Virtual Interaction Manager Exony VIM Reports Virtual Interaction Manager Report Building Estimated Timings: <1 min 1

Overview & Table of Contents This guide is an overview of Exony VIM and it’s report functionality. Reports contain Real-Time (RT) or Historical-Time (HT) data. There are standard reports and the ability to build reports from scratch. Exony also provides a Dashboard to monitor Real-Time information which is automatically refreshed on the screen. Table of Contents Accessing Exony VIM Homepage Report Manager Viewing Reports Parameter Sets Thresholds Distributing Reports User Settings Estimated Timings: 2 – 4 mins 2

Accessing Exony VIM Enter your Username and Password Click OK To access Exony VIM visit the UM site https://callreporting.tel.miami.edu/Portal/default.aspx Enter your assigned User Name and Password and click OK Enter your Username and Password Click OK Estimated Timings: 3 - 5 mins Explain Access – advise we’ll be using the factory build (pre-production) Next, the entry screen provides a warning about unauthorised access. Click AGREE. Click agree to continue 3

Standard Reports – these are shared across all call centers Report Manager Basic Mode Interface: Report Manager is the home page used to launch and manage reports. The home page has reports for your group and the Standard Reports, known as Symposium_Style_Reports. Your Group Reports Estimated Timings: < 3 mins Trainers Notes: Ensure users are aware not to use browser back button… just like E-Banking, security requires navigation within the online application. Home folder > Sub of Shared Standard Reports – these are shared across all call centers 4

Report Manager Basic Report Manager access is used to: Launch reports Print reports Set thresholds to highlight specific conditions with colors Schedule reports Edit reports Save reports Create report links Manage report parameters Delete reports Users are able to delete reports! If a report is accidentally deleted please contact the system administrator. Estimated Timings: 2 – 5 mins 5

Report Manager There are two types of reports created in Exony: Historical-Time Reports (HT) - Reports that track call center and agent performance over a period of time - half hour, hour, date, month, year. These are statistics of what happened in the past. HT Reports can be used to evaluate call center, agent and skillgroup performance, identify peak periods, etc. Real-Time Reports (RT) – Reports which contain “real-time” data that is automatically updated. Exony can refresh data from 15 to 60 seconds, depending on what the user selects. RT Reports can be used to view call center, agent and skillgroup states - including current hold times, how long agents are in Ready or Not Ready, etc. Note - Reports can be viewed online or exported.

Report Manager There are two types of reports created in Exony:

Report Manager Sample text:

Report Manager Sample text:

Report Manager Sample text:

Report Manager Sample text:

Report Manager Sample text:

Report Manager Sample text:

Report Manager Sample text:

Report Manager Sample text:

Report Manager Sample text:

Report Manager Sample text:

Report Manager Sample text:

Report Manager Sample text:

Report Manager Sample text:

TRY IT - Running a Historical-Time Report To run a HT report: Select a report. In this example click on the report name Agent_by_Skill_Group_-_Daily Estimated Timings: < 2 mins Click here 21

TRY IT - Running a Historical-Time Report Specify a Skillgroup using the pull-down menu Enter a Start & End date Click View Report button

Viewing a Report Menu Bar Parameter Bar Report Tool Bar Report Data The View Report screen is divided into 4 sections which will be reviewed in detail Menu Bar Parameter Bar Report Tool Bar Report Data Estimated Timings: 8 – 10 mins Field Type (Abbrev.) Format Examples Integer (I) Whole number. No decimal places. No comma separators. 1 10 1000 Float (F) Floating point (real) number, two decimal places. 1 Percentage (%) Floating point (real) number 2 decimal places. 1.00% 100.00% 1000.00% Duration: Hours Minutes, Hours will increment as hours and will not roll 00:01:00 Seconds(H) HH:MM:SS. over into days when > 24 hours 00:10:21 120:34:22 1000:45:56 Duration: Minutes (M) Minutes expressed same as float. 1 Date (D) MM/DD/YY 01/01/2006 13/01/2006 27/01/2006 09/12/2006 Time (T) HH:MM:SS. 24 hour clock time. 00:00:01 10:23:56 23:59:59 23

Menu Bar > Edit report details Save changes to this report (use to save changes to reports in your user’s folder – start with applied changes in place) Save > Create Link > Create a link to this report (saves a modified report in the user’s folder) Delete > Delete this report Estimated Timings: 3 – 5 mins Thresholds > Set thresholds to highlight specific conditions with colours > Schedule a report to run at a chosen time or interval Schedule 24

Report Parameters Bar Using the Parameter bar you can: Select a Parameter Set. In this example Skillgroups Enter ‘From’ and ‘To’ dates for historical reports Change ‘Sort On’ measure Change ‘Sort Order’ Estimated Timings: 1 – 3 mins Add ‘Header Text’ to a report Select to ‘Show Only Exceptions’ of existing thresholds Select to show ‘Raw Data’ on historic reports 25

Parameter Sets Parameter Sets are a collection of dimension items you can report on: For example: Agents SkillGroups Call Types There are a number of pre-configured Parameter sets within Exony VIM. Within the Parameters bar you can choose how you want to sort the report data. Select the measure you want to Sort On Estimated Timings: < 5 mins Select the Sort Order – Ascending or Descending 26

Real Time Parameter Bar When running a Real Time Report the Parameter Bar is slightly different. Run RT Report XXXXXXXXXXXXXXXXXXXXXXX Choose Parameter Set - in this example Call Type Show Only Exceptions Sort On - Select the measure you want to Sort On Sort Order - Ascending or Descending Add Header Text Estimated Timings: 7 – 10 mins When working with relevant dates: (examples assume a current date of 12/03/2007): Today (Data from: 12/03/2007 00:00:00 To: 12/03/2007 23:59:59) Yesterday (Data from: 11/03/2007 00:00:00 To: 11/03/2007 23:59:59) This Week Sunday to Saturday – data so far this week (Data from: 12/03/2007 00:00:00 To: 17/03/2007 23:59:59) Last week Previous Sunday to Previous Saturday (Data from: 04/03/2007 00:00:00 To: 10/03/2007 23:59:59) 27

Report Toolbar Real Time and Historical Reports have buttons to: Real-Time Reports has an adjustable slider that you can set to refresh the data automatically from 15 to 60 seconds. Real Time and Historical Reports have buttons to: Refresh Pause Print Export to CSV, Excel or PDF file Maximize screen Estimated Timings: < 3 mins 28

Exercise: Saving a Report There are 2 options when saving a report. Save Save changes to this report (use to save changes to reports in your users folder – start with applied changes in place). > Create Link Create a link to this report (saves a modified report in the users folder). > Exercise 1 (Historical Link): Perform a Create Link on your current report. Select the \Training folder Create Link report name HISTORIC Call Type your initials Run the report Exercise 2 (Real-Time Save): Select parameter set and date ranges Perform a Save Run the report Estimated Timings: < 10 mins including exercise 29

Linked Reports You cannot make changes to the report template on a linked report. If changes are made to the ‘master’ report, these changes will be reflected in any reports linked to it. If the ‘master’ report is deleted all linked reports will also be deleted.

Dashboard The Dashboard is a real-time view of the call center queues. The data displayed is configured by the system administrator. The Dashboard is used to view call center, agent and skillgroup states - including current hold times, how long agents are in Ready or Not Ready, etc.

Exercise: Export a Historic Report Click on the Export drop down Estimated Timings: < 10 mins including exercise Users can Export the current displayed Report. Select the desired format by choosing from the drop down list. Exercise: Export your current report as a CSV … Excel … PDF 32

Exercise: Export a Real-time Report Users can Export the current displayed Report. Select the desired format by choosing the CSV, Excel or PDF icon. Click on the Export format you require Estimated Timings: < 10 mins including exercise Exercise: Export your current report as a CSV … Excel … PDF 33

Thresholds Thresholds Thresholds allow a user to change the formatting of a cell when a certain condition is met. e.g. Calls Answered >10 There is no relationship between different Thresholds. Estimated Timings: < 5 mins When selected the ‘Show Only Exceptions’ option only shows report rows that meet the threshold condition(s). Use the Thresholds link on the Menu bar to access Thresholds. 34

Thresholds Press Add + button for the measure on which to set a threshold Estimated Timings: < 3 mins Set the Threshold(s) conditions and formatting 35

Thresholds Condition types: Threshold value(s) Equal (=) Not Equal (<>) Between Less Than (<) Greater Than (>) Less Than or Equal to (<=) Greater Than or Equal to (=>) Threshold value(s) % values should be expressed as decimal value between 0 an 1, e.g. 25% would be entered as 0.25 duration values should be expressed in seconds - so 1½ minutes should be entered as 90 etc. Formatting for threshold exceptions Font Colour / Background Colour Bold/Italic/Underline Estimated Timings: 5 – 7 mins 36

Exercise: Change Thresholds Check measure Calls Answered Set condition to > (greater than or equal to) Set value as 20 Set format to Text white Text Bold Background Blue Check measure Calls Handled In Set condition to > Set value as 10 minutes Text Red Background White Click Save Run report Select Show Exceptions Only Estimated Timings: < 10 mins Ask delegates to access report ‘View Call Analysis Report’ in Shared to perform this task. Select From This Year to Today an run the report. 37

Schedule Report & Distribution Users can schedule reports to be exported to a file share location or emailed at a specific time or regular interval, e.g. on the first of the month for the previous month. The schedule page is accessible from the Report Menu Bar on the Report Viewing Page Estimated Timings: < 5 mins Reports can also be distributed in a variety of formats This is configured through the Schedule page 38

Schedule Report Time/Frequency Enter schedule Name and Description Click drop down for schedule time / frequency Select frequency

Schedule Report Time/Frequency Click to select range on chosen frequency Select time Estimated Timings: 3 – 5 mins Enter End Date if appropriate Click Update 40

Select Time Periods (Historic) Schedule Parameters Select Parameter Set Select Time Periods (Historic) Select Sort Options Select options

Schedule Delivery Select delivery Report Format Select Email or Fileshare delivery

Email Delivery Enter To: Email address(s) Click + icon to add /save Email addresses Click magnifying glass icon to select Email addresses

Email Delivery Click on Cc/Bcc to add CC: and Bcc: Email addresses Select Subject and Priority options Confirmation shown under report menu bar Click Save

File Share Delivery Enter file share Path Click + icon to add /save Network File Share locations Click magnifying glass icon to select Network File Share saves

File Share Delivery Add Windows Username and Password Select file Write Mode Confirmation shown under report menu bar Click Save

Viewing / Editing Schedules Click View Existing Schedules Schedule details Estimated Timings: 3 – 5 mins Click on Schedule 47

Exercise: Schedule a File Share Name the report Your Name Select Report Server File Share as delivery method Enter your domain credentials Add your email as the sender address. Choose to include the report, and select Excel as the file type. Set the schedule to run weekly on a Friday Set the report Parameters for This Week Click Save Now access the list of schedules and delete it. Estimated Timings: < 10 mins 48

Exercise: Schedule an Email Name the report Your Name Select Report Server Email as delivery method Send the Report to dave.adye@exony.com Add your email as the sender address. Choose to include the report, and select Excel as the file type. Set the schedule to run weekly on a Friday Set the report Parameters for This Week Click Save Now access the list of schedules and delete it. Estimated Timings: < 10 mins 49

User Settings Under User Settings you can change your password Estimated Timings: < 5 mins Explain the user settings one field at a time > they’re in detail on the next page… Pay special attention to: Advanced Mode Users Home Folder Default Tool 50