user guide exony reports. exony vim - virtual interaction manager this user guide is an overview for...

User GuideUser Guide

Exony ReportsExony Reports

Exony VIM - Virtual Interaction ManagerThis 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.

• Accessing Exony VIM• Homepage• Report Manager• Viewing Reports• Report Parameters• Thresholds• Dashboards• Distributing Reports• User Settings

Table of Contents

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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

Click agree to

continue

Next, the entry screen provides a warning about unauthorised access. Click AGREE.

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Report Manager

Standard Reports –

these are shared across all call centers

Your Group Reports

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Report Manager

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 reportsNote: Existing reports are provided by System Administrators. Custom reports can be requested, and are created and/or

modified in Advanced Mode settings.

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.

Users are able to delete reports!If a report is accidentally deleted please contactthe system administrator.

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Report TypesThere 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.

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To run a HT report: •Select a report. In this example click on the report name Agent_by_Skill_Group_-_Daily

Click here

Exercise: Run a Historical-Time Report

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• Specify a Skillgroup using the pull-down menu• Enter a Start & End date • Click View Report button

Exercise: Run a Historical-Time Report

Viewing a Report

Report Data

Report Tool Bar

Parameter Bar

Menu Bar

The View Report screen is divided into 4 sections which will be reviewed in detail

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Menu Bar

Create Link

Delete

Thresholds

Schedule

Edit

Save

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)

>

>

>

>

>

>

Create a link to this report (saves a modified report in the user’s folder)

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

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Real Time Parameter Bar

• 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

Run RT Report XXXXXXXXXXXXXXXXXXXXXXX

When running a Real Time Report the Parameter Bar is slightly different.

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Parameter SetsParameter 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

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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

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Real-Time Report Toolbar

Real Time and Historical Reports have buttons to:

Refresh

Pause

Print

Export to CSV, Excel or PDF file

Maximize screen

Real-Time Reports has an adjustable slider that you can set to refresh the data automatically from

15 to 60 seconds.

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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.

Create Link

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Example: Real-Time Report

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Exercise: Export a Historical Report

• 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

Click on the Export drop down

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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.

Exercise: Export your current report as a CSV … Excel … PDF

Click on the Export format

you require

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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.

Use the Thresholds link on the Menu bar to access Thresholds.When selected the ‘Show Only Exceptions’ option only shows report rows that meet the threshold condition(s).

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Click on ThresholdsSet Thresholds

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Thresholds

Press Add + button for the measure on which to set a

threshold

Set the Threshold(s) conditions and formatting

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Condition types:• Equal (=)• Not Equal (<>)• Between• Less Than (<)• Greater Than (>)• Less Than or Equal to (<=)• Greater Than or Equal to (=>)

Thresholds

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

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Exercise: Change Thresholds1. Check measure Calls Answered2. Set condition to > (greater than or

equal to)3. Set value as 204. Set format to

• Text white• Text Bold• Background Blue

5. Check measure Calls Handled In6. Set condition to >7. Set value as 10 minutes8. Set format to

• Text Red• Text Bold• Background White

9. Click Save10.Run report11.Select Show Exceptions Only

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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.

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• Reports can also be distributed in a variety of formats

• This is configured through the Schedule page

Schedule Report & DistributionUsers 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

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Schedule Report Time/FrequencyEnter schedule Name and

Description

Click drop down for schedule time / frequency

Select frequency

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Schedule Report Time/Frequency

Click to select range on chosen frequency

Select time

Enter End Date if appropriate

Click Update

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Schedule ParametersSelect Parameter Set

Select Time Periods (Historic)

Select optionsSelect Sort

Options

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Schedule Delivery

Select delivery Report Format

Select Email or Fileshare delivery

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Email Delivery

Click + icon to add /save Email

addresses

Click magnifying glass icon to select Email addresses

Enter To: Email address(s)

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Email DeliveryClick on Cc/Bcc to add CC: and

Bcc: Email addresses

Select Subject and Priority options

Click Save Confirmation shown under report menu bar

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File Share DeliveryEnter file share Path

Click + icon to add /save Network File Share locations

Click magnifying glass icon to

select Network File Share saves

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File Share Delivery

Confirmation shown under report menu bar

Add Windows Username and Password

Select file Write Mode

Click Save

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Viewing / Editing Schedules

Click View Existing Schedules

Click on Schedule

Schedule details

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Exercise: Schedule a File Share1. Name the report Your Name2. Select Report Server File Share as delivery

method3. Enter your domain credentials4. 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 Friday7. Set the report Parameters for This Week8. Click Save

• Now access the list of schedules and delete it.

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Exercise: Schedule an Email1. Name the report Your Name2. Select Report Server Email as delivery

method3. Send the Report to dave.adye@exony.com4. 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 Friday7. Set the report Parameters for This Week8. Click Save

• Now access the list of schedules and delete it.

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