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Statistics: Principle and Possibilities
Excel
EXCEL
EXCEL provides complete data on all CCd objects (pilot, PG, agent, code,
trunks…).
EXCEL can display predefined or customized statistic reports.
Reports creation can be done manually or automatically.
A lot of templates are available and are stored under:
C:\Program Files\Alcatel\A4400 Call Center Supervisor\ Excel\Formats
FormPil.xls
FormCod.xls
FormTeam.xls
FormAg.xls…
All parameters of all report types are explained in the help file which is
located in:
C:\Program Files\Alcatel\A4400 Call Center Supervisor\lang \Excel\Doc
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Statistics: Principle and Possibilities
Excel
EXCEL: Template file structure
1 DAY (precision 15 mn)
1 MONTH
Example taken for the pilot object.
pilot 1
PG1/pil1
PG2/pil1
PG5/pil1
allPG/pil1
pilot 1
PG1/pil1
PG2/pil1
PG5/pil1
allPGl/pil1
pilot 1
PG1/pil1
PG2/pil1
PG5/pil1
allPG/pil1
pilot 2
PG1/pil2
PG2/pil2
PG5/pil2
allPG/pil2
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Every table has 32 lines
In another way, for a daily request with a detail of 15 min , it is needed 24*4=96 lines so 3 tables.
This principle is the same for every excel template file
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Statistics: Principle and Possibilities
Excel
EXCEL parameters customization
From CCs: Window / customize…
Maximum number of objects
that can appear in an Excel
form (up to 25).
If this option is not checked,
the user will not have any
access to the CCs Excel
functions.
Password used to protect the
Excel forms.
Check this box to maintain
the anonymity of agents in
Excel forms.
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Statistics: Principle and Possibilities
Excel
EXCEL parameters customization
From CCs: Window / customize…
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"The edition is done even if there is no info in the given period:"
Check this box to carry out the statistic edition even if there is no information for the given period.
"Also display period with no info:"
Check this box to display every period even if it contains no information.
Note: this option is not available for some formats.
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Statistics: Principle and Possibilities
Excel
Remind to edit manual statistic.
Example taken using a pilot.
From CCs interface, Statistics / Excel / Pilot
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Statistics: Principle and Possibilities
Excel
Remind to edit automatic statistic.
Example taken using a pilot for a daily edition (at 3pm).
From CCs interface, Configurations / Precompiled Statistics / Daily edition
Pilot statistic file saved every day at 3pm
under the directory:
C:\Program Files\Alcatel\A4400
Call Center Supervisor\Excel\Daily\Pilotes.
A directory according to the saving day
(e.g.: 20/04/08) will contain the statistic
file(s) (objectname.xls).
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Alcatel-lucent OmniTouch Contact Center
Standard Edition
Customization of Excel Counters
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OBJECTIVES
To know the principle of the statistics
To know how to create an Excel customized template
To locate the files to be modified
To describe the principle of customization
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Customization of Excel Counters
Principle: without customization
Request
E.g.: Pilot
File creation
TEMP.XLS
Results
- structure of empty table
+ data results
Worksheet: general
CCd
CCs
1 3 2
4 5 5
1 4 0
Template file:
(ccs/excel/formats)
formpil.xls for pilots
formteam.xls for PG
etc...
Worksheet: general
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Customization of Excel Counters
Principle: with customization
File TEMP.XLS
1 3 24 5 5
1 3 21 4 0
4 5 51 4 0
1 3 0
1 3 2
4 5 5
Template files:
FormPil.xls for pilots
FormTeam.xls for PG
FormAgt.xls for agent
FormCod.xls for code
Formpgo.xls for PG other
FormSyst.xls for trunks
Worksheet:
general
Worksheet:
custom
Worksheet:
general
Links
Worksheet:
custom
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Customization of Excel Counters
Method
Opening of a template file.
Open the file corresponding to the CCdistribution object under:
\Program Files\Alcatel\ A4400 Call Center Supervisor\ Excel\ Formats
FormPil.xls pilot
FormAgt.xls
agent
FormTeam.xls
processing group
FormpAg.xls
agent per pilot
FormpGT.xls
group per pilot
Formpgo.xls
group type other
FormSyst.xls
trunks
FormCod.xls
transaction code (3digits)
FormCods.xls
detailed transaction code (3digits)
FormPS.xls statistic pilot
FormPePS
pilot and statistic pilot
FormPpPS
pilot per statistic pilot
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Reminder: This work must be done on the template file and not on the result temporary file (Temp.xls).
The only code which is available on CCsupervision statistics is the business code (3 digits max).
CCsupervision menu is a bit confusing because it is written «transaction code» but it is actually a business code.
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Customization of Excel Counters
Method
Opening of a template file (next).
Template file example taken for an object pilot:
FormPil.xls
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Customization of Excel Counters
Method
Create an additional worksheet.
Insert a new worksheet in the template file.
Right click on the tab "General" to insert a new Worksheet.
Rename this new Worksheet (e.g.: custom).
Right click on the tab "Sheet1" to rename it.
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet.
Copy a part (the number of wanted column) of the worksheet "General".
In the following example, we would like to display the total received calls and the
total abandoned calls for a day (granularity: 1 hour).
So, to do that:
Structure spreadsheet building: copy from "General" spreadsheet a structure spreadsheet
from B7 to D43 and paste it in the "custom" worksheet.
- 3 columns (1 for the transition, 1 for the received calls and 1 for abandoned calls),
- more than 24 lines to edit statistics over a day split per hour.
Transitions for the considered
period. In this example, 1 line
represents to 1 hour.
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Linked the value from "General": copy from "General" and paste special to "custom, the
value you would like to retrieve in your customized spreadsheet.
identical value (e.g.: transitions and abandoned calls),
Calculated value using a formula (e.g.: the total received calls).
Identical value copied from "General" to "custom:
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Calculated value using a formula:
Press
to
validate the selection
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Calculated value using a formula:
To copy the formula for the other
cells, select the cell containing the
formula and click on the right
bottom corner of the cell (as shown).
Move the mouse up to the
cell you want to copy the
formula. The cell reference
will be upgraded.
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Helpful functions
=IF(test, result1, result2)
AND(test1, test2,...)
The is result is the number of cells witch contain a number
=COUNTA(range)
Look for a value in a certain column of the table
=COUNT(range)
The result is true if at least one argument is true
=VLOOKUP(searched value, table, column n°)
The result is true only if every argument is true
OR(test1, test2,...)
The result is result1 if the test1 is true else the result is result2
The result is the number of cells witch are not empty
=COUNTIF(range, test)
The result is the number of not empty cells witch check the condition
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Example of syntax:
=IF( OR (B2<0, B2>10), "" , B2)
=VLOOKUP( 3 , A1:D5 , 5) --> Take the value in the column 5 of the table A1:D5 where the 1st column is equal to 3
=COUNT(A1:A6)
=COUNTIF(A1:A7 , >10)
The function VLOOKUP can be interesting to transform the pilot name (ex: (5501)HotLine) ) into ( HotLine ) by using
a table.
Example: =VLOOKUP( «(5501)HotLine» , A1:B6 , 2)
The function COUNT and COUNTA can be useful for average calculation
average = SUM / COUNT(A1:A7)
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Modify the column title in the "custom" spreadsheet: select the cell containing the column
title and modify the contain.
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Copy from "General" the title of the worksheet:
copy and paste the cells A1, G1, G2 from "General" to "custom"
Copy and paste special the cells A2, A3, N1, N2
Example for the cell "A2" which will contain the object name requested for the
statistic report:
From "General" worksheet:
To "custom" worksheet:
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Cell A1 contains the worksheet title (e.g.: Pilot Activity).
Cell A2 contains the object name selected for the statistic request (e.g.:Pilot: 3X600 (31600)).
Cell A3 contains the period on which the statistics report has been done (e.g.:From 0:00 to 24:00, the 23 of April 2006).
Cell G1 contains "Number of tables" and cell N1 the number of table(s).
Cell G2 contains "Number of pilot informed" and cell N2 the number of pilot(s).
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Customization of Excel Counters
Method
Insert a graphic.
The following example proposes to display the total received calls and the
abandoned calls on 2 different columns.
Select the worksheet "custom" and in the menu: Insert/ chart
The data range
concerned to build
the graphic.
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Customization of Excel Counters
Method
Insert a graphic (next).
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Customization of Excel Counters
Method
Result of the creation.
In the CCs interface, Statistics/ Excel/ Pilot
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Customization of Excel Counters
Caution
How many spreadsheet do you need to add in you customized worksheet?
The need:
Statistic report on a pilot object.
The customization will display the total received calls and the total abandoned
calls.
A report has to be edited every day.
The granularity has to be ½ hour.
Could you take the previous customization?
NO!, because only 1 table form has been created, so with the granularity of
½ an hour, you will retrieve only the transition from 0:00 to 16:00.
Which modification do you have to do?
You have to create, in "custom", a second table form linked to the value
contained in the "General" second table form.
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Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Excel Macro
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OBJECTIVES
To understand the principle of Excel macro and to detect when it’s needed
To know how to create a simple macro
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Excel Macro
Definition
Program written in VBA:
Visual Basic for Application.
Enable to automate some repetitive tasks
in Office applications (Excel, Word, Access...).
Can be used for CCs Statistics.
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When using an office application, its often happens to repeat the same boring tasks manually.
The solution is therefore to automate these tasks by programming in Visual Basic for Application.
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Excel Macro
Examples
Get the right object name in a report or in a graphic
Instead of the name «Pilot : AFinfos(5501)»,
we could get «AFinfos»
Mix some counters from different template files
PG counters and Agent counters in a same file
in case of 1 agent per PG
Calculate the right averages
according to the number of days in a month
Replace business codes by their real meaning
Get a file which contains a sum up of the year
For every launch of statistic pilot,
the macro could retrieve some data from the created file
to insert them in a specific file called summary
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Excel Macro
Principle
Macro using principle:
Define the need.
Example : Replace the business code by the real meaning
Create an Excel Macro in the template file.
Validate the Excel macro execution in the CCs statistics request.
Verify the correct execution in the generated excel file.
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Excel Macro
Define the need
Define the need.
Example : automated replacement of business code by real meaning
"FormCods.xls" template is concerned by this customization.
CALABASAS
LONDON
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Excel Macro
Define the need
Define the need (next).
The ACDMacro has to open the file macro.xls,
look for the real meaning of the code 002
then replace the code 002 by «LONDON»
in the customized sheet.
FormCods.xls
(customized sheet)
"codes" sheet
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Excel Macro
Create an Excel Macro
Create an Excel Macro in the template file.
Open "FormCods.xls".
C:\Program Files\Alcatel\A4400 Alcatel-Lucent Contact Center Supervisor\
Excel\Formats\FormCods.xls
Create a customized sheet (e.g. custom).
Copy and paste the "General" sheet in the "custom" sheet.
Create an other sheet for the correspondence between code and real
meaning.
Name this new sheet "codes",for example, and create the following table form:
Use the VB editor (Excel 2000) and insert a module to write the macro.
Tools\ Macro\ Visual Basic Editor
Insert/ Modules
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Excel Macro
Create an Excel Macro
Create an Excel Macro in the template file (next).
write a macro as follows:
Function
Main program
Sub ACDMacro()
' Macro CCS : ACDMacro
Dim
Dim
Dim
Dim
InitialValue As String
NewVal As String
Index As Integer
i As Integer
Function SearchCode(Code As String) As String
' Function to research the equivalent code
Dim MaxItem As Integer
Dim FilePath As String
Dim result As String
MaxItem = 7
' Number of lines to take into account
Sheets("codes").Select ' Data sheet activation
result = Code
For i = 0 To 4
Index = 4 + 4 * i
Sheets("custom").Select
InitialValue = Cells(6, Index)
NewVal = SearchCode(InitialValue)
Sheets(“custom").Select
Cells(6, Index) = NewVal
Next
End Sub
For i = 3 To MaxItem
If (Code = ("Code" + " " + Cells(i, 1))) Then
result = Cells(i, 2)
Else
End If
SearchCode = result
Next
End Function
Don't forget to save the template
file (in this example: FormCods.xls).
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The aim is not to explain VB language but to understand the principle that is to say:
- the macro begins with Sub ACDMacro()
- and finishes with End Sub
The ACDMacro can call another macro (procedure).
Therefore, the system is not limited to ONE macro in case of CCs statistics .
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Excel Macro
Validate the macro execution
Validate the Excel macro execution in the CCs statistics request and start the
statistic request.
Check the option "Run Macro (ACDMacro)".
Using the CCs interface, Statistics/ Excel/ Detailed transaction codes
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Before starting the statistic request, you need have some tickets stored in usr4/afe including business code.
So, if the business code management for, at least, one pilot is not already done, you have to do it.
Remind about this management (e.g.: pilot 3x600):
Applications/ CCD/ Pilot
Pilot number: 3x600
Transaction Code Dialing
Transaction code Dialing Timer:
100
N°. of Transac. Code Dialing Digits: 3
Business Code:
True
The result of this management will be:
When an agent hangs up a CCd conversation, before being in automatic wrap up, during 10 seconds, he will be
able to enter a business code according to the received calls.
E.g.: for a received call from London, the agent will enter the code 002.
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Excel Macro
CCs statistic report
Verify the correct execution in the generated Excel file
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Alcatel-Lucent OTCC Standard Edition
Statistics customization
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to customize statistics
MANAGEMENT
1.
Create a customized worksheet "custom", for the pilot object, to display in the report:
-
total number of received calls
-
total number of abandoned calls
-
average waiting duration of served calls
-
efficiency
This customized template will be used for one pilot and for a manual request (the
granularity must be 1 hour from 09:00 to 17:00).
1°) Open the Excel file regarding the pilot object:
Start/ Programs/ Accessories/ Windows Explorer
C:\Program Files\ Alcatel\ A4400 Call Center Supervisor\Excel\ Formats
FormPil.xls
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HOS. 1
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Statistics customization
2°) Select the tab "General" and right click to create a new worksheet:
3°) Right click on the tab "Sheet1" to rename it "custom":
4°) Copy from "General" to "custom" the structure of the spreadsheet:
You need 4 columns to edit the statistics data and the transition column (to split the
hour in a day). So you have to copy a table form including 5 columns from "General".
You have in the custom worksheet, the structure of the table form.
HOS. 2
Ref. CCD01026S03TEUS.doc
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Statistics customization
Now, you have to realize the link, for the statistics data, from the "General" spreadsheet
to the "custom" spreadsheet.
4°) Copy from "General" and paste with link to "custom" the statistics data:
You have to calculate the total number of received calls. This total is equal to the
sum of total received calls in open state, general forwarding state and blocked
state.
Select in "custom" the location of this total (C:8) and type in the formula bar "=".
Then select in "General" the cells C:8 to E:8, and press return to validate your
selection.
You have now in "custom", in the cell C:8 the formula =General!C8:E8. That is done
for 1 cell, you have now to copy this formula for all the other cells (from C:9 to
C:43). To do that, select the cell C:8, move the mouse at the right bottom of the
corner.
You are in this situation:
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HOS. 3
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Statistics customization
Now, click and move the cross at the end of the table form. The formula is copied
for all the cells
For "the total number of abandoned calls" and for the transition, you have just to
copy and to paste with link the data from "General" to "custom" because the
counter already exists.
For "average waiting duration of served calls" and "efficiency", same procedure
that previously, also the counter already exists. Nevertheless, you have to modify
the format cell:
Right click on the cell and select "Format Cells…":
-
For "average waiting duration of served calls", choose Custom and select
the type: [=0]?;[<4,16666667][hh]:mm
-
For "efficiency", choose custom and select the type: [<0]"";0% (if the cell
is lower than 0, displayed nothing, otherwise if the cell equal 0 displayed
0%.
5°) Modify the title of the column to correspond to the statistics data included:
Select the cell and modify the name.
6°) Copy and paste with link the cells A2 and A3:
The cell A:2 contains the pilot name and pilot number selected for the request.
The cell A:3 contains the period on which the statistics are displayed.
7°) To edit a report for Monday (first day of the course) from 9:00 to 17h00 for the pilot
31600, you have to use the CCs interface:
In the CCs, Statistics/ Excel/ Pilot
HOS. 4
Ref. CCD01026S03TEUS.doc
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Statistics customization
The result of the report could be:
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HOS. 5
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Statistics customization
2.
Using the previous customization, add a graphic with the following data:
-
total number of received calls
-
total number of abandoned calls
This chart is located on the same sheet with the chart title equal to "PILOT GRAPHIC".
1°) Insert the graphic in the same sheet:
Insert/ Chart…
HOS. 6
Ref. CCD01026S03TEUS.doc
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Statistics customization
The graphic, that you have realized, is displayed on the same sheet of the
customized pilot spreadsheet.
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HOS. 7
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Statistics customization
2°) To edit a report for Monday (first day of the course) from 9:00 to 17h00 for the pilot
31600, you have to use the CCs interface:
In the CCs, Statistics/ Excel/ Pilot
The report edited could like shown below:
HOS. 8
Ref. CCD01026S03TEUS.doc
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Issue 03
Excel
EXCEL
EXCEL provides complete data on all CCd objects (pilot, PG, agent, code,
trunks…).
EXCEL can display predefined or customized statistic reports.
Reports creation can be done manually or automatically.
A lot of templates are available and are stored under:
C:\Program Files\Alcatel\A4400 Call Center Supervisor\ Excel\Formats
FormPil.xls
FormCod.xls
FormTeam.xls
FormAg.xls…
All parameters of all report types are explained in the help file which is
located in:
C:\Program Files\Alcatel\A4400 Call Center Supervisor\lang \Excel\Doc
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Statistics: Principle and Possibilities
Excel
EXCEL: Template file structure
1 DAY (precision 15 mn)
1 MONTH
Example taken for the pilot object.
pilot 1
PG1/pil1
PG2/pil1
PG5/pil1
allPG/pil1
pilot 1
PG1/pil1
PG2/pil1
PG5/pil1
allPGl/pil1
pilot 1
PG1/pil1
PG2/pil1
PG5/pil1
allPG/pil1
pilot 2
PG1/pil2
PG2/pil2
PG5/pil2
allPG/pil2
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Every table has 32 lines
In another way, for a daily request with a detail of 15 min , it is needed 24*4=96 lines so 3 tables.
This principle is the same for every excel template file
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Statistics: Principle and Possibilities
Excel
EXCEL parameters customization
From CCs: Window / customize…
Maximum number of objects
that can appear in an Excel
form (up to 25).
If this option is not checked,
the user will not have any
access to the CCs Excel
functions.
Password used to protect the
Excel forms.
Check this box to maintain
the anonymity of agents in
Excel forms.
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Statistics: Principle and Possibilities
Excel
EXCEL parameters customization
From CCs: Window / customize…
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25
"The edition is done even if there is no info in the given period:"
Check this box to carry out the statistic edition even if there is no information for the given period.
"Also display period with no info:"
Check this box to display every period even if it contains no information.
Note: this option is not available for some formats.
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Statistics: Principle and Possibilities
Excel
Remind to edit manual statistic.
Example taken using a pilot.
From CCs interface, Statistics / Excel / Pilot
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Statistics: Principle and Possibilities
Excel
Remind to edit automatic statistic.
Example taken using a pilot for a daily edition (at 3pm).
From CCs interface, Configurations / Precompiled Statistics / Daily edition
Pilot statistic file saved every day at 3pm
under the directory:
C:\Program Files\Alcatel\A4400
Call Center Supervisor\Excel\Daily\Pilotes.
A directory according to the saving day
(e.g.: 20/04/08) will contain the statistic
file(s) (objectname.xls).
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Alcatel-lucent OmniTouch Contact Center
Standard Edition
Customization of Excel Counters
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1
OBJECTIVES
To know the principle of the statistics
To know how to create an Excel customized template
To locate the files to be modified
To describe the principle of customization
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Customization of Excel Counters
Principle: without customization
Request
E.g.: Pilot
File creation
TEMP.XLS
Results
- structure of empty table
+ data results
Worksheet: general
CCd
CCs
1 3 2
4 5 5
1 4 0
Template file:
(ccs/excel/formats)
formpil.xls for pilots
formteam.xls for PG
etc...
Worksheet: general
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Customization of Excel Counters
Principle: with customization
File TEMP.XLS
1 3 24 5 5
1 3 21 4 0
4 5 51 4 0
1 3 0
1 3 2
4 5 5
Template files:
FormPil.xls for pilots
FormTeam.xls for PG
FormAgt.xls for agent
FormCod.xls for code
Formpgo.xls for PG other
FormSyst.xls for trunks
Worksheet:
general
Worksheet:
custom
Worksheet:
general
Links
Worksheet:
custom
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Customization of Excel Counters
Method
Opening of a template file.
Open the file corresponding to the CCdistribution object under:
\Program Files\Alcatel\ A4400 Call Center Supervisor\ Excel\ Formats
FormPil.xls pilot
FormAgt.xls
agent
FormTeam.xls
processing group
FormpAg.xls
agent per pilot
FormpGT.xls
group per pilot
Formpgo.xls
group type other
FormSyst.xls
trunks
FormCod.xls
transaction code (3digits)
FormCods.xls
detailed transaction code (3digits)
FormPS.xls statistic pilot
FormPePS
pilot and statistic pilot
FormPpPS
pilot per statistic pilot
All Rights Reserved © 2006, Alcatel-Lucent
Reminder: This work must be done on the template file and not on the result temporary file (Temp.xls).
The only code which is available on CCsupervision statistics is the business code (3 digits max).
CCsupervision menu is a bit confusing because it is written «transaction code» but it is actually a business code.
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Customization of Excel Counters
Method
Opening of a template file (next).
Template file example taken for an object pilot:
FormPil.xls
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Customization of Excel Counters
Method
Create an additional worksheet.
Insert a new worksheet in the template file.
Right click on the tab "General" to insert a new Worksheet.
Rename this new Worksheet (e.g.: custom).
Right click on the tab "Sheet1" to rename it.
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet.
Copy a part (the number of wanted column) of the worksheet "General".
In the following example, we would like to display the total received calls and the
total abandoned calls for a day (granularity: 1 hour).
So, to do that:
Structure spreadsheet building: copy from "General" spreadsheet a structure spreadsheet
from B7 to D43 and paste it in the "custom" worksheet.
- 3 columns (1 for the transition, 1 for the received calls and 1 for abandoned calls),
- more than 24 lines to edit statistics over a day split per hour.
Transitions for the considered
period. In this example, 1 line
represents to 1 hour.
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Linked the value from "General": copy from "General" and paste special to "custom, the
value you would like to retrieve in your customized spreadsheet.
identical value (e.g.: transitions and abandoned calls),
Calculated value using a formula (e.g.: the total received calls).
Identical value copied from "General" to "custom:
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Calculated value using a formula:
Press
to
validate the selection
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Calculated value using a formula:
To copy the formula for the other
cells, select the cell containing the
formula and click on the right
bottom corner of the cell (as shown).
Move the mouse up to the
cell you want to copy the
formula. The cell reference
will be upgraded.
All Rights Reserved © 2006, Alcatel-Lucent
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Helpful functions
=IF(test, result1, result2)
AND(test1, test2,...)
The is result is the number of cells witch contain a number
=COUNTA(range)
Look for a value in a certain column of the table
=COUNT(range)
The result is true if at least one argument is true
=VLOOKUP(searched value, table, column n°)
The result is true only if every argument is true
OR(test1, test2,...)
The result is result1 if the test1 is true else the result is result2
The result is the number of cells witch are not empty
=COUNTIF(range, test)
The result is the number of not empty cells witch check the condition
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Example of syntax:
=IF( OR (B2<0, B2>10), "" , B2)
=VLOOKUP( 3 , A1:D5 , 5) --> Take the value in the column 5 of the table A1:D5 where the 1st column is equal to 3
=COUNT(A1:A6)
=COUNTIF(A1:A7 , >10)
The function VLOOKUP can be interesting to transform the pilot name (ex: (5501)HotLine) ) into ( HotLine ) by using
a table.
Example: =VLOOKUP( «(5501)HotLine» , A1:B6 , 2)
The function COUNT and COUNTA can be useful for average calculation
average = SUM / COUNT(A1:A7)
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Modify the column title in the "custom" spreadsheet: select the cell containing the column
title and modify the contain.
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Customization of Excel Counters
Method
Create of spreadsheet on the new worksheet (next).
Copy from "General" the title of the worksheet:
copy and paste the cells A1, G1, G2 from "General" to "custom"
Copy and paste special the cells A2, A3, N1, N2
Example for the cell "A2" which will contain the object name requested for the
statistic report:
From "General" worksheet:
To "custom" worksheet:
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Cell A1 contains the worksheet title (e.g.: Pilot Activity).
Cell A2 contains the object name selected for the statistic request (e.g.:Pilot: 3X600 (31600)).
Cell A3 contains the period on which the statistics report has been done (e.g.:From 0:00 to 24:00, the 23 of April 2006).
Cell G1 contains "Number of tables" and cell N1 the number of table(s).
Cell G2 contains "Number of pilot informed" and cell N2 the number of pilot(s).
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Customization of Excel Counters
Method
Insert a graphic.
The following example proposes to display the total received calls and the
abandoned calls on 2 different columns.
Select the worksheet "custom" and in the menu: Insert/ chart
The data range
concerned to build
the graphic.
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Customization of Excel Counters
Method
Insert a graphic (next).
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Customization of Excel Counters
Method
Result of the creation.
In the CCs interface, Statistics/ Excel/ Pilot
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Customization of Excel Counters
Caution
How many spreadsheet do you need to add in you customized worksheet?
The need:
Statistic report on a pilot object.
The customization will display the total received calls and the total abandoned
calls.
A report has to be edited every day.
The granularity has to be ½ hour.
Could you take the previous customization?
NO!, because only 1 table form has been created, so with the granularity of
½ an hour, you will retrieve only the transition from 0:00 to 16:00.
Which modification do you have to do?
You have to create, in "custom", a second table form linked to the value
contained in the "General" second table form.
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Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Excel Macro
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVES
To understand the principle of Excel macro and to detect when it’s needed
To know how to create a simple macro
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Excel Macro
Ref. CCD01026P04TEUS
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Excel Macro
Definition
Program written in VBA:
Visual Basic for Application.
Enable to automate some repetitive tasks
in Office applications (Excel, Word, Access...).
Can be used for CCs Statistics.
All Rights Reserved © 2006, Alcatel-Lucent
When using an office application, its often happens to repeat the same boring tasks manually.
The solution is therefore to automate these tasks by programming in Visual Basic for Application.
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Excel Macro
Examples
Get the right object name in a report or in a graphic
Instead of the name «Pilot : AFinfos(5501)»,
we could get «AFinfos»
Mix some counters from different template files
PG counters and Agent counters in a same file
in case of 1 agent per PG
Calculate the right averages
according to the number of days in a month
Replace business codes by their real meaning
Get a file which contains a sum up of the year
For every launch of statistic pilot,
the macro could retrieve some data from the created file
to insert them in a specific file called summary
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Excel Macro
Principle
Macro using principle:
Define the need.
Example : Replace the business code by the real meaning
Create an Excel Macro in the template file.
Validate the Excel macro execution in the CCs statistics request.
Verify the correct execution in the generated excel file.
All Rights Reserved © 2006, Alcatel-Lucent
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Excel Macro
Define the need
Define the need.
Example : automated replacement of business code by real meaning
"FormCods.xls" template is concerned by this customization.
CALABASAS
LONDON
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Excel Macro
Define the need
Define the need (next).
The ACDMacro has to open the file macro.xls,
look for the real meaning of the code 002
then replace the code 002 by «LONDON»
in the customized sheet.
FormCods.xls
(customized sheet)
"codes" sheet
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Excel Macro
Create an Excel Macro
Create an Excel Macro in the template file.
Open "FormCods.xls".
C:\Program Files\Alcatel\A4400 Alcatel-Lucent Contact Center Supervisor\
Excel\Formats\FormCods.xls
Create a customized sheet (e.g. custom).
Copy and paste the "General" sheet in the "custom" sheet.
Create an other sheet for the correspondence between code and real
meaning.
Name this new sheet "codes",for example, and create the following table form:
Use the VB editor (Excel 2000) and insert a module to write the macro.
Tools\ Macro\ Visual Basic Editor
Insert/ Modules
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Excel Macro
Create an Excel Macro
Create an Excel Macro in the template file (next).
write a macro as follows:
Function
Main program
Sub ACDMacro()
' Macro CCS : ACDMacro
Dim
Dim
Dim
Dim
InitialValue As String
NewVal As String
Index As Integer
i As Integer
Function SearchCode(Code As String) As String
' Function to research the equivalent code
Dim MaxItem As Integer
Dim FilePath As String
Dim result As String
MaxItem = 7
' Number of lines to take into account
Sheets("codes").Select ' Data sheet activation
result = Code
For i = 0 To 4
Index = 4 + 4 * i
Sheets("custom").Select
InitialValue = Cells(6, Index)
NewVal = SearchCode(InitialValue)
Sheets(“custom").Select
Cells(6, Index) = NewVal
Next
End Sub
For i = 3 To MaxItem
If (Code = ("Code" + " " + Cells(i, 1))) Then
result = Cells(i, 2)
Else
End If
SearchCode = result
Next
End Function
Don't forget to save the template
file (in this example: FormCods.xls).
All Rights Reserved © 2006, Alcatel-Lucent
The aim is not to explain VB language but to understand the principle that is to say:
- the macro begins with Sub ACDMacro()
- and finishes with End Sub
The ACDMacro can call another macro (procedure).
Therefore, the system is not limited to ONE macro in case of CCs statistics .
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Excel Macro
Validate the macro execution
Validate the Excel macro execution in the CCs statistics request and start the
statistic request.
Check the option "Run Macro (ACDMacro)".
Using the CCs interface, Statistics/ Excel/ Detailed transaction codes
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9
Before starting the statistic request, you need have some tickets stored in usr4/afe including business code.
So, if the business code management for, at least, one pilot is not already done, you have to do it.
Remind about this management (e.g.: pilot 3x600):
Applications/ CCD/ Pilot
Pilot number: 3x600
Transaction Code Dialing
Transaction code Dialing Timer:
100
N°. of Transac. Code Dialing Digits: 3
Business Code:
True
The result of this management will be:
When an agent hangs up a CCd conversation, before being in automatic wrap up, during 10 seconds, he will be
able to enter a business code according to the received calls.
E.g.: for a received call from London, the agent will enter the code 002.
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Excel Macro
CCs statistic report
Verify the correct execution in the generated Excel file
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Alcatel-Lucent OTCC Standard Edition
Statistics customization
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to customize statistics
MANAGEMENT
1.
Create a customized worksheet "custom", for the pilot object, to display in the report:
-
total number of received calls
-
total number of abandoned calls
-
average waiting duration of served calls
-
efficiency
This customized template will be used for one pilot and for a manual request (the
granularity must be 1 hour from 09:00 to 17:00).
1°) Open the Excel file regarding the pilot object:
Start/ Programs/ Accessories/ Windows Explorer
C:\Program Files\ Alcatel\ A4400 Call Center Supervisor\Excel\ Formats
FormPil.xls
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HOS. 1
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Statistics customization
2°) Select the tab "General" and right click to create a new worksheet:
3°) Right click on the tab "Sheet1" to rename it "custom":
4°) Copy from "General" to "custom" the structure of the spreadsheet:
You need 4 columns to edit the statistics data and the transition column (to split the
hour in a day). So you have to copy a table form including 5 columns from "General".
You have in the custom worksheet, the structure of the table form.
HOS. 2
Ref. CCD01026S03TEUS.doc
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Statistics customization
Now, you have to realize the link, for the statistics data, from the "General" spreadsheet
to the "custom" spreadsheet.
4°) Copy from "General" and paste with link to "custom" the statistics data:
You have to calculate the total number of received calls. This total is equal to the
sum of total received calls in open state, general forwarding state and blocked
state.
Select in "custom" the location of this total (C:8) and type in the formula bar "=".
Then select in "General" the cells C:8 to E:8, and press return to validate your
selection.
You have now in "custom", in the cell C:8 the formula =General!C8:E8. That is done
for 1 cell, you have now to copy this formula for all the other cells (from C:9 to
C:43). To do that, select the cell C:8, move the mouse at the right bottom of the
corner.
You are in this situation:
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HOS. 3
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Statistics customization
Now, click and move the cross at the end of the table form. The formula is copied
for all the cells
For "the total number of abandoned calls" and for the transition, you have just to
copy and to paste with link the data from "General" to "custom" because the
counter already exists.
For "average waiting duration of served calls" and "efficiency", same procedure
that previously, also the counter already exists. Nevertheless, you have to modify
the format cell:
Right click on the cell and select "Format Cells…":
-
For "average waiting duration of served calls", choose Custom and select
the type: [=0]?;[<4,16666667][hh]:mm
-
For "efficiency", choose custom and select the type: [<0]"";0% (if the cell
is lower than 0, displayed nothing, otherwise if the cell equal 0 displayed
0%.
5°) Modify the title of the column to correspond to the statistics data included:
Select the cell and modify the name.
6°) Copy and paste with link the cells A2 and A3:
The cell A:2 contains the pilot name and pilot number selected for the request.
The cell A:3 contains the period on which the statistics are displayed.
7°) To edit a report for Monday (first day of the course) from 9:00 to 17h00 for the pilot
31600, you have to use the CCs interface:
In the CCs, Statistics/ Excel/ Pilot
HOS. 4
Ref. CCD01026S03TEUS.doc
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Statistics customization
The result of the report could be:
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HOS. 5
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Statistics customization
2.
Using the previous customization, add a graphic with the following data:
-
total number of received calls
-
total number of abandoned calls
This chart is located on the same sheet with the chart title equal to "PILOT GRAPHIC".
1°) Insert the graphic in the same sheet:
Insert/ Chart…
HOS. 6
Ref. CCD01026S03TEUS.doc
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Statistics customization
The graphic, that you have realized, is displayed on the same sheet of the
customized pilot spreadsheet.
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Ref. CCD01026S03TEUS.doc
HOS. 7
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Statistics customization
2°) To edit a report for Monday (first day of the course) from 9:00 to 17h00 for the pilot
31600, you have to use the CCs interface:
In the CCs, Statistics/ Excel/ Pilot
The report edited could like shown below:
HOS. 8
Ref. CCD01026S03TEUS.doc
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