigned schedules. For example, an employee who is logged out of the ACD during a break is in adherence, while an employee who is logged in to the ACD during a break is out of adherence. (You can use Real-Time Adherence to create exceptions to this principle.)

1-2 | Aspect Confidential

eWorkforce Management

Using the Online Help

When an employee who is selected for inclusion in an alarm window fails to comply with your performance objectives, an alarm message appears in the alarm window.

Types of Alarm Windows Real-Time Adherence provides two types of alarm windows: activity and schedule windows. The contents of your alarm windows are based on the employees you select to track and the performance objectives (thresholds) you have set up for use. Real-Time Adherence includes a set of default thresholds to use or edit. You can open multiple alarm windows at the same time and control which employees and which alarms to track in any alarm window.

Using Workspaces When you create alarm windows and select employees for a workspace, you track how well your employees adhere to your performance objectives. You can have only one workspace open at any time. However, you can create several workspaces and switch between them. Each workspace can have its own selected employees, window arrangements, and alarm thresholds. In addition, you can run multiple instances of Real-Time Adherence on one workstation, each using a different workspace. This enables you to track employees in several workspaces easily and simultaneously.

Using the Online Help Real-Time Adherence contains an extensive online Help system that expands on much of the material in this guide. You can access the Real-Time Adherence online Help in either of the following ways: •

With Real-Time Adherence running, click the Help toolbar button.

•

From the main menu, select Help > RTA Help Topics.

In addition, every Real-Time Adherence window, menu item, button, and control has a Help topic associated with it. Instead of browsing the Help system, you can get online Help quickly that is appropriate to the part of the interface you are using. You can view this context-sensitive online Help in either of the following ways: •

Click the Help button included on most windows.

•

Press the F1 key while a window is displayed or a menu item is selected.

Agent Productivity The Agent Productivity application of Aspect eWorkforce Management uses ACD statistics and official schedule information to let you generate reports on demand about selected agents and dates.

Perform User Guide

Aspect Confidential | 1-3

Chapter 1: Overview

Specific Capabilities Agent Productivity provides the following capabilities: •

Automatically tracks an agent’s call availability and actual logins and logouts and compares them to the agent’s schedule

•

Automatically collects and summarizes individual agent productivity data, such as the number of incoming contacts handled

•

Monitors agent productivity statistics to recognize high performers and identify training needs

Types of Reports Agent Productivity provides three types of reports: •

Availability reports—Compare agent login and logout times as reported by the ACD to the agent’s official schedule.

•

Activity reports—Summarize agent productivity data, using statistics such as number of contacts handled, average talk time, wrap-up time, and number of outbound contacts.

•

Login/Logout reports—Provide pairs of ACD login and logout times and associated call data for employees, by employee group, for a specified date or date range

About Report Filters To more easily evaluate large amounts of agent data, filter the report information, most notably by including only agent statistics that deviate significantly from the norm. Each filter says, in effect, “Include an agent only if that agent's activity or availability in a certain category exceeds or falls short of a certain number.” Depending on which report you select, filters can be absolute or relative. Absolute filters are based on a specific number, while relative filters are based on a percentage. For example: •

Absolute filter—Use an absolute filter to obtain a report of all agents who handled more than a specific number of contacts or who were more than a specific number of minutes late to work.

•

Relative filter—Use a relative filter to request a report that lists agents assigned to a specific work area who were logged in for less than 90 percent of their scheduled workday.

Agent Productivity and Your ACD To receive and process actual contact data used to generate Agent Productivity reports, Aspect eWorkforce Management requires information about what kind of ACD you have, how often the ACD sends data, and how this data maps to forecast groups and staff groups. An Aspect support representative does much of the work of setting up your ACD interface when you install Aspect eWorkforce Management.

1-4 | Aspect Confidential

eWorkforce Management

About AP Instances

About AP Instances An AP instance is a setup record—a collection of settings—that describe a source of ACD data that Aspect eWorkforce Management processes for Agent Productivity. AP instances must mirror ACD instances. That is, you can create an AP instance for a given ACD, site, and stream only if you already created an ACD instance. Most of the settings in an AP instance mirror those of the corresponding ACD instance. Aspect eWorkforce Management must distinguish between AP instances and ACD instances because the Agent Productivity application requires different ACD reports from the standard Aspect eWorkforce Management modules.

Using the Online Help Online Help for Agent Productivity, including detailed procedures and related conceptual information, is available in the Aspect eWorkforce Management online Help. Some information related to Agent Productivity is also included in the Aspect eWorkforce Management User Guide.

Perform User Guide

Aspect Confidential | 1-5

Chapter 1: Overview

1-6 | Aspect Confidential

eWorkforce Management

2 Chapter 2

Using Real-Time Adherence This chapter describes the procedures for using Real-Time Adherence.

Logging In To run Real-Time Adherence on your workstation, you must log in. You can log in and run the software from any workstation that has the Real-Time Adherence client software installed. RealTime Adherence lets you log in as many times as you want; multiple instances of Real-Time Adherence can be run at the same time on any workstation. Note: To run Real-Time Adherence, you must be logged in to your workstation as an administrator, or as a user with specific rights. For more information about using Windows workstation security, see the Perform System Administrator Guide. During login, Real-Time Adherence presents you with options to change several settings, such as the domain, the Real-Time Adherence server, and the language in which the user interface is displayed. But except in rare cases, you can ignore these options and log in by simply entering a user name and password. For details on the other options that are available at login, see Using the Options Available at Login on page 2-28. To log in to Real-Time Adherence: 1. In Windows, select Start > Programs > Aspect > RTA. The Real-Time Adherence Login dialog box opens. If the Use Windows Integrated Security check box is selected, then the User Name, Password, and Domain fields are disabled and display the Windows domain account you used to log in to your workstation. 2. If the User Name and Password fields are enabled, type your Real-Time Adherence user name and password, and click OK. If you don’t know your user name or password, contact your Real-Time Adherence administrator. Real-Time Adherence passwords are case-sensitive.

Connecting to the Server After you click OK on the Real-Time Adherence Login dialog box, Real-Time Adherence attempts to connect to the server for 40 seconds before notifying you of any difficulties. (A timer on the dialog box shows you how long Real-Time Adherence has been trying to connect to the server.)

Perform User Guide

Aspect Confidential | 2-1

Chapter 2: Using Real-Time Adherence

If, for some reason, Real-Time Adherence can’t connect to the selected server within the 40second time period, a message is displayed, stating that Real-Time Adherence is still trying to connect to the server. The message varies, depending on your Real-Time Adherence configuration. Follow the instructions in the message, which may suggest steps to take to connect to a Real-Time Adherence server. (For more information, see Changing the Login Server on page 2-29.)

Getting Automatic Updates If your workstation has been configured to check automatically for newer versions of the client software, the Real-Time Adherence Update dialog box opens during login if a newer software version is available. When the Real-Time Adherence Update dialog box opens, continue as follows: •

Click OK to upgrade your Real-Time Adherence client to the latest version. (If Real-Time Adherence can’t find the automatic update server, you are prompted to use a different update server.)

•

Click Cancel to keep your current version of the Real-Time Adherence client and continue with the login process. If your client software is not compatible with the newer server software, you won’t be able to run Real-Time Adherence until you upgrade to the newest client software.

You must have administrator access to the workstation to install the Real-Time Adherence update. Contact your Real-Time Adherence administrator if an update fails because you have insufficient access to the workstation.

After Connecting to the Server When Real-Time Adherence connects to the server, the Real-Time Adherence window opens and the software attempts to open your default workspace. The following scenarios can result: •

If you have not used Real-Time Adherence on this workstation, the software typically prompts you to set a default document path to the folder where you want to store your workspace, window, and template files. Click OK to specify the path. (For more information, see the next section, Setting the Document Path.) If Real-Time Adherence was configured by an administrator to use a common client document folder, you will not be prompted to set a default document path.

•

If you don’t have a default workspace, Real-Time Adherence prompts you to either create a new workspace or open an existing workspace. (For more information, see Creating a Workspace on page 2-9.)

Setting the Document Path Your client document path is the folder where Real-Time Adherence client documents— windows, workspaces, report templates, and so on—are saved. The client document path can

2-2 | Aspect Confidential

eWorkforce Management

Changing the Default Document Path

be a folder for each user on each workstation, or an administrator can configure Real-Time Adherence to store all users’ client documents in a central location. If the Real-Time Adherence configuration includes each user’s document path on the user workstation, then each Real-Time Adherence user who uses that workstation will have a document path on that workstation, typically: C:\Program Files\Aspect\RTA\DOCS\username where username is the user’s Real-Time Adherence login name. If Real-Time Adherence is configured to use a common client document path, then each user’s Real-Time Adherence documents are stored in the common client document folder specified during installation. The Set Document Path dialog box opens only if the following conditions are met: •

You are logging in to Real-Time Adherence for the first time on this workstation.

•

No default document path has been set.

If this dialog box opens, do one of the following to set the document path: •

Click OK to accept the default document path.

•

Type another document path in the Full Document Pathname field.

Changing the Default Document Path To change the default document path: 1. Close your workspace (if one is open) by doing the following: a. Click the workspace window to make it the active window. b. Select Close from the shortcut menu. Skip this step if you simply want to view your current document path. 2. Select Tools > Administration > Client Configuration. The Client Configuration dialog box opens. 3. In the Document Path field, type the document path. 4. Click OK.

Changing Passwords The procedure for changing your Real-Time Adherence password varies, depending on whether you have a domain user account or a local user account.

Domain Accounts If your Real-Time Adherence login comes from a domain user account, your Real-Time Adherence password is the same as your Windows domain password. Any time your domain password changes, your Real-Time Adherence password automatically changes.

Perform User Guide

Aspect Confidential | 2-3

Chapter 2: Using Real-Time Adherence

To change your Real-Time Adherence password, change your domain login password. For Real-Time Adherence logins that come from a domain user account, the Password option within Real-Time Adherence is disabled.

Local Accounts If your Real-Time Adherence login comes from a local user account, the Real-Time Adherence server authenticates your password. To change your Real-Time Adherence password: 1. Select Tools > Administration > Password. The Password dialog box opens. 2. Type your current password in the Old Password field. 3. Type your new password in the New Password and Confirm New Password fields. Maximum password length varies with the operating system version, but 14 characters or less is always permitted. Passwords are case-sensitive. 4. Click OK.

Working with the Interface The Real-Time Adherence interface window opens after you successfully log in. Use the RealTime Adherence interface to view and work with all Real-Time Adherence windows (workspaces, alarm windows, dialog boxes, and so on), and initiate all Real-Time Adherence activities. The status bar at the bottom of the window provides information about your current activities. (For more information about the status bar, see About the Main Status Bar on page 26.)

Figure 2-1

2-4 | Aspect Confidential

Main Window Showing Alarm Windows

eWorkforce Management

About the Main Toolbar

Features of the interface function as follows: •

To use a menu, click on a menu item to display a drop-down list of available options. Select the desired option.

•

To use the toolbar, position the cursor over the toolbar button. A brief description of the button pops up after about a second. Click the button to initiate the associated activity.

•

To exit Real-Time Adherence, select File > Exit.

About the Main Toolbar The main toolbar provides a convenient way to initiate actions in Real-Time Adherence by clicking a button. All of these actions can also be accessed from the main menu. Figure 2-2 shows the main toolbar. Table 2-1 describes each of the toolbar buttons and provides the corresponding menu option and shortcut key, if any.

Figure 2-2

Main Toolbar Buttons

Table 2-1 Toolbar Button Descriptions Button

Menu Option

Shortcut Keys

Use This Button To...

1

File > New

CTRL-N

Create a new alarm window or workspace

2

File > Open

CTRL-O

Open an existing alarm window or workspace

3

File > Save

CTRL-S

Save the selected alarm window, report window, or workspace

4

File > Save All

Save the current workspace and all of its alarm windows

5

File > Properties

Change the window title of an alarm window, report window, or workspace

6

Edit > Find

7

View > Employee Status

View status information about employees selected for the workspace

8

View > Employee Detail

Display information about an employee

9

View > Monitor

Monitor an employee

10

View > Filter Employees

Specify employees to display in the selected alarm window

Perform User Guide

CTRL-F

Find an employee in the selected alarm window

Aspect Confidential | 2-5

Chapter 2: Using Real-Time Adherence

Table 2-1 Toolbar Button Descriptions (continued) Button

Menu Option

Shortcut Keys

Use This Button To...

11

View > Filter Alarms

Specify types of alarms to display in the selected alarm window

12

Tools > Administration > Alarm Colors/Codes

Real-Time Adherence users: View colors, codes, and descriptions for alarms, or view staffed and active states for ACDs Real-Time Adherence administrators: Specify colors, codes, and descriptions for alarms, or specify staffed and active states for ACDs

13

View > Thresholds

Edit alarm thresholds for the current workspace

14

Reports > Alarm Summary

Create an alarm summary report or template

15

File > Print

16

Help > RTA Help Topics

CTRL-P

Print the selected window, workspace, or Employee Status list Display the online Help for Real-Time Adherence

About the Main Status Bar If you have a workspace open, the Real-Time Adherence main status bar displays statistics about the employees selected for the workspace.

Figure 2-3

Main Status Bar

About the System Time The system time is the date and time on which Real-Time Adherence bases its calculations. This time is displayed on the far right side of the status bar. At most sites that use the software, the Real-Time Adherence server calculates the system time based on the system time of the ACD in use at that site. If more than one ACD sends data to Real-Time Adherence at that site, then the ACD that Real-Time Adherence uses is the one selected, during installation, for clock synchronization.

2-6 | Aspect Confidential

eWorkforce Management

About No Data Messages

The Real-Time Adherence server sends time information from the selected ACD to each RealTime Adherence client that is connected to it. The Real-Time Adherence client displays the time in the status bar with an adjustment, if necessary, based on the time zone in use on the client workstation. For example, if the time is 5 p.m. Eastern time on the selected ACD and the client workstation is configured to use Central time, Real-Time Adherence displays 4 p.m. on the main status bar of that workstation.

About No Data Messages When Real-Time Adherence does not receive required data from an ACD, from the Aspect eWorkforce Management database, or from two Aspect eWorkforce Management system services, a message box is displayed, notifying you that data is missing. There are four No Data messages. Note: Don’t confuse No Data messages with NODATA alarms. A No Data message indicates that Aspect eWorkforce Management data or ACD data is missing for all employees. (For more information about NODATA alarms, see About NODATA Alarms on page 2-19). Table 2-2 No Data Messages and their Remedies Message

Description

ACD No Data Message:

On a regular basis, the Real-Time Adherence server receives ACD state data from one or more ACDs at your contact center. When Real-Time Adherence was installed, a time-out interval was set for each ACD. The Real-Time Adherence server keeps track of how long it has been since data was last received from a particular ACD. If this amount of time exceeds the time-out interval for the ACD, this No Data message is displayed. You can change the time-out interval. (For more information, see “Specifying Server Configuration Options” in the Perform System Administrator Guide.)

No ACD data has been received from since

Remedy: If this message is displayed during a time when data should be available, contact your Aspect eWorkforce Management administrator and your ACD administrator. Tally Server No Data Message: Real-Time Adherence has been unable to retrieve data from Tally Server since

On a regular basis, the Real-Time Adherence server retrieves state information from Tally Server, an Aspect eWorkforce Management system service, for all employees assigned to Real-Time Adherence employee groups. If Real-Time Adherence cannot retrieve data from Tally Server, this message is displayed on all user workstations where the Real-Time Adherence client software is running. Remedy: Contact your Aspect eWorkforce Management administrator.

Updater Server No Data Message: Real-Time Adherence has been unable to retrieve data from Updater Server since

Real-Time Adherence connects to Updater Server, an Aspect eWorkforce Management system service, to retrieve schedule changes as schedules are updated. If the connection to Updater Server becomes unavailable, this message is displayed on all user workstations where the Real-Time Adherence client software is running. Remedy: Contact your Aspect eWorkforce Management administrator.

Perform User Guide

Aspect Confidential | 2-7

Chapter 2: Using Real-Time Adherence

Table 2-2 No Data Messages and their Remedies Message

Description

Database No Data Message:

If Real-Time Adherence cannot retrieve data from your database for some reason—if the connection to the database is lost, for example—this message is displayed on user workstations.

Real-Time Adherence has been unable to retrieve data from the database since

Remedy: Contact your Aspect eWorkforce Management administrator if this message is displayed.

Working with Workspaces The Real-Time Adherence workspace is a place to store user preferences and settings. A workspace stores settings about alarm windows, default report preferences, refresh rate, and other settings that you would otherwise need to specify each time you use Real-Time Adherence. You can open any Real-Time Adherence workspace on your workstation or network as long as you have the appropriate network or workstation access permissions. When you create or open a workspace, the workspace window is automatically minimized in the lower-left corner of your screen. In most cases, your default workspace opens automatically when you start Real-Time Adherence. As you make changes to your workspace (for example, by changing thresholds), the changes are not saved until you save the workspace. If you exit Real-Time Adherence without saving, all changes you made to the workspace are discarded. A saved workspace contains the following entities: •

List of employees and employee groups selected for the workspace

•

User name of the person who created the workspace

•

Refresh rate for the workspace

•

Date the workspace was created

•

User name of the person who last saved the workspace

•

Date the workspace was last saved

•

Workspace filename

•

Workspace title

•

Alarm windows saved in the workspace

•

Name of the default alarm summary report template

•

Window position of each alarm window in the workspace

•

Alarm threshold settings

2-8 | Aspect Confidential

eWorkforce Management

Opening a Workspace

Opening a Workspace Open a previously created workspace to access the user preferences and settings associated with that workspace. To open a workspace: 1. Select File > Open. A standard Windows dialog box opens. 2. Navigate to the workspace file and select it. Workspace files use the filename format filename.Rwk, where filename is the name of the workspace file. 3. Click Open. Unless a workspace is already open, Real-Time Adherence opens the workspace you selected. If a workspace is already open, Real-Time Adherence asks you to confirm that you want to close the current workspace. It then prompts you to save any changes you made to the open workspace.

Creating a Workspace Create a workspace to establish new user preferences and settings. To create a new workspace: 1. Select File > New. One of the following occurs: •

If you don’t have a workspace open, Real-Time Adherence creates a new workspace for you, and a minimized workspace window opens in the main window. No further action is required.

•

If a workspace is already open, the New dialog box opens.

2. In the New dialog box, select the Workspace radio button and click OK. One of the following occurs: •

If you made no changes to an open workspace since it was last saved, Real-Time Adherence closes it and opens a new, untitled workspace.

•

If you made changes to the current workspace, Real-Time Adherence prompts you to save the workspace before closing it.

When you create a new workspace, no employees are selected for viewing in the workspace. You must select employees for the workspace before employees and alarms are displayed in your alarm windows or reports. (For more information, see Selecting Employees for a Workspace on page 2-10.)

Saving a Workspace Save a workspace to save its user preferences and settings so that you can use them again. To save a workspace: 1. Click the workspace window to make it active.

Perform User Guide

Aspect Confidential | 2-9

Chapter 2: Using Real-Time Adherence

Typically, the workspace window is minimized in the bottom left corner of the interface. 2. Select File > Save.

Changing the Workspace Window Title Change the workspace window title to a more descriptive name. By default, Real-Time Adherence gives workspaces titles that are based on their workspace filenames: Workspace1, Workspace2, and so on. The workspace window title is displayed in the title bar of the window. Changing the workspace title does not change its filename. To change the title of a workspace window: 1. Click the workspace window to make it active. 2. Select File > Properties. The Properties dialog box opens. 3. In the Title field, type a new title for the workspace window, and click OK.

Changing the Refresh Rate Change the refresh rate to change how often Real-Time Adherence updates the data in alarm windows. When you create a workspace, the refresh rate is set to the default value of one second. This fast refresh rate may result in a slight flicker as your windows update and a bigger workload for your workstation. You can reduce the flicker effect by changing the refresh rate from one second to two or three seconds. A slower refresh rate results in less flickering but causes the data to be less current. For example, if you set a five-minute refresh rate (300 seconds), an alarm could begin, last four minutes, and end without ever being displayed on your screen. To change the refresh rate: 1. Open the workspace if it is not already open. 2. Select View > Refresh Rate. The Set Refresh Rate dialog box opens. 3. Type a new refresh rate and click OK. The new refresh rate takes effect immediately. 4. Select File > Save All to save the workspace.

Selecting Employees for a Workspace Select employees for a workspace so that they can be displayed in alarm windows and reports associated with that workspace. Later, you can use filtering options to choose which of the employees in a workspace to include in a specific alarm window or report. (For more information, see Filtering Employees on page 2-23.) Note: For better performance of Real-Time Adherence, limit your selections to the employees you are responsible for viewing; also, try to avoid selecting the same employee in more than one group.

2-10 | Aspect Confidential

eWorkforce Management

Changing the Appearance of Text

To select employees for a workspace: 1. Select View > Employee Selection. The Employee Selection dialog box opens. 2. Do one of the following to view employees before selecting them: •

To view all employees assigned to Real-Time Adherence employee groups, click the All Employees tab. (Administrators select these groups. For more information, see “Selecting and Ranking Employee Groups” in the Perform System Administrator Guide.)

•

To view employees assigned to the employee group that is selected in the directory tree (where group_name is the name of the selected employee group), click the Employees In group_name tab.

•

To view employees who are currently selected for the workspace, click the Selected Employees tab.

3. Select employees who are available to be displayed in the current workspace by doing one or both of the following: a. Select all employees in an employee group by selecting the check box associated with that employee group in the tree on the left. A star (or an asterisk) is displayed in the Selected column in the grid on the right for each employee. An employee who moves from this group to another group is not automatically selected in the new group. b. Select individual or multiple employees without selecting an employee group by doing one or more of the following. (Whichever option you choose, a check mark is displayed in the Selected column for each employee. If selected in this way, an employee who moves from this group to another group is automatically selected in the new group.) •

To select individual employees, double-click the employee name.

•

To select multiple employees simultaneously, hold down the CTRL key while clicking the employee names (CTRL+click). Then right-click on the selected names and choose Select/Deselect from the shortcut menu.

•

To select all employees in a list, click the list and type CTRL+A. Then right-click on the selected names and choose Select/Deselect from the shortcut menu.

Note: Disabled (dimmed) items indicate that your security profile restricts you from viewing the items. You can still select employees, but you cannot view them in your workspace until your security profile allows you to view them. (Security profiles are set by administrators. For more information, see “Using Security Profiles” in the Perform System Administrator Guide.) 4. In the Employee Selection dialog box, click OK. If your selections include employees that your security profile restricts you from viewing, a message is displayed. Click View Details to see a list of restricted employees. 5. After you make your employee selections, save the workspace. (For more information see Saving a Workspace on page 2-9.) If an administrator changes your security profile and enables you to view the restricted employees, those employees are added to your workspace immediately.

Changing the Appearance of Text Change the appearance of text to make it easier to read.

Perform User Guide

Aspect Confidential | 2-11

Chapter 2: Using Real-Time Adherence

When you create a new workspace, Real-Time Adherence uses a default font, or type of text, to display information in alarm windows. You can substitute another font or change its size and style. Each font has its own characteristic appearance. To change the appearance of text: 1. Select View > Font. The Windows Font dialog box opens. 2. Select a font, font style, and size in the lists. A preview of the new text is displayed in the Sample field. 3. Click OK to save your new font. Increasing the font size can cause some of the data in alarm windows to be hidden from view. To correct this, resize the alarm window columns. (For more information, see Resizing Alarm Window Columns on page 2-15.)

Specifying Client Configuration Options Specify client configuration options to establish some Real-Time Adherence settings for a given workspace. Specifically, you can: •

Set or change your default document path

•

Specify which No Data messages to display

•

Specify data deletion (“cleanup”) settings for the alarm summary database

To set or change client configuration options: 1. Select Tools > Administration > Client Configuration. The Client Configuration dialog box opens. 2. Set or change any of the following settings: •

To set or change your document path, type a path name in the Document Path field. The Document Path field is disabled if you have a workspace open. (For more information, see Changing the Default Document Path on page 2-3.)

•

To set or change the time of day that Real-Time Adherence automatically cleans up your alarm summary database, type the time in the Cleanup Time field. (The default time is midnight.) Cleanup removes old and temporary data and re-indexes your database for faster data retrieval. Since Real-Time Adherence automatically performs an alarm summary database cleanup every time you open a workspace, this setting is only relevant if you leave Real-Time Adherence running continuously.

•

To set or change the number of days of alarm summary data that Real-Time Adherence stores, type a value in the Amount Of Data Stored (In Days) field. If you type a three here, for example, Real-Time Adherence retains three days of alarm summary data in your alarm summary database, and data older than three days is deleted.

•

To specify which kinds of No Data messages Real-Time Adherence displays on your workstation, select or clear the No Data Messages check boxes. (For more information, see Using the Options Available at Login on page 2-28.)

3. Click OK.

2-12 | Aspect Confidential

eWorkforce Management

Working with Alarm Windows

Working with Alarm Windows Alarm windows are your primary tools for tracking the activities of your employees. Real-Time Adherence keeps track of the ACD states of your employees and of whether or not your employees are adhering to their assigned schedules. For example, an employee who is logged out of the ACD during a break is in adherence, and an employee who is logged in during a break is out of adherence. When an employee is not complying with your performance objectives (that is, when the employee is out of adherence), Real-Time Adherence displays a message, called an alarm, in a window in the interface. You can have several alarm windows open at the same time, and you can control which employees and which alarms are tracked in a window. Real-Time Adherence uses two kinds of alarm windows: •

Activity windows monitor ACD states. If an employee has been in a particular ACD state too long, an alarm is displayed in an activity window.

•

Schedule windows monitor adherence to an assigned schedule. If an employee has been out of adherence too long, an alarm is displayed in a schedule window.

The settings you specify for an alarm window are saved in a file when you save the window. A saved alarm window includes the name of the window, the sort scheme, and the filter settings for employees and alarms. If you close an alarm window without saving it, any changes you made to the window since the last save are discarded.

About Alarm Window Status Bars Alarm window status bar tells you how many employees and alarms you are tracking in the alarm window. For example, in the workspace shown in Figure 2-1 on page 2-4, the status bar indicates that the schedule alarm window is tracking all 119 employees eligible for display in the current workspace. The status bar also indicates that 12 of the 13 schedule alarm codes are being tracked.

Creating an Alarm Window Create an alarm window to track the activity or schedule adherence of employees. When you have a workspace open, you can create as many alarm windows for that workspace as you need. For example, you can create different alarm windows for each type of alarm by creating several alarm windows and filtering alarms differently in each. All alarm windows are empty until you select employees for display in the workspace. (For more information, see Selecting Employees for a Workspace on page 2-10.) To create an alarm window: 1. Select File > New. The New dialog box opens. 2. Select the Window radio button, and select the type of alarm window to create (Activity or Schedule). 3. Click OK. The new alarm window opens.

Perform User Guide

Aspect Confidential | 2-13

Chapter 2: Using Real-Time Adherence

Opening an Alarm Window Open an alarm window to gain access to the data you are tracking in that window. You can open an alarm window that was originally created from within another workspace. To open an existing alarm window, you must know the filename for the alarm window and have the appropriate permissions to access the file. To open an alarm window: 1. Determine the filename of the alarm window to open. 2. If you do not have a workspace open, open the workspace to which you want to add the alarm window. 3. Select File > Open. 4. Use the Files Of Type drop-down list to select the type of window to open. 5. Navigate to the file you want to open. If necessary, use the Look In drop-down list to help locate the file. 6. Select the file and click Open. The alarm window opens in your workspace.

Saving an Alarm Window Save an alarm window to save its current settings. To save an alarm window: 1. Click the alarm window to make it active. 2. Select File > Save.

Changing an Alarm Window Title Change an alarm window title to a more descriptive title. The title that is displayed in the alarm window title bar can be changed. This is especially useful if you have a large number of alarm windows displayed. If you have an alarm window for each employee group, for example, you might give each window a title that reflects the employee group name. To change the title of an alarm window: 1. Select the alarm window. 2. Select File > Properties. The Properties dialog box opens. 3. In the Title field, type a new alarm window title, and click OK.

2-14 | Aspect Confidential

eWorkforce Management

Sorting Data in Windows

Sorting Data in Windows You can sort data in many kinds of windows, such as alarm windows, the Employee Status window, and the Alarm Colors And Codes window. To sort data in windows: 1. Right-click in the window. 2. In the shortcut menu, click Sort By and select one of the sorting options. Note: To change the direction of the sort from ascending to descending, or vice versa, sort the data again using the same option.

Resizing Alarm Window Columns You can change the width of (that is, resize) the columns in alarm windows, as well as the space between the columns. Resizing columns is sometimes desirable if you have enlarged the font size, causing some of your data in alarm windows to be hidden from view. (For more information, see Changing the Appearance of Text on page 2-11.) To resize an alarm window column: 1. Select View > Size Activity Columns (or Size Schedule Columns). The Size Columns dialog box opens. 2. Place your cursor on one of the vertical lines separating the columns in the column heading row. The cursor takes the shape of a plus-sign ( + ). 3. Drag the cursor to the right or left to change the width of the column. 4. To restore the columns to their default width, click Reset. 5. On the Size Columns dialog box, click OK.

Working with Alarms This section discusses characteristics of activity and schedule alarms.

About Alarm Thresholds Alarm thresholds are tools for establishing performance objectives. When you specify thresholds, you are telling Real-Time Adherence the limits that you are willing to allow—limits, for example, on how late an employee can be coming back from a break or how long an employee can be in the Idle state. When an activity exceeds the limit you specify, Real-Time Adherence places the employee on an alarm. Alarm thresholds are specific to a workspace. That is, every workspace saved by every RealTime Adherence user in your organization can have different thresholds. But an administrator can limit this feature by creating threshold sets and assigning them to users. The threshold sets

Perform User Guide

Aspect Confidential | 2-15

Chapter 2: Using Real-Time Adherence

then govern at what point an alarm is displayed in a user’s alarm window. (For more information, see “Creating and Editing Threshold Sets” in the Perform System Administrator Guide.) Real-Time Adherence uses two kinds of alarm thresholds—grace periods and time windows. All activity alarms and schedule alarms can have grace periods; some schedule alarms can also use time windows.

About Grace Periods For activity alarms, a grace period is the amount of time that an employee can be in an ACD state without being placed on an alarm. If an employee is in an ACD state longer than the grace period for that state, Real-Time Adherence places the employee on an alarm. For schedule alarms, a grace period is the period of time an employee can be engaged in a particular activity (for example, logging in late for a shift) before Real-Time Adherence places the employee on an alarm. If an employee exceeds the grace period, Real-Time Adherence places the employee on the schedule alarm for that activity.

About Time Windows A time window is a period of time associated with a specific Real-Time Adherence schedule alarm that helps to differentiate one schedule alarm from another. If an employee is out of adherence, Real-Time Adherence uses Beginning Early time windows to determine if an employee is beginning a scheduled activity early. Similarly, the software uses Ending Late time windows to determine if an employee is ending a scheduled activity late. For example, let’s suppose an employee’s shift begins at 10:00 and you specify a Begin Shift Early time window of 30 minutes. If the employee logs in at 9:40, the employee is considered to be beginning the shift early because the employee logged in within 30 minutes of the scheduled beginning of the shift. But if the employee logs in at 9:20, the employee is considered to be signing in unexpectedly, because their login time is more than 30 minutes before the scheduled beginning of the shift. Time windows are not applicable to activity alarms and apply to only a few schedule alarms.

Examples of Grace Periods and Time Windows The following tables show how Real-Time Adherence uses grace periods and time windows to calculate schedule alarms: Table 2-3 Alarms Without Time Windows and With a 10-Minute Grace Period Alarms

Description

Begin Shift Late (BSL); Sign In Unexpectedly (SIU); Sign Out Unexpectedly (SOU)

Real-Time Adherence starts counting from the moment the employee goes out of adherence and engages in this activity. If the employee stays out of adherence for longer than 10 minutes (that is, the grace period), Real-Time Adherence places the employee on an alarm and displays 10:01 as the alarm time. The time increases as long as the employee is on this alarm.

2-16 | Aspect Confidential

eWorkforce Management

About Activity Alarms

Table 2-3 Alarms Without Time Windows and With a 10-Minute Grace Period (continued) Alarms

Description

End Shift Early (ESE)

If the employee logged out more than 10 minutes before the end of a shift, Real-Time Adherence places the employee on an alarm. If a shift ends at 17:00 and the employee logged out at 16:45, Real-Time Adherence places the employee on an alarm and displays 15:00 as the alarm time. The time remains static. At 16:50, the beginning of the grace period, the alarm ends.

Working on Break (WOB); Working on Exception (WOX)

Real-Time Adherence uses the grace period value to create two 10minute grace periods, one at the beginning and one at the end. For a break from 11:00 to 12:00, the grace periods would extend from 11:00 to 11:10 and from 11:50 to 12:00. If the employee is logged in at any point between 11:10 and 11:50, Real-Time Adherence places the employee on an alarm. At 11:50, the beginning of the second grace period, the alarm ends.

Table 2-4 Alarms With 30-Minute Time Windows and a 10-Minute Grace Period Alarms

Description

End Shift Late (ESL); End Break Late (EBL); End Exception Late (EXL)

For a shift that ends at 17:00, the time window extends from 17:00 to 17:30. If the employee is logged in during this time, Real-Time Adherence knows the employee is ending a shift late. If the employee is logged in after 17:30, the employee triggers the Sign In Unexpectedly (SIU) alarm. The grace period extends from 17:00 to 17:10. If the employee is still out of adherence after 17:10, Real-Time Adherence places the employee on an alarm. At 17:30, the end of the time window, the alarm ends, and Real-Time Adherence once again determines what the employee is doing and whether the employee is on an alarm. Typically, as noted above, if the employee is logged in after 17:30, the employee triggers the Sign In Unexpectedly (SIU) alarm.

Begin Shift Early (BSE); Begin Break Early (BBE); Begin Exception Early (BXE)

For a shift that begins at 17:00, the time window extends from 16:30 to 17:00. If the employee is logged in during this time, Real-Time Adherence knows the employee is beginning a shift early. If the employee is logged in before 16:30, the employee triggers the Sign In Unexpectedly (SIU) alarm. The grace period extends from 16:50 to 17:00. If the employee is out of adherence before 16:50, Real-Time Adherence places the employee on an alarm. The time remains static. At 16:50, the beginning of the grace period, the alarm ends.

Real-Time Adherence always displays a static time for early alarms: Begin Shift Early, Begin Break Early, Begin Exception Early, and End Shift Early. This is because the amount of time they began early does not change as time passes.

About Activity Alarms If an employee is in an ACD state longer than the grace period for that state, Real-Time Adherence places the employee on an alarm. For example, if an employee stays “on hold” for

Perform User Guide

Aspect Confidential | 2-17

Chapter 2: Using Real-Time Adherence

too long, Real-Time Adherence places the employee on an activity alarm and displays the alarm in an activity window. When Real-Time Adherence displays an activity alarm, you can see the employee’s name, the alarm code, and the amount of time the employee has been in this particular ACD state. For more information on the employee, double-click the employee’s name to open an employee detail window for that employee. (For more information, see Opening an Employee Detail Window on page 2-21.) For details about activity alarm codes for each supported ACD type, see Appendix B, Activity Alarm Values by ACD Type.

About Schedule Alarms Real-Time Adherence tracks each employee’s Aspect eWorkforce Management schedule information against whether or not the employee is logged in to the ACD. Specifically, Real-Time Adherence uses calculator codes to determine whether the employee is in a WORK, BREAK, EXCEPTION, or UNSCHEDULED state, then compares the actual state to the scheduled state. Real-Time Adherence expects employees who are scheduled to be in a BREAK, EXCEPTION, or UNSCHEDULED state to be logged out of the ACD, and employees who are scheduled to be in a WORK state to be logged in. A calculator code is a category of Aspect eWorkforce Management state codes. The process of assigning a Real-Time Adherence calculator code to a state code must be performed by a RealTime Adherence administrator. (For more information, see “Assigning Calculator Codes” in the Perform System Administrator Guide.) Based on the calculator code, the employee’s schedule, and the alarm thresholds you have specified, Real-Time Adherence determines whether the employee is in adherence and, if not, what activity the employee is engaged in. If the employee has been out of adherence for too long, Real-Time Adherence places the employee on a schedule alarm. An employee is in adherence if the employee’s ACD status agrees with what the employee is scheduled to do. For example, during a scheduled break, an employee is in adherence if the employee is logged out of the ACD (and out of adherence if logged in). For more information on a listed employee, double-click the employee’s name to open an employee detail window for that employee. (For more information, see Opening an Employee Detail Window on page 2-21.)

About Overriding Alarms Most alarms in Real-Time Adherence work approximately the same way. However, Real-Time Adherence handles two alarms, called overriding alarms, differently. These two alarms—Begin Shift Late and Sign Out Unexpectedly—supersede all other alarms. For example, if a shift begins and an employee has not logged in for that shift, Real-Time Adherence places the employee on a Begin Shift Late alarm. Or, if the employee is scheduled to be on the telephone but is logged out, Real-Time Adherence places the employee on a Sign Out Unexpectedly alarm. In either case, the employee stays on that alarm until the employee logs back in or the shift ends.

2-18 | Aspect Confidential

eWorkforce Management

About NODATA Alarms

For another example, if an employee has not logged in for a shift and it is almost time for the employee’s lunch break, Real-Time Adherence does not switch the employee to a Begin Break Early alarm regardless of the Begin Break Early time window. When the lunch break begins, the Begin Shift Late alarm continues, even though the employee is not supposed to be logged in during the break. Otherwise, if Real-Time Adherence displayed an employee switching from alarm to alarm during the course of the day, at three in the afternoon you might be unaware that the employee never logged in. But when an employee is scheduled to be off the telephone (for example, on a break) during an overriding alarm, Real-Time Adherence displays an asterisk next to the alarm code. To show how the asterisk is applied to the overriding alarm, let's suppose an employee logs out an hour before the scheduled lunch break. Let's also suppose that the Begin Break Early time window is 30 minutes. When the employee leaves for lunch an hour early, Real-Time Adherence knows the employee has signed out unexpectedly, because the employee logout time exceeded the Begin Break Early time window. At the end of the Sign Out Unexpectedly grace period, RealTime Adherence places the agent on a Sign Out Unexpectedly (SOU) alarm. If the agent remains logged out, Real-Time Adherence displays SOU during the lunch break. Overriding alarms end when an employee is scheduled for an EXCEPTION state that lasts through the end of the employee’s shift. Suppose, for example, that an employee is scheduled to begin a WORK state at 8 a.m., and then the employee is scheduled for classroom training (an EXCEPTION state) from noon until the end of the day. If the employee logs out at 10:30 a.m. (thus exceeding the grace period), the employee is placed on a Sign Out Unexpectedly alarm. The SOU alarm terminates at noon, when the EXCEPTION state begins, because it makes little sense to display an overriding alarm until the end of the shift—it’s too late to do anything about the situation.

About NODATA Alarms A NODATA alarms is a special kind of alarm that can be displayed in schedule alarm windows. It means that Real-Time Adherence has not received ACD data for an employee. Note: Do not confuse NODATA alarms with No Data messages. A No Data message means that Real-Time Adherence has not received ACD data or Aspect eWorkforce Management data for any employees. (For more information, see About No Data Messages on page 2-7.) Specifically, Real-Time Adherence displays a NODATA alarm if all of the following criteria are met: •

Employee’s last login time and logout time are unknown.

•

Employee is selected for the workspace—either explicitly selected, or implicitly selected by means of employee group assignment. (For more information, see Selecting Employees for a Workspace on page 2-10.)

•

Employee has at least one ACD ID.

As soon as Real-Time Adherence receives information about the employee’s ACD status, the NODATA alarm ends. The time displayed for the NODATA alarm is based on how long RealTime Adherence has not received data for an employee, which is usually the amount of time that Real-Time Adherence has been up and running on your workstation. There is no grace period for a NODATA alarm.

Perform User Guide

Aspect Confidential | 2-19

Chapter 2: Using Real-Time Adherence

Specifying Alarm Thresholds Alarm thresholds are specific to a workspace. Every workspace saved by every Real-Time Adherence user in your organization can have different thresholds. A Real-Time Adherence administrator, however, can limit this feature by assigning threshold sets to a user’s security profile. (For more information, see “Creating and Editing Threshold Sets” in the Perform System Administrator Guide.) When you open a new workspace, alarm thresholds are set to default values—unless a threshold set was assigned to your security profile. (For more information, see “Using Security Profiles” in the Perform System Administrator Guide.) To specify alarm thresholds: 1. Select View > Thresholds. The Edit Thresholds dialog box opens, with the Schedule Thresholds tab displayed by default. 2. Continue as follows: •

To modify schedule thresholds, go to step 3.

•

To modify activity thresholds, select the tab for the appropriate ACD, and go to step 3.

3. Select the alarm to change. 4. Click Grace or Window, and type the grace period or time window value. Note: The Window field is not displayed on ACD pages of this dialog box, because time windows are applicable only to schedule alarms. 5. Repeat the preceding two steps for each threshold to change. 6. To apply your changes to the workspace, click OK. 7. To save your changes, save the workspace by selecting File > Save All.

Working with the Employee Status Window The Employee Status window is a quick way to view a list of all employees selected for the current workspace and the status of each. (For more information, see (Selecting Employees for a Workspace on page 2-10.) To display the Employee Status window, select View > Employee Status. The Employee Status window opens. Note: An employee can be associated with more than one ACD ID and ACD instance. When this occurs, Real-Time Adherence tracks each separately. Thus an employee could, for example, be listed twice in the Employee Status window, or could be on two different activity alarms at the same time. Depending on the tab of the Employee Status window that you select, you can view: •

All Active Employees—Lists all active employees who are selected for the current workspace, and the status of each. An active employee is an employee in an ACD state that is designated as active. By default, all ACD states are active. Real-Time Adherence administrators can change states from active to inactive (and vice versa) by enabling the

2-20 | Aspect Confidential

eWorkforce Management

Opening an Employee Detail Window

active states options and then editing the states on the Alarm Colors And Codes dialog box. (For more information, see “Enabling the Active States Options” and “Defining Alarm Colors and Codes” in the Perform System Administrator Guide.) •

Inactive Scheduled Employees—Lists the status of all employees who are selected for the current workspace and who are inactive but are scheduled. (For more information, see “Configuring Staffed and Active States” in the Perform System Administrator Guide.)

•

All Employees—Lists all employees who are selected for the current workspace, and the status of each.

Each tab of the Employee Status window displays some or all of the following data: •

Name—The employee’s name, with last name shown first.

•

Emp. ID—The employee’s Aspect eWorkforce Management employee ID number.

•

Emp. Group—The highest-ranking employee group to which the employee is assigned. (For more information, see “About Employee Group Ranking” in the Perform System Administrator Guide.)

•

Scheduled—Displays a check mark if the employee is currently scheduled (that is, if the current date and time overlaps a period of time that is part of a derived shift).

•

ACD ID—The ACD IDs (if any) assigned to the employee in Aspect eWorkforce Management.

•

Position—The employee’s position.

•

ACD Group—The ACD group that the employee is currently logged in under. (Different ACD vendors use different terms for ACD group, such as split, gate, queue, or application.)

•

Instance—The ACD instance associated with the specified ACD ID in Aspect eWorkforce Management.

•

ACD State—The employee’s ACD state at the time the Employee Status window was opened.

Opening an Employee Detail Window Use the Employee Detail window to view schedule, alarm, and ACD state details for a specific employee. Since you can have multiple Employee Detail windows open at the same time, the employee’s name is displayed in the title bar of the window so you can distinguish them. Display the Employee Detail window in any of the following ways: •

Select View > Employee Detail. The Select Employee dialog box opens.Select the Name, Emp. ID, or ACD radio button, then use the corresponding drop-down list to select the employee. When you click OK, the Employee Detail window opens.

•

In any alarm window or Employee Status window, double-click an employee’s name. The Employee Detail window for the selected employee opens.

Perform User Guide

Aspect Confidential | 2-21

Chapter 2: Using Real-Time Adherence

•

In a Monitor window, double-click anywhere except the title bar. This closes the Monitor window and replaces it with the Employee Detail window for the selected employee.

Opening a Monitor Window Use a Monitor window to monitor the ACD state and alarm status of a selected employee in real time. The main part of the monitor window displays the ACD name and position number, current ACD state, and the amount of time the employee has been in that state. The title bar of the monitor window displays the employee's name, ACD instance, and ACD login ID as entered in Aspect eWorkforce Management. If the employee is currently on an alarm, an alarm flag icon is also displayed in the Monitor window. Information displayed here is updated continually, based on the refresh rate. You can display monitor windows simultaneously for as many employees as you like. You can monitor an employee only if the employee is selected for the current workspace and if your security profile does not prohibit it. To close the Monitor window and replace it with an Employee Detail window for the same employee, double-click anywhere in the window except the title bar. Display the Monitor window in any of the following ways: •

Select View > Monitor. The Select Employee dialog box opens. Select the Name, Emp. ID, or ACD radio button, and use the corresponding drop-down list to specify the employee. When you click OK, the Monitor window opens.

•

In an alarm window, select an employee, right-click the selected employee, and select Monitor from the shortcut menu.

•

In an Employee Detail window, right-click in the window, and select Monitor from the shortcut menu.

•

From any page of the Employee Status window, select the employee to monitor, right-click the selected employee, and select Monitor from the shortcut menu.

Working with Filters for Viewing Work with filters to restrict the number of employees or alarms displayed in alarm windows so you can better focus on those you want to monitor. When you select employees for a workspace, all selected employees are automatically displayed, by default, in the alarm windows associated with the workspace. (For more information, see Selecting Employees for a Workspace on page 2-10.) Real-Time Adherence also includes, by default, all available alarms in each alarm window. Also, all employees and alarms are included by default when you create an alarm summary report. (For more information, see Creating an Alarm Summary Report on page 2-25.) But for all alarm windows or alarm summary reports, you can filter from view any employees or alarms that you choose.

2-22 | Aspect Confidential

eWorkforce Management

Filtering Employees

Filtering Employees The procedure for specifying filtering options for employees is the same whether you filter for an alarm window or an alarm summary report. To filter employees: 1. Open the Filter Employees dialog box in one of the following ways: •

For an alarm window, select the window, and select Filter Employees from the shortcut menu.

•

For an alarm summary report, click Filter on the Settings page of the Alarm Summary Report dialog box.

The Filter Employees dialog box opens. 2. Do one of the following: •

Click the All Employees tab to view all employees selected for the current workspace.

•

Click the Employees In group_name tab (where group_name is the name of the selected employee group) to view only employees currently assigned to the employee group selected in the tree.

•

Click the Selected Employees tab to view only employees who are currently selected for display in the alarm window or alarm summary report.

3. Select the Use In Filter check box to enable filtering. 4. Select employees, employee groups, or a combination of both for inclusion in the alarm window or alarm summary report, as follows: •

To select all employees in an employee group, select the check box associated with the employee group.

•

Select individual employees in the list, right-click, and choose Select/Deselect from the shortcut menu.

5. Click OK. Employees who do not show a check mark or star in the Selected column are filtered out. If the Wingdings font is not installed on your workstation, the check mark and star are replaced with a Y and asterisk (*) respectively. When filtering employees, try to select employee groups such that employees are selected only once. When you select employee groups, Real-Time Adherence pulls data for an employee every time the employee is a member of a selected employee group. So if an employee is displayed in more than one tree, as is often the case, Real-Time Adherence can pull data multiple times. This can result in adverse performance of the system and should be avoided. By contrast, in Aspect eWorkforce Management, data for an employee is pulled only once, regardless of how many selected trees the employee is displayed in.

Disabling Employee Filtering To disable employee filtering: 1. Clear the Use In Filter check box on the Filter Employees dialog box. (See step 3 under Filtering Employees on page 2-23.)

Perform User Guide

Aspect Confidential | 2-23

Chapter 2: Using Real-Time Adherence

2. Click OK. Clearing this check box makes all employees eligible to be displayed in the alarm window or report you are working with.

Filtering Alarms By default, Real-Time Adherence includes all available alarms in an alarm window or alarm summary report. For any alarm window or report, however, you can filter out alarms you don’t want to see. To filter alarms: 1. Open the Filter Alarm Codes dialog box in one of the following ways: •

For an alarm window, click the window to make it active, and select View > Filter Alarms from the main menu.

•

For an alarm summary report, click Alarms on the Settings page of the Alarm Summary Report dialog box.

The Filter Alarm Codes dialog box opens. 2. In the Alarm Code Filter list, select either Schedule or an ACD type. The associated alarms are displayed in the Selected Alarm Codes list. 3. To remove alarms that you do not want displayed, select one or more alarms, and click Remove. The alarms are moved to the Available Alarm Codes list. 4. Click OK to implement your changes.

Working with Alarm Summary Reports You can create and print a summary of all the alarms that occur in your workspace over a span of time that you specify. Alarm summary reports automatically include all alarms and all employees currently selected for the workspace. Customize the report by filtering employees and alarms (see Working with Filters for Viewing on page 2-22), by selecting how to sort the report contents, and even by breaking the report into several smaller reports by grouping the information. You can capture information about alarms in an alarm summary report if: •

The workspace was open at the time of the alarm, and

•

The system has not already deleted (“cleaned up”) the data, based on a configuration setting in the Client Configuration dialog box. (For more information, see Specifying Client Configuration Options on page 2-12.)

If you create a report that includes alarms still in progress, Real-Time Adherence displays their stop times as Current. If you close your workspace before the alarms end, Real-Time Adherence saves the in-progress alarms using the time the workspace was closed as their end times. If one of these employees is on the same alarm when you open the workspace again, Real-Time Adherence removes the end time that was saved for the alarm and continues incrementing its duration as if you had never closed the workspace. But it is more likely that the employee will not be on the same alarm when you reopen the workspace. In that case, when

2-24 | Aspect Confidential

eWorkforce Management

Creating an Alarm Summary Report

you create an alarm summary report, Real-Time Adherence uses the time you closed the workspace as the end time for the alarm, marking it with an asterisk. If you did not have the current workspace open during the date range you specify, the alarm summary report does not contain any alarms. If you change thresholds during the date range covered by the report, the changed thresholds are marked with an asterisk on the assumptions page. Each time you create a report, you are also creating a report template—a file that includes the report title and other settings that define an alarm summary report. If you save the report template, you can then use it at any time to create another report using the same settings.

Creating an Alarm Summary Report Create an alarm summary report to view historical data about employees’ alarms. To create an alarm summary report: 1. Select Reports > Alarm Summary. The Alarm Summary Report dialog box opens. 2. Do one of the following: •

To generate a report immediately using the default settings, click OK.

•

To change default settings before generating a report, go to step 3.

3. On the General page, specify the Date Range that the report should span, as follows: a. In the Date column, select the first day to include by clicking the arrow button next to the From field and using the calendar tool to select the day; then do the same in the To field to select the last day to include. b. In the Time column, specify a From time and a To time by typing a time in the fields. You can also use the up/down arrows to specify a time. 4. Use the Assumptions check boxes to specify whether an assumptions page should be included with this report, and to specify what assumptions should be included on the assumptions page, as follows: •

Leave all check boxes unchecked to omit the page from the report.

•

Select the Alarm And ACD State Settings check box to list these settings on the page.

•

Select the Current Settings check box to include general Real-Time Adherence settings on the page.

•

Select the Format Settings check box to include your choices for displaying report information on the page.

5. Use the controls in the Template section to specify template settings, as follows: •

To change the report title, type a new title in the Report Title field.

•

The File Name field cannot be edited directly. To change the path or filename, click Save As, and make the changes.

•

To save the report settings you are have configured, click Save As, and save the file.

•

To use the report settings as the default for the generation of future reports, select the Use As Default check box.

Perform User Guide

Aspect Confidential | 2-25

Chapter 2: Using Real-Time Adherence

(For more information, see Working with Report Templates on page 2-27.) 6. Click the Settings tab to specify additional report settings. 7. On the Settings page, in the Employees section, under By Default Include All Employees Who, select a radio button as follows: •

Select the first radio button if you want to include only those employees who are currently selected for the workspace.

•

Select the second button if, for example, you have removed employees from the workspace but still want those employees to be displayed in reports.

8. Under Employee Group Assignments To Use, select a radio button as follows: •

Select the Current Assignment button to display, sort, group, and filter employees based on their current employee group assignment.

•

Select the Assignment When Alarm Began button to display, sort, group, and filter employees based on the employee group each was assigned to when an alarm began. This is useful when employees change employee groups and you want the report to reflect employee group assignments as they were when alarms began.

Note: The choices you make in step 7 and step 8 control how employees are listed in the Filter Employees dialog box (accessed by clicking the Filter button). But even if you specify no filter options in that dialog box, these radio buttons still control how each employee's employee group assignments are displayed on the alarm summary report. 9. Click Filter to set up employee filtering, which specifies the employees who should be included in the report. For more information, see Filtering Employees on page 2-23. 10.Click Alarms to set up alarm filtering, which specifies the alarms that should be included in this report. For more information, see Filtering Alarms on page 2-24. 11. Click Group to set up grouping for this report. If you group employees by employee group, for example, you create a report with the employees for each employee group listed separately. 12.Click Sort to specify how information in this report should be sorted. 13.To specify how Real-Time Adherence should display alarm duration in the report, select one of the radio buttons under Activity Alarm Duration, as follows: •

Select Time On Alarm to display alarm duration as the length of time an employee is on an alarm.

•

Select Time In State to display alarm duration as the length of time an employee is in an ACD state.

Note: The Activity Alarm Duration setting does not apply to schedule alarms. 14.Click the Format tab to set options for displaying report information. 15.On the Format page, select a data type in the list box. Information about the data type is displayed for editing in the Edit section, as follows: •

Name—Displays the data type, which cannot be edited.

2-26 | Aspect Confidential

eWorkforce Management

Working with Report Templates

•

Heading—Type a new heading to change how the name of the data type is displayed in the column heading of the report.

•

Length—Enter the maximum number of spaces the data type can occupy in a line of the report. Click the scroll buttons to increase or decrease the length. If the data exceeds the length you specify, it is cut off at that length.

•

Display—Select this check box if you want this data type to be displayed in the report; clear the check box to exclude this data type from the report. Double-clicking a data type in the list box also toggles the Display option on and off.

16.To edit another data type in the list box, select the data type; or click Previous or Next to move the selection bar up or down in the list box. 17.To change the order in which the data is displayed in the report, select a data type in the list box, and then do one of the following: •

Click the arrows to the right of the list box to move the selected data type or down one line at a time

•

Drag-and-drop the selected data type to a new position in the list.

18.Click OK to generate your alarm summary report. To save all configured report settings as a template that you can reuse for future reports, see the next section, Working with Report Templates.

Working with Report Templates A report template is a Real-Time Adherence file that stores all the settings you specify for an alarm summary report. Use templates to save your most commonly used reports. Every time you specify report settings, you can save the settings as a template. Each time you create a new report, you can open a saved template and modify its report settings to reflect your new requirements. To work with report templates, go to the General page of the Alarm Summary report and do one of the following: •

To save the settings you have specified in an alarm summary report as a report template, click Save As. The standard Save As dialog box opens. Specify a filename or accept the default, and click OK.

•

To open and use a saved template, click Open. The standard Open dialog box opens. Select a template file, and click OK. The settings from the selected template are applied to this report. You need only to specify a date range. A Real-Time Adherence template file uses the filename convention filename.Rpt, where filename is the name you assigned to the template when you saved it.

•

To specify that the current template should be used as the default template for the workspace, select the Use As Default check box. To save this setting, click OK, and save your workspace by selecting File > Save All on the main menu.

Perform User Guide

Aspect Confidential | 2-27

Chapter 2: Using Real-Time Adherence

Using the Options Available at Login During and immediately after login, you have the option to change several settings related to your instance of Real-Time Adherence. These actions include the following: •

Using Options on the Login Dialog Box

•

Changing the Login Server

•

Adding or Editing a Server At Login

•

Adding or Editing a Server After Login

•

Changing the Automatic Update Server

Using Options on the Login Dialog Box Use options on the login dialog box to change the following: •

Real-Time Adherence server

•

Language in which the interface is displayed

•

Form of authentication to be used when logging in

•

Domain associated with your user name and password

To use the options on the Login dialog box: 1. Log in to Real-Time Adherence by selecting Start > Programs > Aspect > RTA. The RealTime Adherence Login dialog box is displayed. If the Use Windows Integrated Security check box is selected, then the User Name, Password, and Domain fields are disabled and display the Windows domain account you used to log in to your workstation. 2. If the User Name and Password fields are enabled, type your Real-Time Adherence user name and password. If you don’t know your user name or password, contact your Real-Time Adherence administrator. Note: Real-Time Adherence passwords are case-sensitive. 3. In the Domain field, leave the default value if your user name and password are valid in that domain. Alternatively: •

If you are not a member of the specified domain, use the drop-down list to select another domain. Select Use Local Account if you have a local account rather than a domain account.

•

If you have a domain account and your domain is not displayed in the drop-down list, select , and click OK. In the Domains dialog box, click Add. Type in the name of a domain of which you are a member, and click Close.

2-28 | Aspect Confidential

eWorkforce Management

Changing the Login Server

4. In the RTA Server field, do one of the following: •

To connect to the server that is displayed (typically labeled Default), take no action.

•

To connect to another server, click the drop-down arrow and select the server from the list.

•

To connect to a new server, click the drop-down arrow, and select from the list. (For more information, see Adding or Editing a Server At Login on page 2-29.)

5. In the Language field, do one of the following: •

To view the user interface in the language that is displayed, take no action.

•

To view the user interface in another language, click the drop-down arrow and select a language from the list.

Note: The language you select must be supported by your workstation’s operating system. 6. Select the Use Windows Integrated Security check box to use Windows Integrated Security as the authentication method for future Real-Time Adherence logins; deselect the check box to use other domain accounts or local accounts to log in to Real-Time Adherence. With this option selected, the Windows account you used to log in to your workstation is used as your Real-Time Adherence login. Windows Integrated Security can be used only with Windows domain accounts and not with local accounts. 7. Click OK. The login process can take several seconds; the login dialog box displays the elapsed time.

Changing the Login Server You can change the login server if you can’t connect to the server you selected at login. If you have two or more Real-Time Adherence servers and Real-Time Adherence can’t connect to the server you selected at login, a message is displayed, asking if you want to log in to a different server. Select Yes to return to the Login dialog; select No to continue attempting to log in to the selected server. Or, to confirm that the IP address assigned to the server is correct, select Server to open the Server Information Dialog box. Then follow the instructions under Adding or Editing a Server At Login on page 2-29 to add or edit a Real-Time Adherence server. For tips on correcting problems with the Real-Time Adherence client/server connection process, see Client/Server Connection Failures on page A-2.

Adding or Editing a Server At Login Add a server to increase the number of Real-Time Adherence servers you can connect to at login. Edit a server to modify settings associated with servers that are already listed. The Server drop-down list on the Login dialog box lists all servers that your Real-Time Adherence client software recognizes. (Each user workstation can have a different server list.) To add or modify the Real-Time Adherence servers list: 1. Launch Real-Time Adherence.

Perform User Guide

Aspect Confidential | 2-29

Chapter 2: Using Real-Time Adherence

2. When the Real-Time Adherence Login dialog box is displayed, select from the Servers drop-down list. The Server Information dialog box opens. 3. If you want to change the default server (and if there is more than one server in the list), select the server, and click Set As Default. A change to the default server setting applies only to that workstation, but it applies to all users who log in to Real-Time Adherence on that workstation. So when anyone logs in to Real-Time Adherence on that workstation, the server you selected as the default is displayed automatically in the Server field on the Login dialog box. 4. Click Add to add a server to the list; or select a server from the list and click Edit to make changes. The RTA Server Information Add/Edit dialog box opens. 5. Enter a name for the server, an IP address, and a port number. Your Real-Time Adherence administrator or network administrator can supply you with this information. In most cases, the default port number is valid and should not be changed. 6. Select the Use Name check box to use the server name, rather than the IP address, to locate the Real-Time Adherence server when you log in to Real-Time Adherence. If the Use Name check box is clear, then the server IP address is used instead. Note: If the server is equipped with more than one network interface card (NIC), the server name might not be sufficient to locate the Real-Time Adherence server. So it is recommended that you edit the server information by clearing the Use Name check box for that server; its IP address is then used to locate the Real-Time Adherence server instead. 7. Click OK, and click Close to exit the Server Information dialog box.

Adding or Editing a Server After Login You can add or edit a server using the main menu (instead of the Login dialog box) if you have already logged in. To add a server while using Real-Time Adherence: 1. Select Administration > Machine Configuration from the Real-Time Adherence Tools menu. The Machine Configuration dialog box opens. 2. Click Servers. The Server Information dialog box opens. To add or edit a Real-Time Adherence server, follow the instructions under Adding or Editing a Server At Login on page 2-29.

Changing the Automatic Update Server Change the automatic update server to change the server that Real-Time Adherence accesses to retrieve the latest version of the software. The automatic update server provides automatic client software updates for the Real-Time Adherence client on the current workstation. Typically, the automatic update server is the same as the Real-Time Adherence server. The setting that determines the automatic update server is

2-30 | Aspect Confidential

eWorkforce Management

Printing, Copying, and Exporting Data

specific to each workstation; that is, different client workstations can use different automatic update servers. To change the automatic update server for a workstation: 1. Log in to Real-Time Adherence. 2. Select Tools > Administration > Machine Configuration. The Machine Configuration dialog box opens. 3. In the Automatic Update Server field, type the computer name assigned to the Real-Time Adherence server. To view and manage the list of known Real-Time Adherence servers, click Servers. (For more information, see Adding or Editing a Server At Login on page 2-29.) 4. Click OK.

Printing, Copying, and Exporting Data You can print, copy, or export the information displayed in most Real-Time Adherence windows, including workspace, alarm, report, Employee Status, and Employee Detail windows.

Printing Windows Print windows to get a quick snapshot of the alarms in a particular alarm window. To print a window: 1. Click the window to make it the active window. 2. Select File > Print. Printing a window results in a document formatted like the contents of the window.

Copying Windows to the Clipboard Copy windows to the clipboard to get the equivalent of a printout saved to a text file. To copy a window: 1. Click the window to make it the active window. 2. Select Edit > Copy. You can then paste the information into many different applications—such as the Notepad application included with Windows and any word processing program.

Exporting Data Export data to copy the contents of a window into a spreadsheet or database program.

Perform User Guide

Aspect Confidential | 2-31

Chapter 2: Using Real-Time Adherence

To export a window: 1. Click the window to make it the active window. 2. Select File > Export To File. The exported file is a text file that uses the comma-separated values (CSV) format, which is supported by most spreadsheet and database programs. Note: If you export an alarm summary report that includes an assumptions page, the assumptions page is not exported. (For more information, see Creating an Alarm Summary Report on page 2-25.)

2-32 | Aspect Confidential

eWorkforce Management

3 Chapter 3

Using Agent Productivity This chapter describes the procedures for using Agent Productivity.

Generating Reports The main purpose of Agent Productivity is to generate reports. Each report typically has several versions that provide different but related data. In addition, you can design your own report versions in eWorkforce Management by using the Crystal Reports utility. For descriptions and samples of Agent Productivity reports, see the Aspect eWorkforce Management Reports Guide.

Report Categories Agent Productivity reports fall under the following main categories: •

Activity reports—Summarize agent productivity data, using statistics such as number of contacts handled, average talk time, wrap-up time, and number of outbound contacts.

•

Availability reports—Compare each agent's login and logout times, as reported by the ACD, to that agent's official schedule.

•

Login/Logout report—Provides pairs of ACD login and logout times and associated call data for employees.

Report Types by Category The following table shows the report types available for each report category. Table 3-1 Agent Productivity Report Types by Category Report Type

Activity

Activity

X

Activity by ACD Group

X

Perform User Guide

Availability

Login/ Logout

Aspect Confidential | 3-1

Chapter 3: Using Agent Productivity

Table 3-1 Agent Productivity Report Types by Category (continued) Report Type

Activity

Activity Summary

X

Activity with Outbound Inbound

X

Activity with Outbound Inbound by ACD Group

X

Activity with Outbound Inbound Summary

X

Availability

Availability

X

Availability Summary

X

Availability Summary with Plugged-In Percent Reports

X

Availability with Plugged-In Percent Reports

X

Login/ Logout

Login/Logout

X

Generating Reports Generate Agent Productivity reports in Aspect eWorkforce Management. To generate reports: 1. Log in to Aspect eWorkforce Management. 2. Select Reports > Agent Productivity Reports. The Agent Productivity Reports view opens. 3. Under Agent Productivity Reports in the tree, select the type of report to generate. 4. If desired, set report filters. For instructions, see Filtering Reports on page 3-2. For more information about generating a report, see the Aspect eWorkforce Management User Guide. The guide describes working with the Reports modules and printing and exporting reports.

Filtering Reports When you generate a report, you have the option of using filters to define the information to include or exclude.

Understanding Report Filters When generating a report, you can specify how to filter and sort the data in the report.

3-2 | Aspect Confidential

eWorkforce Management

Using the Activity Filter

Basic Filter Options All reports in Aspect eWorkforce Management offer the following options: •

Sort Order—Displays the Sort dialog box, where you can override the default order for the report's detail.

•

Filter Employees—Displays the Filter Employees dialog box, where you can define employee groups who appear in the report.

•

Select Individual Employees—Displays the Individual Employees dialog box, where you can select individual employees for the report.

Additional Filter Options Agent Productivity reports offer the following additional options, depending on the type of report selected: •

Activity Filter—Displays the Activity Filter dialog box, where you select which employees to include based on their level of activity. For more information, see Using the Activity Filter on page 3-3.

•

ACD Group ID Filter—Displays the ACD Group ID Filter dialog box, where you select the ACD groups to include (and thus the employees associated with those groups). For more information, see Using the ACD Group ID Filter on page 3-7.

•

Availability Filter—Displays the Availability Filter dialog box, where you select which employees to include based on how closely they adhere to their official schedules. For more information, see Using the Availability Filter on page 3-7.

The filter dialog boxes in Agent Productivity reports also enable you to select filters for individual employees and employee groups.

Using the Activity Filter Use the Activity and ACD Group ID filters to identify employees who are over-performing or under-performing, based on company standards or group averages. For example, you can create reports that show only those agents who handle a large number of inbound contacts compared to the average for their employee group. Or you can create reports that show only those agents who fail to make more than two outbound contacts an hour. You can further refine your filtering by selecting the ACD group IDs of employees who appear in the report. The Activity Filter and the ACD Group ID Filter are located on the Print Options dialog box for reports. The latter filter is available only for the Activity By ACD Group and Login/Logout reports.

Accessing the Activity Filter Use the activity filter to create reports for employees by the number of contacts handled and amount of work done. To access the activity filter:

Perform User Guide

Aspect Confidential | 3-3

Chapter 3: Using Agent Productivity

1. Log in to Aspect eWorkforce Management. 2. Select Reports > Agent Productivity Reports. 3. In the tree, select one of the activity report types. These are: •

Activity

•

Activity By ACD Group

•

Activity Summary

•

Activity with Outbound/Inbound

•

Activity with Outbound/Inbound by ACD Group

•

Activity with Outbound/Inbound Summary.

4. In the list of reports on the right, double-click a report. For example, Activity By Class And Date, or Activity Summary By Date And Class. 5. Click the Filter tab. The Filter page opens. 6. In the Filter section, click Activity Filter. The Activity Filter dialog box opens with multiple tabs. 7. To set up your filter, complete each page of the Activity Filter dialog box, as explained in the following sections. 8. Click OK.

Completing the General Page Use the General page to specify whether the filter options on the other pages of the dialog box are evaluated independently or together. All Activity Filter dialog boxes have a General page, which works as follows: •

Include Employees Who Match Any Filter In Use—Select this option to include an employee if that employee matches at least one of the filters you've enabled in the other dialog boxes.

•

Include Employees Who Match All Filters In Use—Select this option to include an employee only if that employee matches all of the filters you've enabled in the other dialog boxes.

With the same set of filter settings, the second option yields fewer employees. Click Clear to deselect all current filter settings on this page. You can then either specify different filter settings, or click OK to leave the information unfiltered.

Completing Other Activity Filter Pages In addition to the General page, Activity Filter dialog boxes have pages for the following types of contact: •

Inbound

3-4 | Aspect Confidential

eWorkforce Management

Using the Activity Filter

•

Outbound (for calls initiated by agents)

•

Outbound (for calls initiated by a predictive dialer system)

Depending on your ACD type, some of these pages might not be visible. Table 3-2 shows the pages available for each type of contact. Table 3-2 Pages Available on the Activity Filter Dialog Box, by Contact Type Inbound

Outbound (Agent-Initiated)

Outbound (System-Initiated)

Customer-Initiated Contacts

Agent-Initiated Contacts

System-Initiated Contacts

Customer-Initiated Work

Agent-Initiated Work

System-Initiated Work

Note: The System-Initiated Contacts page and System-Initiated Work page each have secondary pages that let you further filter data by using right-party contacts and wrongparty contacts handled in addition to total contacts handled.

Activity Filters Listed For each contact type, several filter are available from the Activity Filter dialog box. Table 3-3 shows the available filters by contact type. The filters are described for each page and for each tab on the page. Table 3-3 Filters Available from the Activity Filter Dialog Box Page

Tab

Filter

Customer-Initiated Contacts

•

Total number of inbound contacts handled

•

Number of inbound contacts handled per hour

Customer-Initiated Work

•

Average talk time

•

Average after-contact work time

•

Average handle time

•

Total number of outbound contacts handled

•

Number of outbound contacts handled per hour

•

Average outbound talk time

•

Average outbound after-contact work time

•

Average outbound handle time

•

Total number of outbound contacts handled

•

Number of outbound contacts handled per hour

•

Total number of outbound right-party contacts handled

•

Number of outbound right-party contacts handled per hour

Agent-Initiated Contacts

Agent-Initiated Work

System-Initiated Contacts

All Contacts (NSIOC)

System-Initiated Contacts

RPC

Perform User Guide

Aspect Confidential | 3-5

Chapter 3: Using Agent Productivity

Table 3-3 Filters Available from the Activity Filter Dialog Box (continued) Page

Tab

Filter

System-Initiated Contacts

WPC

•

Total number of outbound wrong-party contacts handled

•

Number of outbound wrong-party contacts handled per hour

•

Average outbound talk time for all contacts

•

Average outbound after-contact work time for all contacts

•

Average outbound handle time for all contacts

•

Average outbound talk time for right-party contacts

•

Average outbound after-contact work time for right-party contacts

•

Average outbound handle time for right-party contacts

•

Average outbound talk time for wrong-party contacts

•

Average outbound after-contact work time for wrong-party contacts

•

Average outbound handle time for wrongparty contacts

System-Initiated Work

System-Initiated Work

System-Initiated Work

All Contacts (NSIOC)

RPC

WPC

Activating Filters Each page filters different types of activity. But all pages use the same simple way of activating (or not activating) a filter, and all pages use the same terms for expressing precisely how you want to filter the data. So the way you work with each page is essentially the same. You have the option to express your filter targets in absolute or relative terms (such as “more than 100 contacts” or “more than 25% deviation from the average number of contacts for the group”). To activate a filter: 1. Access the activity filter. For instructions, see Accessing the Activity Filter on page 3-3, and complete through step 6. The Activity Filter dialog box opens. 2. Click one of the tabs for contacts or work. 3. For one of the available metrics, such as NCH, select the corresponding Use In Filter check box. 4. Express your filter targets by selecting one of the following options:

3-6 | Aspect Confidential

eWorkforce Management

Using the ACD Group ID Filter

•

Include Employees With—Select this button to filter employees who exceed or fall short of a specific value, such as “more than 14” contacts handled per hour. Use the drop-down menu and value fields to complete your setting.

•

Include Employees Who Deviate By—Select this button to filter employees who lag or exceed the group average of the selected employee group, such as “more than 25%” over or under the group average. Use the drop-down menu and percentage field to complete your setting.

Using the ACD Group ID Filter Use the ACD Group ID Filter to select ACD group IDs that are linked with employees you want to track. You can use this filter with only two reports •

Activity By ACD Group

•

Login/Logout

This filter retrieves employee information only from those sources of data that you select. To use the ACD Group ID Filter: 1. Log in to Aspect eWorkforce Management. 2. Select Reports > Agent Productivity Reports. 3. In the tree, select Activity By ACD Group. 4. In the list of reports on the right, double-click a report. 5. Click the Filter tab. 6. On the Filter page, in the Filter section, click ACD Group ID Filter. The ACD Group ID Filter dialog box opens. 7. Expand an ACD instance, and select the check box next to each group ID you want to include. Selecting additional group IDs will broaden the scope of the report. 8. Click OK. The Print Options dialog box opens. 9. If you have finished configuring your report, click OK.

Using the Availability Filter You can create reports that show adherence by employees to their official schedules. For example, you might select only those agents who clock out more than 15 minutes after their scheduled stop times. Or, you might include those who spend less than a certain percentage of their scheduled time logged in.

Perform User Guide

Aspect Confidential | 3-7

Chapter 3: Using Agent Productivity

Accessing the Availability Filter Access the availability filter to create reports for employees based on their adherence to official schedules. To access the availability filter: 1. Log in to Aspect eWorkforce Management. 2. Select Reports > Agent Productivity Reports. 3. In the tree, select one of the availability report types. These are: •

Availability

•

Availability Summary

•

Availability With Plugged-In Percent

•

Availability Summary With Plugged-In Percent

4. In the list of reports on the right, double-click a report. For example, Availability By Employee, or Availability By Class And Date With Plugged-In Percent. 5. Click the Filter tab. 6. On the Filter page, in the Filter section, click Availability Filter. The Availability Filter dialog box opens with multiple tabs. 7. To set up your filter, complete each page of the Availability Filter dialog box, as explained in the following sections. 8. Click OK.

Completing the General Page Use the General page to specify whether the filter options on the other pages of the dialog box are evaluated independently or together. All Activity Filter dialog boxes have a General page, whose options are: •

Include Employees Who Match Any Filter In Use—Select this option to include an employee if that employee matches at least one of the filters you've enabled in the other dialog boxes. So the more filters you enable, the more likely that employees are included.

•

Include Employees Who Match All Filters In Use—Select this option to include an employee only if that employee matches all of the filters you've enabled in the other dialog boxes. The more filters you enable, the less likely that employees are included.

Click Clear to deselect all current filter settings on this page. You can then either specify different filter settings, or click OK to leave the information unfiltered.

3-8 | Aspect Confidential

eWorkforce Management

Using the Availability Filter

Completing Other Availability Filter Pages In addition to the General page, all Availability Filter dialog boxes have the following pages: •

Start/Stop

•

Scheduled

•

Signed In

•

Compliance

Each page filters different types of availability. But each page uses the same simple way of activating (or not activating) a filter, and each page uses the same terms for expressing precisely how you want to filter the data. So the way you work with each page is essentially the same. Depending on the statistic you are measuring, you express your filter target in either absolute or relative terms (such as “more than 8 hours of scheduled time” or “less than 80% of scheduled time in compliance). Fields and options include: •

Use In Filter check box—Select this option to enable the filtering criteria.

•

Include Employees With—Relates to the two configurable fields to the right.

•

More Than/Less Than field—Use the drop-down list to select the desired option relative to the time or percent field. For example, “more than” 00:05:00; “less than” 02:00:00.

•

Time field—Time, in hours, minutes, and seconds, that an employee must exceed or fall short in order to appear in the report. For example, the times shown under the preceding bullet are: “more than 5 minutes” and “less than two hours.”

•

Percent field—Percentage of time an employee must exceed or fall short in order to appear in the report. For example, “less than 80% of scheduled time in compliance.”

Availability Filters Listed The pages of the Availability Filter dialog box enable you to use several filters. Table 3-4 describes these filters. Table 3-4 Availability Filters Page

Filter

Start/Stop

•

Amount of time early for start of schedule

•

Amount of time late for start of schedule

•

Amount of time early for stop of schedule

•

Amount of time late for stop of schedule

•

Amount of scheduled time

Scheduled

Perform User Guide

Aspect Confidential | 3-9

Chapter 3: Using Agent Productivity

Table 3-4 Availability Filters (continued) Page

Filter

Signed In

•

Amount of signed-in time (Amount of time signed in to the ACD.)

Compliance

•

Percentage of scheduled time signed in

•

Amount of compliance time (Amount of time in adherence to scheduled start and stop times over the course of a day.)

Plugged-In % a

•

Percentage of scheduled time in compliance

•

Plugged-in percent (Percentage of time in an active state on the ACD while signed in. (This statistic is calculated by the ACD and is not supported by all ACD types.)

aAppears

only for the Availability Summary with Plugged-In Percent and the Availability with Plugged-In Percent reports

3-10 | Aspect Confidential

eWorkforce Management

A Appendix A

Troubleshooting This appendix includes a variety of troubleshooting scenarios and solutions for Aspect® eWorkforce Management™ – Perform. An Aspect Software support representative may need to access your Real-Time Adherence server remotely for troubleshooting purposes. The optimum choice for remote access under these circumstances is pcAnywhere, since it gives your support representatives remote control over the processes running on the server. This enables support to turn diagnostics on and off within the software, restart the RTAListen service, run a Real-Time Adherence client, and perform other diagnostic tasks.

Login Problems Login problems typically fall under four categories: •

•

•

Invalid user name or password •

Passwords are case-sensitive. Make sure you typed your password correctly.

•

If you don’t have a user name or password, or if you’ve forgotten your user name or password, contact your Real-Time Adherence administrator.

Incorrect domain or server •

The domain chosen is a domain in which your login (that is, your user name/password combination) is invalid. Select the correct domain in the Domain drop-down list, or ask your Real-Time Adherence administrator to add your login to the chosen domain.

•

You are using a local user account instead of a domain user account. Select Use Local Account in the Domain drop-down list.

•

The server displayed is a server on which the Real-Time Adherence server software has not been installed. Use the Server drop-down list to select a Real-Time Adherence server, or ask your Real-Time Adherence administrator for the name and IP address of a RealTime Adherence server you can connect to.

Incompatible client software. In this case you are typically prompted to take advantage of the Real-Time Adherence automatic update feature. (For more information, see Getting Automatic Updates on page 2-2.) In some cases, the automatic upgrade feature will not be

Perform User Guide

Aspect Confidential | A-1

Appendix A: Troubleshooting

available. Real-Time Adherence will simply notify you that your client is not compatible, and then it will quit. If this happens, contact your Real-Time Adherence administrator for assistance in installing the current version of the Real-Time Adherence client. •

Connection failures, as outlined in the following section.

Client/Server Connection Failures The following circumstances can cause a failure of Real-Time Adherence to connect to the server within 40 seconds: •

The Real-Time Adherence server program is not running. Start the Real-Time Adherence server program on the Real-Time Adherence server.

•

The Real-Time Adherence client is using an incorrect IP address or name to connect to the server. Verify and, if necessary, edit the server information by following the instructions in Adding or Editing a Server After Login on page 2-30.

•

The server is overloaded and temporarily unable to respond to the Real-Time Adherence login request. (If the number of people logged in to Real-Time Adherence has reached the limit, the software sends you a Maximum Connections message. To log in, you must wait until a user logs out of Real-Time Adherence.)

A-2 | Aspect Confidential

eWorkforce Management

B Appendix B

Activity Alarm Values by ACD Type This appendix provides alarm values for all supported ACD types.

Aspect CallCenter ACD Table B-1 describes activity alarms for Aspect CallCenter ACDs. Table B-1 Aspect CallCenter ACD Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

AVAIL

AVAIL

Agent is available to handle calls.

4001

ACD1

BUSYIN

Agent is handling an incoming call on trunk 1.

4002

ACD2

BUSYIN2

Agent is handling an incoming call on trunk 2.

4003

OUT1

BUSYOUT

Agent is making an outgoing call on trunk 1.

4004

OUT2

BUSYOUT2

Agent is making an outgoing call on trunk 2.

4005

HELP

HELP

Agent is listening to a help announcement.

4006

IDLE

IDLE

Agent is in the idle state.

4007

HOLD

HOLD

One or more calls are on hold.

4008

WRAP

WRAPUP

Agent is in the Wrap-Up state.

4009

SUPV

SUPV

Agent is talking on the supervisor trunk.

4010

CONF

CONF

Agent is in a conference with two trunks.

4011

Perform User Guide

Aspect Confidential | B-1

Appendix B: Activity Alarm Values by ACD Type

Table B-1 Aspect CallCenter ACD Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

MSG

MSG

Agent is listening to voice mail or callback message.

4012

INS

INSIDE

Agent is talking on the inside line.

4013

EMER

EMER

The Emergency key is pressed.

4014

Aspect Conversations Predictive Dialer Table B-2 describes activity alarms for the Aspect Conversations Predictive Dialer. Table B-2 Aspect Conversations Predictive Dialer Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

Unknown

UNKNOWN

A response was not received from the agent workstation.

22000

Ready

READY

Agent is ready to receive calls.

22001

TypingOutbound

TYPING

Agent has released an outbound connection but is still linked to the client record while typing information.

22002

Idle

IDLE

Agent is logged on but not ready to receive calls.

22003

LoggedOff

LOGGEDOFF

Agent has logged off the terminal.

22004

TalkingOutbound

CNX

Agent is connected to an outbound call.

22005

Disabled

DISABLED

The supervisor has disabled the agent workstation.

22006

Play

PLAY

Agent is playing a message.

22007

ConnectingOutbound

OUTCNX

Agent has pressed the Dial key and has been connected to an outbound trunk line assigned to split 21.

22008

DialingOutbound

OUTDIAL

Agent has requested a trunk line by pressing the Dial key.

22009

Preview

PREVIEW

Agent is currently previewing a record.

22010

PreviewDial

PDIAL

The system is dialing a client record that has been previewed by the agent.

22011

B-2 | Aspect Confidential

eWorkforce Management

Aspect Spectrum ACD

Table B-2 Aspect Conversations Predictive Dialer Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

MessageQueued

MESGQ

Message in Queue. An agent is assigned this status if he requests assistance from the Help agent, but the Help agent is connected to another call.

22012

MessageReceived

MESGR

Message Received. A Help agent is assigned this status when an agent requests assistance in handling a client.

22013

MessageSent

MESGS

Message Sent. An agent is assigned this status if he has requested assistance from the Help agent and the Help agent is available to provide that help.

22014

AccountEdit

ACCEDIT

Agent is editing a record. (Appears only if you use the AccountEdit ACD state.)

22015

VerifyReady

VREADY

Verify agent is ready to receive calls.

22016

PreviewReady

PREADY

Preview agent is ready to preview records.

22017

TalkingInbound

INCNX

Agent is connected to an inbound call.

22018

Supervising

SUPER

Agent is using the QA monitor function.

22019

TypingInbound

INTYPING

Agent has released an inbound call but remains connected to the client record while typing information.

22020

Aspect Spectrum ACD Table B-3 describes activity alarms for Aspect Spectrum ACDs. Table B-3 Aspect Spectrum ACD Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

Invalid

INVALID

Invalid Alarm.

10002

RE-SYNC

RE-SYNC

Re-sync Alarm.

10003

Available

AVAILABLE

Available Alarm.

10004

Unavail

UNAVAIL

Unavailable Alarm.

10005

CALL-WORK

CALL-WORK

Call-work Alarm.

10006

Perform User Guide

Aspect Confidential |

B-3

Appendix B: Activity Alarm Values by ACD Type

Table B-3 Aspect Spectrum ACD Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

Dial

DIAL

Dial Alarm.

10007

OUT-TALK

OUT-TALK

Out-talk Alarm.

10008

OUT-HOLD

OUT-HOLD

Out-hold Alarm.

10009

IN-TALK

IN-TALK

In-talk Alarm.

10010

IN-HOLD

IN-HOLD

In-hold Alarm.

10011

AUX-DIAL

AUX-DIAL

Aux-dial Alarm.

10012

AUX-TALK

AUX-TALK

Aux-talk Alarm.

10013

3-PTY-CNF

3-PTY-CNF

3-Pty-Cnf Alarm.

10014

BARGE-IN

BARGE-IN

Barge-in Alarm.

10015

AUX-HOLD

AUX-HOLD

Aux-hold Alarm.

10016

Unplugged

UNPLUGGED

Unplugged Alarm.

10017

Aspect Unified IP Table B-4 describes activity alarms for Aspect Unified IP (formerly called Aspect EnsemblePro), including versions 5.2 and 6.0. Table B-4 Aspect Unified IP Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

LoggingIn

LOGGINGIN

Agent is logging in.

20000

Idle

IDLE

Agent is waiting for a call to be received or placed.

20001

Active

ACTIVE

Agent is active on an interaction.

20002

Preview

PREVIEW

Agent is previewing data before a call.

20003

Wrap

WRAP

Agent is wrapping up a call.

20004

NotReady

NOTREADY

Agent has not logged out for the day but is not ready to take a call.

20005

Held

HELD

Agent has a call on hold.

20006

SystemWait

SYSTEMWAIT

System Wait.

20007

AdminWait

ADMINWAIT

Admin Wait.

20008

HangupWait

HANGUPWAIT

Hangup Wait.

20009

Dialing

DIALING

Agent is dialing an outbound call.

20010

B-4 | Aspect Confidential

eWorkforce Management

Aspect Unison Predictive Dialer

Table B-4 Aspect Unified IP Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

Consulting

CONSULTING

Agent is placing a call to a third party during an active call.

20011

Conference

CONFERENCE

Agent is conferencing.

20012

ActiveDial

ACTIVEDIAL

Agent is dialing.

20013

ActiveInternal

ACTIVEINTERNAL

Agent is active on internal call.

20014

Manual

MANUAL

Agent is in manual.

20015

AdvFeature

ADVFEATR

Advanced feature.

20016

PhoneFoul

PHONEFOUL

Agent is attempting to disconnect the call using the telephone instead of the telephony bar.

20017

Chat

CHAT

Agent is on a chat interaction.

20019

LoggedOut

LOGOUT

Agent is logged out.

20020

AppReady

APPREADY

Application ready.

20021

WrapWarning

WRAPWARNING

Agent is being given a wrap warning.

20022

DIDActive

DIDACTIVE

DID is active.

20023

Other

OTHER

Other.

20024

Park

PARK

Agent is in the Park state.

20025

ParkWarning

PARKWARNING

Agent is being given a park warning.

20026

Aspect Unison Predictive Dialer Table B-5 describes activity alarms for the Aspect Unison Predictive Dialer. Table B-5 Aspect Unison Predictive Dialer Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

LoggingIn

LOGIN

Again is logging in.

21001

Unknown

UNKNOWN

Agent state is unknown.

21002

Blending

BLENDING

Agent is blending to inbound or outbound.

21003

LoggedOut

(No code)

Agent is logged out.

21004

Available

AVAILABLE

Agent is available to take a call.

21005

Allocated

ALLOCATED

Agent is allocated to take a call.

20006

Perform User Guide

Aspect Confidential |

B-5

Appendix B: Activity Alarm Values by ACD Type

Table B-5 Aspect Unison Predictive Dialer Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

Unavailable

UNAVAIL

Agent is unavailable and cannot take a call.

21007

WrapInbound

WRAPIN

Agent is wrapping up an inbound call.

21008

WrapOutbound

WRAPOUT

Agent is wrapping up an outbound call.

21009

TalkingInbound

TALKINGIN

Agent is on an inbound call.

21010

TalkingOutbound

TALKINGOUT

Agent is on an outbound call.

21011

ConsultingInbound

CONSULTIN

Agent is consulting on an inbound call.

21012

ConsultingOutbound

CONSULTOUT

Agent is consulting on an outbound call.

21013

ConferenceInbound

CONFERIN

Agent is conferencing on an inbound call.

21014

ConferenceOutbound

CONFEROUT

Agent is conferencing on an outbound call.

21015

Avaya CMS Table B-6 describes activity alarms for the Avaya CMS. Table B-6 Avaya CMS Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

UNKNOWN

UNKNOWN

In unknown state.

2001

AVAIL

AVAIL

Available to take calls.

2003

ACDIN

BUSYIN

Busy on an incoming ACD call.

2004

ACDOUT

BUSYOUT

Busy on an outgoing ACD call.

2005

ACW

ACW

In after-call-work state.

2006

AUXIN

AUXIN

On an auxiliary incoming call.

2007

AUXOUT

AUXOUT

On an auxiliary outgoing call.

2008

RING

RING

Ringing.

2009

OTHER

OTHER

In other state.

2012

HOLD

HOLD

On hold.

2013

AUX

AUXWK

In auxiliary work state.

2014

ACWIN

ACWIN

On an incoming call while in after-callwork state.

2042

B-6 | Aspect Confidential

eWorkforce Management

Avaya CMS (Auxiliary Alarms)

Table B-6 Avaya CMS Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

ACWOUT

ACWOUT

On an outgoing call while in after-callwork state.

2043

The AUX (1-9), AUXIN (1-9), and AUXOUT (1-9) states are not available unless the Avaya CMS Auxiliary Codes feature is enabled. For a description of these states, see Avaya CMS Auxiliary Activity Alarms on page B-7. Contact your ACD administrator for additional information.

Avaya CMS (Auxiliary Alarms) Table B-7 describes the auxiliary activity alarms for the Avaya CMS. Table B-7 Avaya CMS Auxiliary Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

AUX1

AUXWK1

In auxiliary work state #1.

2015

AUXIN1

AUXIN1

On an auxiliary incoming call, state #1.

2016

AUXOUT1

AUXOUT1

On an auxiliary outgoing call, state #1.

2017

AUX2

AUXWK2

In auxiliary work state #2.

2018

AUXIN2

AUXIN2

On an auxiliary incoming call, state #2.

2019

AUXOUT2

AUXOUT2

On an auxiliary outgoing call, state #2.

2020

AUX3

AUXWK3

In auxiliary work state #3.

2021

AUXIN3

AUXIN3

On an auxiliary incoming call, state #3.

2022

AUXOUT3

AUXOUT3

On an auxiliary outgoing call, state #3.

2023

AUX4

AUXWK4

In auxiliary work state #4.

2024

AUXIN4

AUXIN4

On an auxiliary incoming call, state #4.

2025

AUXOUT4

AUXOUT4

On an auxiliary outgoing call, state #4.

2026

AUX5

AUXWK5

In auxiliary work state #5.

2027

AUXIN5

AUXIN5

On an auxiliary incoming call, state #5.

2028

AUXOUT5

AUXOUT5

On an auxiliary outgoing call, state #5.

2029

AUX6

AUXWK6

In auxiliary work state #6.

2030

AUXIN6

AUXIN6

On an auxiliary incoming call, state #6.

2031

AUXOUT6

AUXOUT6

On an auxiliary outgoing call, state #6.

2032

AUX7

AUXWK7

In auxiliary work state #7.

2033

AUXIN7

AUXIN7

On an auxiliary incoming call, state #7.

2034

Perform User Guide

Aspect Confidential |

B-7

Appendix B: Activity Alarm Values by ACD Type

Table B-7 Avaya CMS Auxiliary Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

AUXOUT7

AUXOUT7

On an auxiliary outgoing call, state #7.

2035

AUX8

AUXWK8

In auxiliary work state #8.

2036

AUXIN8

AUXIN8

On an auxiliary incoming call, state #8.

2037

AUXOUT8

AUXOUT8

On an auxiliary outgoing call, state #8.

2038

AUX9

AUXWK9

In auxiliary work state #9.

2039

AUXIN9

AUXIN9

On an auxiliary incoming call, state #9.

2040

AUXOUT9

AUXOUT9

On an auxiliary outgoing call, state #9.

2041

Bell Atlantic Genesys ACD Table B-8 describes activity alarms for Bell Atlantic Genesys ACDs. Table B-8 Bell Atlantic Genesys (Verizon) ACD Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value*

AgentLogin

LOGIN

AgentLogin Alarm

14001

Dialing

DIALING

Dialing Alarm

14002

Established

ESTAB

Established Alarm

14003

Released

RELEASED

Released Alarm

14004

AgentReady

READY

AgentReady Alarm

14006

AgentNotReady

NOTREADY

AgentNotReady Alarm

14007

DNDOn

DNDON

DNDOn Alarm

14008

DNDOff

DNDOFF

DNDOff Alarm

14009

MailBoxLogin

MBOXIN

MailBoxLogin Alarm

14010

MailBoxLogout

MBOXOUT

MailBoxLogout Alarm

14011

OffHook

OFFHOOK

OffHook Alarm

14012

OnHook

ONHOOK

OnHook Alarm

14013

AgentAfterCallWork

ACW

AgentAfterCallWork Alarm

14014

B-8 | Aspect Confidential

eWorkforce Management

Intecom ACD

Intecom ACD Table B-9 provides activity alarms for Intecom ACDs, including the Centergy ACD. Table B-9 Intecom ACD Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

IDLE

IDLE

Idle Alarm.

6001

WRAP

WRAP

Wrap Alarm.

6002

WORK

WORK

Work Alarm.

6003

DNDS

DNDS

Do Not Disturb Alarm.

6004

BSYA

BSYA

Busy ACD Alarm.

6005

HOLD

HOLD

On Hold Alarm.

6006

INCM

INCM

Incoming Call Alarm.

6007

OUTG

OUTG

Outgoing Call Alarm.

6008

INTR

INTR

Internal Call Alarm.

6009

Online

ONLINE

Signed on to the agent group.

6011

Unknown

UNKNOWN

Unknown Centergy state.

6012

ACD Hold

ACDHOLD

ACD call is put on hold.

6013

ACD Ring

ACDRING

Inbound ACD call is delivered to the agent.

6014

ACD Talk

ACDTALK

Agent answered an ACD call.

6015

CTI Hold

CTIHOLD

CTI call is put on hold.

6016

CTI Ring

CTIRING

CTI application delivered outbound call routed by CTI.

6017

CTI Talk

CTITALK

Agent answered an outbound call routed by CTI.

6018

Off Hook

OFFHOOK

Agent has gone off-hook to place call.

6019

Available

AVAILABLE

Available to receive ACD call.

6020

Call Term

CALLTERM

Agent has been disconnected from a call.

6021

Not Ready

NOTREADY

Automatic state reserved for ACD call passed by CTI.

6022

Place Call

PLACECALL

Agent has originated a call.

6023

Place Hold

PLACEHOLD

Agent has put the current call on hold.

6024

Place Talk

PLACETALK

Agent is talking on call.

6025

Unavailable

UNAVAL

Manual unavailable state.

6026

Perform User Guide

Aspect Confidential |

B-9

Appendix B: Activity Alarm Values by ACD Type

Table B-9 Intecom ACD Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

Non-ACD Hold

NACDHOLD

Non-ACD call is put on hold.

6027

Non-ACD Ring

NACDRING

Non-ACD call delivered directly to the agent.

6028

Non-ACD Talk

NACDTALK

Agent answered a non-ACD call.

6029

ACD Consult Ring

ACDCONRNG

Internal consultation call routed to the agent.

6030

ACD Consult Talk

ACDCONTLK

Agent answered an internal ACD call.

6031

CTI Consult Ring

CTICONRNG

CTI application routed a consultation call through a call type.

6032

CTI Consult Talk

CTICONTLK

Agent answered a consultation call routed by CTI.

6033

Place Consult Call

PLCCONCLL

Agent has originated an internal consultation call.

6034

Place Consult Talk

PLCCONTLK

Agent is talking on internal consultation call.

6035

ACD Conference Talk

ACDCONF

Agent answered an internal conference call.

6036

CTI Conference Talk

CTICONF

Agent answered conference call routed by CTI.

6037

Non-ACD Consult Ring

NACDRING

Non-ACD consultation call has been delivered.

6038

Non-ACD Consult Talk

NACDTALK

Agent answered a non-ACD consultation call.

6039

Place Conference Talk

PLCCONF

Agent is talking on internal conference call.

6040

Non-ACD Conference Talk

NACDCONF

Agent answered an internal conference call.

6041

Nortel Networks Meridian MAX Table B-10 describes activity alarms for Nortel Networks Meridian MAX ACDs. Table B-10 Nortel Networks Meridian MAX ACD Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

Spare

SPARE

Agent is in a Spare state.

3001.

ACD

ACD

Active on an ACD call.

3002

B-10 | Aspect Confidential

eWorkforce Management

Nortel Networks Meridian MAX

Table B-10 Nortel Networks Meridian MAX ACD Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

ACD/DNIH

ACD/DNIH

Active on an ACD call and has an incoming DN call on hold.

3003

ACD/DNOH

ACD/DNOH

Active on an ACD call and has an outgoing DN call on hold.

3004

ACD Hold

ACDHOLD

ACD call on hold.

3005

ACDH/DNI

ACDH/DNI

Active on an incoming call and has an ACD call on hold.

3006

ACDH/DNO

ACDH/DNO

Active on an outgoing call and has an ACD call on hold.

3007

ACDH/DNIH

ACDH/DNIH

ACD call on hold and incoming call on hold.

3008

ACDH/DNOH

ACDH/DNOH

ACD call on hold and outgoing call on hold.

3009

NRDY

NOT READY

Agent has activated the not ready key.

3010

NRDY/DNI

NRDY/DNI

Active on incoming call and has activated the not ready key.

3011

NRDY/DNO

NRDY/DNO

Active on outgoing call and has activated the not ready key.

3012

NRDY/DNIH

NRDY/DNIH

Agent has activated the not ready key and has an incoming call on hold.

3013

NRDY/DNOH

NRDY/DNOH

Agent has activated the not ready key and has an outgoing call on hold.

3014

Consult

CONSULT

The call was disconnected while the agent was trying to transfer or conference a call to a third party.

3015

Wait

WAIT

Waiting for an ACD call.

3018

DN In

DN IN

Active on an incoming call.

3024

DN Out

DN OUT

Active on an outgoing call.

3025

DNI Hold

DNI HOLD

Agent has an incoming call on hold.

3026

DNO Hold

DNO HOLD

Agent has an outgoing call on hold.

3027

Unknown

UNKNOWN

The agent is logged in to the position but the Meridian 1 has not specified the state of the agent.

3028

Not Avail

NOT AVAIL

Agent is not available.

3029

Login

LOGIN

Agent has logged in.

3030

Walkaway

WALKAWAY

The agent has disconnected the headset.

3032

Perform User Guide

Aspect Confidential |

B-11

Appendix B: Activity Alarm Values by ACD Type

Table B-10 Nortel Networks Meridian MAX ACD Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

Return

RETURN

Agent has returned from walkaway.

3033

Nortel Networks Symposium Table B-11 describes activity alarms for the Nortel Networks Symposium ACDs. Table B-11 Nortel Networks Symposium ACD Activity Alarms ACD State

Default Alarm Code

Alarm Value

ACD_ACTIVE

ACTIVE

8102

ACD_ACTIVE_DN_IN_ONHOLD

ACTIVE

8107

ACD_ACTIVE_DN_IN_ONHOLD_DN_OUT_ONHOLD

ACTIVE

8116

ACD_ACTIVE_DN_OUT_ONHOLD

ACTIVE

8111

ACD_ONHOLD

ONHOLD

8103

ACD_ONHOLD_DN_IN_ACTIVE

DNI

8106

ACD_ONHOLD_DN_IN_ACTIVE_DN_OUT_ONHOLD

DNI

8114

ACD_ONHOLD_DN_IN_ACTIVE_ONHOLD

DNIH

8109

ACD_ONHOLD_DN_IN_ACTIVE_ONHOLD_DN_OUT_ONHOLD

DNIH

8119

ACD_ONHOLD_DN_IN_ONHOLD

ONHOLD

8108

ACD_ONHOLD_DN_IN_ONHOLD_DN_OUT_ACTIVE

DNO

8115

ACD_ONHOLD_DN_IN_ONHOLD_DN_OUT_ACTIVE_ONHOLD

DNOH

8118

ACD_ONHOLD_DN_IN_ONHOLD_DN_OUT_ONHOLD

ONHOLD

8117

ACD_ONHOLD_DN_OUT_ACTIVE

DNO

8110

ACD_ONHOLD_DN_OUT_ACTIVE_ONHOLD

DNOH

8113

ACD_ONHOLD_DN_OUT_ONHOLD

ONHOLD

8112

DN_IN_ACTIVE

DNI

8090

DN_IN_ACTIVE_DN_OUT_ONHOLD

DNI

8098

DN_IN_ACTIVE_ONHOLD

DNIH

8092

DN_IN_ACTIVE_ONHOLD_DN_OUT_ONHOLD

DNIH

8100

DN_IN_ONHOLD

DNIH

8091

DN_IN_ONHOLD_DN_OUT_ACTIVE

DNO

8099

DN_IN_ONHOLD_DN_OUT_ACTIVE_ONHOLD

DNOH

8101

B-12 | Aspect Confidential

eWorkforce Management

Nortel Networks Symposium

Table B-11 Nortel Networks Symposium ACD Activity Alarms (continued) ACD State

Default Alarm Code

Alarm Value

DN_OUT_ACTIVE

DNO

8093

DN_OUT_ACTIVE_ONHOLD

DNOH

8097

DN_OUT_ONHOLD

DNOH

8094

NACD_ACTIVE

ACTIVE

8120

NACD_ACTIVE_DN_IN_ONHOLD

ACTIVE

8125

NACD_ACTIVE_DN_IN_ONHOLD_DN_OUT_ONHOLD

ACTIVE

8134

NACD_ACTIVE_DN_OUT_ONHOLD

ACTIVE

8129

NACD_ONHOLD

ONHOLD

8121

NACD_ONHOLD_DN_IN_ACTIVE

DNI

8124

NACD_ONHOLD_DN_IN_ACTIVE_DN_OUT_ONHOLD

DNI

8132

NACD_ONHOLD_DN_IN_ACTIVE_ONHOLD

DNIH

8127

NACD_ONHOLD_DN_IN_ACTIVE_ONHOLD_DN_OUT_ONHOLD

DNIH

8137

NACD_ONHOLD_DN_IN_ONHOLD

ONHOLD

8126

NACD_ONHOLD_DN_IN_ONHOLD_DN_OUT_ACTIVE

DNO

8133

NACD_ONHOLD_DN_IN_ONHOLD_DN_OUT_ACTIVE_ONHOLD

DNOH

8136

NACD_ONHOLD_DN_IN_ONHOLD_DN_OUT_ONHOLD

ONHOLD

8135

NACD_ONHOLD_DN_OUT_ACTIVE

DNO

8128

NACD_ONHOLD_DN_OUT_ACTIVE_ONHOLD

DNOH

8131

NACD_ONHOLD_DN_OUT_ONHOLD

ONHOLD

8130

NGCC_ACTIVE

ACTIVE

8002

NGCC_ACTIVE_DN_IN_ONHOLD

ACTIVE

8017

NGCC_ACTIVE_DN_IN_ONHOLD_DN_OUT_ONHOLD

ACTIVE

8058

NGCC_ACTIVE_DN_OUT_ONHOLD

ACTIVE

8028

NGCC_BRK

BRK

8007

NGCC_BRK_DN_IN_ACTIVE

DNI

8039

NGCC_BRK_DN_IN_ACTIVE_DN_OUT_ONHOLD

DNI

8069

NGCC_BRK_DN_IN_ACTIVE_ONHOLD

DNIH

8049

NGCC_BRK_DN_IN_ACTIVE_ONHOLD_DN_OUT_ONHOLD

DNIH

8084

NGCC_BRK_DN_IN_ONHOLD

BRK

8021

NGCC_BRK_DN_IN_ONHOLD_DN_OUT_ACTIVE

DNO

8074

NGCC_BRK_DN_IN_ONHOLD_DN_OUT_ACTIVE_ONHOLD

DNOH

8079

Perform User Guide

Aspect Confidential |

B-13

Appendix B: Activity Alarm Values by ACD Type

Table B-11 Nortel Networks Symposium ACD Activity Alarms (continued) ACD State

Default Alarm Code

Alarm Value

NGCC_BRK_DN_IN_ONHOLD_DN_OUT_ONHOLD

BRK

8061

NGCC_BRK_DN_OUT_ACTIVE

DNO

8044

NGCC_BRK_DN_OUT_ACTIVE_ONHOLD

DNOH

8054

NGCC_BRK_DN_OUT_ONHOLD

BRK

8031

NGCC_BUSY

BUSY

8014

NGCC_BUSY_DN_IN_ACTIVE

DNI

8042

NGCC_BUSY_DN_IN_ACTIVE_DN_OUT_ONHOLD

DNI

8072

NGCC_BUSY_DN_IN_ACTIVE_ONHOLD

DNIH

8052

NGCC_BUSY_DN_IN_ACTIVE_ONHOLD_DN_OUT_ONHOLD

DNIH

8087

NGCC_BUSY_DN_IN_ONHOLD

BUSY

8027

NGCC_BUSY_DN_IN_ONHOLD_DN_OUT_ACTIVE

DNO

8077

NGCC_BUSY_DN_IN_ONHOLD_DN_OUT_ACTIVE_ONHOLD

DNOH

8082

NGCC_BUSY_DN_IN_ONHOLD_DN_OUT_ONHOLD

BUSY

8067

NGCC_BUSY_DN_OUT_ACTIVE

DNO

8047

NGCC_BUSY_DN_OUT_ACTIVE_ONHOLD

DNOH

8057

NGCC_BUSY_DN_OUT_ONHOLD

BUSY

8037

NGCC_CALL_PRESENT

CALLPRSNT

8010

NGCC_CALL_PRESENT_DN_IN_ACTIVE

DNI

8040

NGCC_CALL_PRESENT_DN_IN_ACTIVE_DN_OUT_ONHOLD

DNI

8070

NGCC_CALL_PRESENT_DN_IN_ACTIVE_ONHOLD

DNIH

8050

NGCC_CALL_PRESENT_DN_IN_ACTIVE_ONHOLD_DN_OUT_ONHOLD

DNIH

8085

NGCC_CALL_PRESENT_DN_IN_ONHOLD

CALLPRSNT

8024

NGCC_CALL_PRESENT_DN_IN_ONHOLD_DN_OUT_ACTIVE

DNO

8075

NGCC_CALL_PRESENT_DN_IN_ONHOLD_DN_OUT_ACTIVE_ONHOLD

DNOH

8080

NGCC_CALL_PRESENT_DN_IN_ONHOLD_DN_OUT_ONHOLD

CALLPRSNT

8064

NGCC_CALL_PRESENT_DN_OUT_ACTIVE

DNO

8045

NGCC_CALL_PRESENT_DN_OUT_ACTIVE_ONHOLD

DNOH

8055

NGCC_CALL_PRESENT_DN_OUT_ONHOLD

CALLPRSNT

8034

NGCC_CONSULTATION

CONSULT

8011

NGCC_CONSULTATION_DN_IN_ONHOLD

CONSULT

8025

NGCC_CONSULTATION_DN_IN_ONHOLD_DN_OUT_ONHOLD

CONSULT

8065

B-14 | Aspect Confidential

eWorkforce Management

Nortel Networks Symposium

Table B-11 Nortel Networks Symposium ACD Activity Alarms (continued) ACD State

Default Alarm Code

Alarm Value

NGCC_CONSULTATION_DN_OUT_ONHOLD

CONSULT

8035

NGCC_EMERGENCY

EMERGENCY

8012

NGCC_EMERGENCY_DN_IN_ONHOLD

EMERGENCY

8026

NGCC_EMERGENCY_DN_IN_ONHOLD_DN_OUT_ONHOLD

EMERGENCY

8066

NGCC_EMERGENCY_DN_OUT_ONHOLD

EMERGENCY

8036

NGCC_IDLE

IDLE

8008

NGCC_IDLE_DN_IN_ACTIVE

DNI

8016

NGCC_IDLE_DN_IN_ACTIVE_DN_OUT_ONHOLD

DNI

8088

NGCC_IDLE_DN_IN_ONHOLD

IDLE

8022

NGCC_IDLE_DN_IN_ONHOLD_DN_OUT_ACTIVE

DNO

8089

NGCC_IDLE_DN_IN_ONHOLD_DN_OUT_ONHOLD

IDLE

8062

NGCC_IDLE_DN_OUT_ACTIVE

DNO

8015

NGCC_IDLE_DN_OUT_ONHOLD

IDLE

8032

NGCC_NOTRDY

NRDY

8005

NGCC_NOTRDY_DN_IN_ACTIVE

DNI

8104

NGCC_NOTRDY_DN_IN_ONHOLD

ONHOLD

8122

NGCC_NOTRDY_DN_OUT_ACTIVE

DNO

8105

NGCC_NOTRDY_WALKAWAY

WALKAWAY

8006

NGCC_NOTRDY_WALKAWAY_DN_IN_ONHOLD

WALKAWAY

8020

NGCC_ONHOLD

ONHOLD

8003

NGCC_ONHOLD_DN_IN_ACTIVE

DNI

8038

NGCC_ONHOLD_DN_IN_ACTIVE_DN_OUT_ONHOLD

DNI

8068

NGCC_ONHOLD_DN_IN_ACTIVE_ONHOLD

DNIH

8048

NGCC_ONHOLD_DN_IN_ACTIVE_ONHOLD_DN_OUT_ONHOLD

DNIH

8083

NGCC_ONHOLD_DN_IN_ONHOLD

ONHOLD

8018

NGCC_ONHOLD_DN_IN_ONHOLD_DN_OUT_ACTIVE

DNO

8073

NGCC_ONHOLD_DN_IN_ONHOLD_DN_OUT_ACTIVE_ONHOLD

DNOH

8078

NGCC_ONHOLD_DN_IN_ONHOLD_DN_OUT_ONHOLD

ONHOLD

8059

NGCC_ONHOLD_DN_OUT_ACTIVE

DNO

8043

NGCC_ONHOLD_DN_OUT_ACTIVE_ONHOLD

DNOH

8053

NGCC_ONHOLD_DN_OUT_ONHOLD

ONHOLD

8029

Perform User Guide

Aspect Confidential |

B-15

Appendix B: Activity Alarm Values by ACD Type

Table B-11 Nortel Networks Symposium ACD Activity Alarms (continued) ACD State

Default Alarm Code

Alarm Value

NGCC_ONHOLD_WALKAWAY

WALKAWAY

8004

NGCC_ONHOLD_WALKAWAY_DN_IN_ONHOLD

WALKAWAY

8019

NGCC_ONHOLD_WALKAWAY_DN_IN_ONHOLD_DN_OUT_ONHOLD

WALKAWAY

8060

NGCC_ONHOLD_WALKAWAY_DN_OUT_ONHOLD

WALKAWAY

8030

NGCC_RESERVE

RESERVE

8009

NGCC_RESERVE_DN_IN_ACTIVE

DNI

8041

NGCC_RESERVE_DN_IN_ACTIVE_DN_OUT_ONHOLD

DNI

8071

NGCC_RESERVE_DN_IN_ACTIVE_ONHOLD

DNIH

8051

NGCC_RESERVE_DN_IN_ACTIVE_ONHOLD_DN_OUT_ONHOLD

DNIH

8086

NGCC_RESERVE_DN_IN_ONHOLD

RESERVE

8023

NGCC_RESERVE_DN_IN_ONHOLD_DN_OUT_ACTIVE

DNO

8076

NGCC_RESERVE_DN_IN_ONHOLD_DN_OUT_ACTIVE_ONHOLD

DNOH

8081

NGCC_RESERVE_DN_IN_ONHOLD_DN_OUT_ONHOLD

RESERVE

8063

NGCC_RESERVE_DN_OUT_ACTIVE

DNO

8046

NGCC_RESERVE_DN_OUT_ACTIVE_ONHOLD

DNOH

8056

NGCC_RESERVE_DN_OUT_ONHOLD

RESERVE

8033

NGCC_WALKAWAY

WALKAWAY

8013

NGCC_NOTRDY_DN_OUT_ACTIVE_DN_IN_ONHOLD

DNO

8139

NGCC_NOTRDY_DN_OUT_ONHOLD_DN_IN_ACTIVE

DNI

8140

NGCC_NOTRDY_DN_OUT_ONHOLD_DN_IN_ONHOLD

ONHOLD

8141

NGCC_NOTRDY_DN_OUT_ACTIVE_ONHOLD

DNOH

8142

NGCC_NOTRDY_DN_IN_ACTIVE_ONHOLD

DNIH

8143

NGCC_NOTRDY_DN_OUT_ACTIVE_ONHOLD_DN_IN_ONHOLD

DNOH

8144

NGCC_NOTRDY_DN_OUT_ONHOLD_DN_IN_ACTIVE_ONHOLD

ONHOLD

8145

UNDEFINED

UNDEFINED

8000

B-16 | Aspect Confidential

eWorkforce Management

Pegasus ACD

Pegasus ACD Table B-12 provides activity alarms for Pegasus ACDs. Table B-12 Pegasus ACD Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

AVAIL

AVAIL

Available Alarm

13001

BREAK

BREAK

Break Alarm

13002

OUTSIDE

OUTSIDE

Outside Call Alarm

13003

LUNCH

LUNCH

Lunch Alarm

13004

WORKOFFL

WORKOFFL

Working Offline Alarm

13005

RECVCALL

RECVCALL

Receiving Call Alarm

13006

TALKING

TALKING

Talking Alarm

13007

WRAPUP

WRAPUP

Wrap-up Alarm

13008

OFF

none

none

13009

Siemens ACD Table B-13 describes activity alarms for Siemens ACDs. Table B-13 Siemens ACED Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

Unavailable

UNAVAIL

Unavailable Alarm.

7001

Work

WORK

Work Alarm.

7002

Available

AVAIL

Available Alarm.

7003

ACD INCOMING

ACD IN

ACD Incoming Alarm.

7004

NON ACD IN

NACDIN

Non ACD Incoming Alarm.

7005

NON ACD OUT

NACDOUT

Non ACD Outgoing Alarm.

7006

Internal

INTERNAL

Internal Alarm.

7007

Other

OTHER

Other Alarm.

7008

Unknown

UNKNOWN

Unknown Alarm.

7009

Perform User Guide

Aspect Confidential |

B-17

Appendix B: Activity Alarm Values by ACD Type

Teloquent ACD Table B-14 describes activity alarms for Teloquent ACDs. Table B-14 Teloquent ACD Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

WRAPUP

WRAPUP

Wrapup Alarm.

10015

LOGON

LOGON

Logon Alarm.

17001

IDLE

IDLE

Idle Alarm.

17002

READY

READY

Ready Alarm.

17003

SETUP

SETUP

Setup Alarm.

17004

RINGING

RINGING

Ringing Alarm.

17005

ACTIVE-I

ACTIVE-I

Incoming voice call Active Alarm.

17006

ACTIVE-B

ACTIVE-B

Voice callback Active Alarm.

17007

ACTIVE-T

ACTIVE-T

Chat Active Alarm.

17008

ACTIVE-E

ACTIVE-E

Email Active Alarm.

17009

ACTIVE-O

ACTIVE-O

Outbound Voice Call Active Alarm.

17010

ACTIVE-C

ACTIVE-C

Consult Call Active Alarm.

17011

ACTIVE-D

ACTIVE-D

Direct Call Active Alarm.

17012

ACTIVE-P

ACTIVE-P

Private Call Active Alarm.

17013

HOLD

HOLD

Hold Alarm.

17014

MISSEDCALL

MISSEDCALL

Missed Call Alarm.

17016

PRECALLBACK

PRECALLBK

Precallback Alarm.

17018

CALLBACK

CALLBACK

Callback Alarm.

17019

Universal ACD Interface Table B-15 describes activity alarms for the universal (generic) ACD interface to Real-Time Adherence. These alarms apply to any ACD for which there is not a specific Real-Time Adherence interface. Table B-15 universal (Generic) ACD Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

Sign In

SIGNIN

Agent has logged into the ACD.

18001

B-18 | Aspect Confidential

eWorkforce Management

VU-ACD

Table B-15 universal (Generic) ACD Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

Available

AVAIL

Agent is available and ready to take a call.

18003

Unavailable

UNAVAIL

Agent is not available to take a call.

18004

Inbound - line 1

IN1

Agent is on an incoming call on trunk 1.

18005

Inbound - line 2

IN2

Agent is on an incoming call on trunk 2.

18006

Outbound - line 1

OUT1

Agent is on an outbound call on trunk 1.

18007

Outbound - line 2

OUT2

Agent is on an outbound call on trunk 2.

18008

Hold

HOLD

Agent has placed a call on hold (any trunk).

18009

Internal call

INTERNAL

Agent is placing a call within the center.

18010

After Call Work

ACW

Agent is unavailable while performing after call work.

18011

Conference

CONFER

Agent is participating in a conference with two or more calls.

18012

Supervisor

SUPERV

Agent is participating in a conference with the supervisor; may be initiated by the agent or the supervisor.

18013

Working off-line

WRKOFFL

Agent is unavailable while performing non-telephone activities.

18014

User-defined 1

USERDEF1

(You may define up to 50 additional states. These 50 states can be customized during Real-Time Adherence setup to display codes meaningful to the user.)

1801518020

User-defined 7-50

Same as state name defined in the registry.

Set up by the user in the Real-Time Adherence client software.

1802118064

VU-ACD Table B-16 describes activity alarms for VU-ACDs. Table B-16 VU-ACD Activity Alarms ACD State

Default Alarm Code

Description

Alarm Value

BUSYINPRI

INPRI

BusyIn primary Alarm.

15002

BUSYOUTPRI

OUTPRI

BusyOut primary Alarm.

15003

WRAP

WRAP

Wrap Alarm.

15004

Perform User Guide

Aspect Confidential |

B-19

Appendix B: Activity Alarm Values by ACD Type

Table B-16 VU-ACD Activity Alarms (continued) ACD State

Default Alarm Code

Description

Alarm Value

VWRAP

VWRAP

Variable Wrap Alarm.

15005

BUSYTRSFR

TRSFR

Busy Transfer Alarm.

15006

BUSYRECALL

RECALL

Busy Recall Alarm.

15007

AVAILABLE

AVAIL

Available Alarm.

15008

AVAILSEC

AVAILSEC

Available secondary Alarm.

15010

BUSYOUTSEC

OUTSEC

BusyOut secondary Alarm.

15011

BUSYINSEC

INSEC

BusyIn secondary Alarm.

15012

WRAP001-999

WRAPxxx

Wrapxxx Alarm.

1600116999

B-20 | Aspect Confidential

eWorkforce Management

Index A absolute filters, 1-4 ACD group ID filter, using, 3-7 activity alarms, 2-17 Aspect CallCenter ACD, B-1 Aspect Conversations Predictive Dialer, B-2 Aspect Spectrum ACD, B-3 Aspect Unified IP, B-4 Aspect Unison Predictive Dialer, B-5 Avaya CMS, B-6 Avaya CMS (Auxiliary), B-7 Bell Atlantic Genesys ACD, B-8 Intecom ACD, B-9 Nortel Networks Meridian MAX ACD, B-10 Nortel Networks Symposium ACD, B-12 Pegasus ACD, B-17 Siemens ACD, B-17 Teloquent ACD, B-18 universal ACD interface, B-18 VU-ACD, B-19

alarms, 2-15 (continued) NODATA, 2-19 overriding, 2-18 schedule, 1-3, 2-18 setting thresholds for, 2-20 status bar in, 2-13 summary report for, 2-24 thresholds and, 2-15 time windows for, 2-16 windows for, 1-3, 2-13 alarms windows changing title of, 2-14 resizing columns of, 2-15 Aspect CallCenter ACD, activity alarms, B-1 Aspect Conversations Predictive Dialer, activity alarms, B-2 Aspect EnsemblePro. See Aspect Unified IP Aspect Spectrum ACD, activity alarms, B-3 Aspect Unified IP, activity alarms, B-4

activity filter, using, 3-3 to 3-6

Aspect Unison Predictive Dialer, activity alarms, B-5

activity reports, 1-4

automatic updates, 2-2

activity windows, 1-3

availability filter, using, 3-8 to 3-10

Agent Productivity generating reports for, 3-1 online Help for, 1-5 overview, 1-3 reports, 1-4

availability reports, 1-4 Avaya CMS, activity alarms, B-6 Avaya CMS (Auxiliary), activity alarms, B-7

Agent Productiviy, capabilities, 1-4

B

alarm summary reports about, 2-24 creating, 2-25

Bell Atlantic Genesys ACD, activity alarms, B-8

alarm windows, 1-2 creating, 2-13 opening, 2-14 saving, 2-14 alarms, 2-15 activity, 1-3, 2-17 activity values by ACD type, B-1 to B-20 filtering, 2-24 grace periods for, 2-16

Perform User Guide

C calculator codes, defined, 2-18 client, configuration options for, 2-12 client/server connections, 2-1, 2-2 failures, troubleshooting, A-2 copying, of windows, 2-31

Aspect Confidential | Index-1

Index

D

H

data, sorting in windows, 2-15

Help for Agent Productivity, 1-5 for Real-Time Adherence, 1-3

database cleanup, 2-12, 2-24 document path changing, 2-3 setting, 2-2 domain accounts, passwords, 2-3

I Intecom ACD, activity alarms, B-9

E Employee Detail window, 2-21

L

Employee Status window, using, 2-20

local accounts, passwords, 2-4

employees detail window for viewing, 2-21 filtering, 2-23 selecting for a workspace, 2-10 status window for viewing, 2-20

login options at, 2-28 Real-Time Adherence, 2-1 troubleshooting, A-1

exporting, of data, 2-31

F filters about, 3-2 absolute, 1-4 disabling, 2-23 for Agent Productivity reports, 1-4 for alarms, 2-24 for employees, 2-23 for reports, 3-2 relative, 1-4 using, 2-22 fonts, changing, 2-11

login options adding a server after login, 2-30 adding or editing a server, 2-29 changing the automatic update server, 2-30 changing the login server, 2-29 on Login dialog box, 2-28 using, 2-28 Lucent CMS. See Avaya CMS

M messages, No Data, 2-7 monitor window, opening, 2-22

N network. See client/server connections

G

No Data messages, 2-7

generic ACD interface. See universal ACD interface grace periods, 2-16 examples of, 2-16 guide about, Preface-vii audience for, Preface-vii organization of, Preface-vii

NODATA alarms, 2-19 Nortel Networks Meridian MAX ACD, activity alarms, B-10 Nortel Networks Symposium ACD, activity alarms, B-12

O overriding alarms, 2-18 overview Agent Productivity, 1-3 Perform, 1-1

Index-2 |

Aspect Confidential

eWorkforce Management

overview (continued) Real-Time Adherence, 1-1

reports (continued) templates for, 2-27

P

S

passwords changing, 2-3 for domain accounts, 2-3 for local accounts, 2-4

schedule alarms, 2-18

Pegasus ACD, activity alarms, B-17 Perform overview, 1-1 using, 2-1, 3-1 printing, of windows, 2-31

R Real-Time Adherence alarm windows in, 1-3, 2-13 alarms, 2-15 architecture, 1-2 capabilities, 1-1 client automatic updates of, 2-2 configuration options, 2-12 client/server, connections, 2-1, 2-2 connection failures, A-2 logging in, 2-1 login problems, A-1 main window, 2-4 online Help for, 1-3 operating systems supported by, 1-1 overview, 1-1 passwords, 2-3 status bar, 2-6 toolbar, 2-5 troubleshooting, A-1, A-2 workspaces, 2-8 relative filters, 1-4 report filters about, 3-2 ACD group ID, 3-3, 3-7 activity, 3-3 availability, 3-7 using, 3-3, 3-7 report templates, using, 2-27 reports activity, 1-4 alarm summary, 2-24 availability, 1-4

Perform User Guide

schedule windows, 1-3 server, adding at login, 2-29 servers, adding, 2-30 Siemens ACD, activity alarms, B-17 status bar, 2-6 diagram of, 2-6 in alarm windows, 2-13 system time, determining, 2-6

T Teloquent ACD, activity alarms, B-18 text, changing appearance of, 2-11 thresholds, 1-3 alarms, 2-15 time windows, 2-16 examples of, 2-16 toolbars, for Real-Time Adherence, 2-5 troubleshooting, A-1 client/server connection failures, A-2 Real-Time Adherence login problems, A-1

U universal ACD interface, activity alarms, B-18 updates, automatic, 2-2

V Verizon ACD. See Bell Atlantic Genesys ACD VU-ACD, activity alarms, B-19

W workspaces, 1-2, 1-3, 2-8 changing refresh rate in, 2-10 changing window title of, 2-10 creating, 2-9 opening, 2-9 saving, 2-9

Aspect Confidential | Index-3

Index

workspaces, 1-2, 1-3, 2-8 (continued) selecting employees for, 2-10

Index-4 |

Aspect Confidential

eWorkforce Management

Aspect Software Corporate Headquarters 300 Apollo Drive Chelmsford, MA 01824 USA

© 2008 Aspect Software, Inc. All Rights Reserved.

978 250 7512 978 244 7477 fax www.aspect.com

P/N 3205-1142A