1. Exony Reports
User Guide
Estimated Timings: <1 min 1

2. Exony VIM - Virtual Interaction Manager
This user guide is an overview for navigating the browser based Exony VIM tool. It’s intent is to help call center managers and supervisors effectively run, schedule and distribute reports. 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
Report Parameters
Thresholds
Dashboards
Distributing Reports
User Settings
Estimated Timings: 2 – 4 mins 2

3. Accessing Exony VIM Enter your Username and Password Click OK
To access Exony VIM visit the UM site
Enter your assigned User Name and Password and click OK
Enter your Username and Password
Click OK
Estimated Timings: 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

4. Standard Reports – these are shared across all call centers
Report Manager
Your Group Reports
Standard Reports – these are shared across all call centers
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 4

5. Report Manager User Mode Interface: Report Manager is used to:
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.
Report Manager is used to:
Launch reports
Print reports
Set thresholds to highlight specific conditions with colors
Schedule reports
Edit reports
Save report settings (Parameters)
Create linked reports
Delete reports
Note: Existing reports are provided by System Administrators. Custom reports can be requested, and are created and/or modified in Advanced Mode settings.
Users are able to delete reports! If a report is accidentally deleted please contact the system administrator.
Estimated Timings: 2 – 5 mins 5

6. Report Types * Dashboards provide a real-time view of the call center.
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.
Reports can be viewed online or exported.
* Dashboards provide a real-time view of the call center.

7. Exercise: Run 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 7

8. Exercise: Run a Historical-Time Report
Specify a Skillgroup using the pull-down menu
Enter a Start & End date
Click View Report button

9. 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 %
100.00% %
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 :10:21
120:34:22
1000:45:56
Duration: Minutes (M) Minutes expressed same as float
Date (D) MM/DD/YY /01/2006
13/01/2006
27/01/2006
09/12/2006
Time (T) HH:MM:SS. 24 hour clock time :00:01
10:23:56
23:59:59 9

10. 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 (If a report is accidentally deleted please contact the system administrator)
Estimated Timings: 3 – 5 mins
Thresholds
>
Set thresholds to highlight specific conditions with colors
>
Schedule a report to run at a chosen time or interval
Schedule 10

11. 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/ :00:00 To: 12/03/ :59:59)
Yesterday (Data from: 11/03/ :00:00 To: 11/03/ :59:59)
This Week Sunday to Saturday – data so far this week (Data from: 12/03/ :00:00 To: 17/03/ :59:59)
Last week Previous Sunday to Previous Saturday (Data from: 04/03/ :00:00 To: 10/03/ :59:59) 11

12. 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 12

13. 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 13

14. Real-Time Report Toolbar
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 14

15. Linked Reports
Create Link
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.

16. Example: Real-Time Report

17. Exercise: Export a Historical 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 17

18. 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 18

19. 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. 19

20. Set Thresholds
Click on Thresholds

21. Thresholds
Press Add + button for the measure on which to set a threshold
Estimated Timings: < 3 mins
Set the Threshold(s) conditions and formatting 21

22. 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 Color / Background Color
Bold/Italic/Underline
Estimated Timings: 5 – 7 mins 22

23. 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. 23

24. 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.

25. Schedule Report & Distribution
Users can schedule reports to be exported to a file share location or ed 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 25

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

27. 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 27

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

29. Schedule Delivery Select delivery Report Format
Select or Fileshare delivery

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

31. 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

32. 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

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

34. Viewing / Editing Schedules
Click View Existing Schedules
Schedule details
Estimated Timings: 3 – 5 mins
Click on Schedule 34

35. Exercise: Schedule a File Share
Name the report Your Name
Select Report Server File Share as delivery method
Enter your domain credentials
Add your 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 35

36. Exercise: Schedule an Email
Name the report Your Name
Select Report Server as delivery method
Send the Report to
Add your 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 36

37. Please visit our website
miami.edu/itsc/howto
Quick Reference Guides
User Guides
Presentations
How to Videos