Transcript Exony_Reports_User_Guide

Exony Reports
User Guide
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
2
Accessing Exony VIM
•
•
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
Next, the entry screen provides a warning about unauthorised access. Click AGREE.
Click agree to
continue
3
Report Manager
Your Group Reports
Standard Reports –
these are shared across all call centers
4
Report Manager
User 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.
Report Manager is used to:
–
–
–
–
–
–
–
–
Launch reports
Print reports
Set thresholds to highlight specific conditions with colors
Schedule reports
Edit reports
Users are able to delete reports!
Save report settings (Parameters)
If a report is accidentally deleted please
contact
Create linked reports
the system administrator.
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.
5
Report Types
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.
6
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
Click here
7
Exercise: Run a Historical-Time Report
• Specify a Skillgroup using the pull-down menu
• Enter a Start & End date
• Click View Report button
Page 8
Viewing a Report
The View Report screen is divided into 4 sections which will be reviewed in detail
Menu Bar
Parameter Bar
Report Tool Bar
Report Data
9
Menu Bar
Edit
>
Edit report details
Save
>
Save changes to this report (use to save changes to reports in
your user’s folder – start with applied changes in place)
Create Link
>
Create a link to this report (saves a modified report in the user’s
folder)
Delete
Thresholds
Schedule
> Delete this report (If a report is accidentally deleted please
contact the system administrator)
> Set thresholds to highlight specific conditions with colors
> Schedule a report to run at a chosen time or interval
10
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
11
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
Select the Sort Order – Ascending or
Descending
12
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’
•
•
•
Add ‘Header Text’ to a report
Select to ‘Show Only Exceptions’ of
existing thresholds
Select to show ‘Raw Data’ on historic
reports
13
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
14
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.
15
Example: Real-Time Report
16
Exercise: Export a Historical Report
Click on the Export drop
down
• 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
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
Exercise: Export your current report as a CSV … Excel … PDF
18
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.
When selected the ‘Show
option
only
UseOnly
theExceptions’
Thresholds
link
onshows
the Menu
report rows that meet the threshold condition(s).
bar to access Thresholds.
19
Click on Thresholds
Set Thresholds
20
Thresholds
Press Add + button for the measure on which
to set a threshold
Set the Threshold(s) conditions and
formatting
21
Thresholds
Condition types:
•
•
•
•
•
•
•
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
22
Exercise: Change Thresholds
1.
2.
3.
4.
Check measure Calls Answered
Set condition to > (greater than or equal to)
Set value as 20
Set format to
•
•
•
5.
6.
7.
8.
Text white
Text Bold
Background Blue
Check measure Calls Handled In
Set condition to >
Set value as 10 minutes
Set format to
•
•
•
Text Red
Text Bold
Background White
9. Click Save
10. Run report
11. Select Show Exceptions Only
23
Dashboard
The Dashboard is a realtime 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.
24
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
• Reports can also be distributed in a variety of formats
• This is configured through the Schedule page
25
Schedule Report Time/Frequency
Enter schedule Name and
Description
Click drop down for
schedule time / frequency
Select frequency
26
Schedule Report Time/Frequency
Click to select range on
chosen frequency
Select time
Enter End Date if
appropriate
Click Update
27
Schedule Parameters
Select Parameter Set
Select Time
Periods
(Historic)
Select Sort
Options
Select options
28
Schedule Delivery
Select delivery Report
Format
Select Email or Fileshare
delivery
29
Email Delivery
Enter To: Email
address(s)
Click + icon to
add /save Email
addresses
Click magnifying
glass icon to
select Email
addresses
30
Email Delivery
Click on Cc/Bcc to add CC: and
Bcc: Email addresses
Select Subject and
Priority options
Click Save
Confirmation shown
under report menu bar
31
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
32
File Share Delivery
Add Windows Username
and Password
Select file Write
Mode
Click Save
Confirmation shown
under report menu bar
33
Viewing / Editing Schedules
Click View Existing
Schedules
Schedule details
Click on Schedule
34
Exercise: Schedule a File Share
1. Name the report Your Name
2. Select Report Server File Share as delivery
method
3. Enter your domain credentials
4. Add your email as the sender address.
5. Choose to include the report, and select
Excel as the file type.
6. Set the schedule to run weekly on a Friday
7. Set the report Parameters for This Week
8. Click Save
•
Now access the list of schedules and delete
it.
35
Exercise: Schedule an Email
1. Name the report Your Name
2. Select Report Server Email as delivery
method
3. Send the Report to [email protected]
4. Add your email as the sender address.
5. Choose to include the report, and select
Excel as the file type.
6. Set the schedule to run weekly on a Friday
7. Set the report Parameters for This Week
8. Click Save
•
Now access the list of schedules and delete
it.
36
Please visit our website
miami.edu/itsc/howto
• Quick Reference Guides
• User Guides
• Presentations
• How to Videos
37