user guide exony reports. exony vim - virtual interaction manager this user guide is an overview for...
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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)
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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
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 [email protected]. 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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• Quick Reference Guides • User Guides
• Presentations
• How to Videos
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miami.edu/itsc/howto