Call Center Reports Customization Guide

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Call Center Reports Customization Guide

Release 17.0

Document Version 1

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BroadWorks

®

Guide

Copyright Notice

Any technical documentation that is made available by BroadSoft, Inc. is proprietary and confidential and is considered the copyrighted work of BroadSoft, Inc.

This publication is for distribution under BroadSoft non-disclosure agreement only. No part of this publication may be duplicated without the express written permission of BroadSoft, Inc. 9737 Washingtonian Boulevard, Gaithersburg, MD 20878.

BroadSoft reserves the right to make changes without prior notice.

Trademarks

BroadWorks® and BroadWorks Assistant–Enterprise™, BroadWorks Call Center™, BroadWorks Communicator™, BroadWorks Receptionist™, and BroadWorks Deployment Studio™ are trademarks of BroadSoft, Inc.

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Document Revision History

Release Version Reason for Change Date Author

17.0 1 Created document. April 27, 2011 Goska Auerbach

17.0 1 Updated document with comments from

review.

May 18, 2011 Goska Auerbach

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Table of Figures

Figure 1 Functional View of Report Generation ... 3

Figure 2 Report Template ... 5

Figure 3 Default Branding Template – Report Header ... 7

Figure 4 Default Branding Template – Report Footer ... 7

Figure 5 Oracle BI Publisher Download Page ... 8

Figure 6 Custom Template Creation Process ... 8

Figure 7 Agent Activity Report Style Template – First Page ... 11

Figure 8 Agent Activity Report Style Template – Third Page ... 11

Figure 9 BI Publisher Properties Dialog Box – XSL-FO Code for Title Table ... 12

Figure 10 Style Template Header Information ... 12

Figure 11 Style Template Footer Information ... 12

Figure 12 BI Publisher Properties Dialog Box – Advanced Tab ... 13

Figure 13 BI Publisher Properties Dialog Box – Properties Tab ... 13

Figure 14 Form Fields Tags ... 13

Figure 15 Code for the numCols Tag ... 14

Figure 16 Code for Beginning of a When Loop ... 14

Figure 17 Code for End of a When Loop ... 14

Figure 18 Field Browser Button ... 15

Figure 19 Field Browser with Fragment of Code for Agent Table ... 15

Figure 20 Viewing Chart Information ... 16

Figure 21 Size Dialog Box – Chart XSL Code ... 16

Figure 22 Unpacked Style Template ... 20

Figure 23 Style Template Directory Structure with Branding Template ... 21

Figure 24 BI Publisher Add-in ... 21

Figure 25 Select XML Data Dialog Box ... 22

Figure 26 Exporting Style Template as XSL-FO Style Sheet ... 23

Figure 27 BI Publisher Report Viewer ... 24

Figure 28 System – Report Template Add Page ... 25

Figure 29 Call Center Activity Table for Call Centers ... 29

Figure 30 BI Publisher Properties Dialog Box – Properties Tab ... 30

Figure 31 BI Publisher Properties Dialog Box – Advanced Tab ... 30

Figure 32 Field Browser Displaying numCols Data Field ... 31

Figure 33 Title of Column Being Added – Data Field Code ... 31

Figure 34 Borders and Shading Dialog Box ... 32

Figure 35 Call Center Activity Table for Call Centers (Fragment) with Green Title Row ... 32

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1 Summary of Changes

This section describes the changes to this document for each release and document version.

1.1 Changes for Release 17.0, Document Version 1

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2 About This Document

This guide describes the process of creating custom Call Center reports on BroadWorks Release 17.sp2 as part of the Enhanced Call Center Reporting feature.

2.1 Audience

This document is intended as a resource for carrier personnel who customize Call Center reports and provide information to their customers who want to customize Call Center reports.

2.2 Additional Resources

For more information, see the following documents:

For information on managing system-level report templates on BroadWorks, see the

BroadWorks Application Server System Provider Web Interface Administration Guide.

For information on managing enterprise-level report templates, see the BroadWorks

Application Server Enterprise Web Interface Administration Guide.

For information on managing group-level report templates on BroadWorks, see the

BroadWorks Application Server Group Web Interface Administration Guide – Part 2.

For information about the Call Center Enhanced Reporting solution, see the

BroadWorks Call Center Solution Guide.

For information about the canned Call Center report templates available on

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3 Overview

BroadWorks Enhanced Call Center Reporting solution allows system providers and authorized company (enterprise or group) personnel to create custom report templates and make them available for report generation in addition to the canned report templates available from BroadWorks.

Custom report templates can be defined at the system, enterprise, and group levels and can be enabled or disabled on an individual basis. An enabled system-level report template is available to administrators, Call Center supervisors, and where applicable, agents in the system, while an enabled company-level report template is available to administrators, Call Center supervisors, and where applicable, agents within the company.

3.1 Enhanced Reporting

Enhanced Reporting allows users to run reports or schedule reports to be run in the future.

Figure 1 provides an overview of report generation and introduces the terminology that is

used throughout this document.

Figure 1 Functional View of Report Generation

When requesting a report, the user selects a report template and provides a set of input parameters.

The reporting engine uses the report template, input parameters, and branding template to retrieve required data from the reporting database and generate the report.

The report template defines the layout and contents of the report.

The input parameters determine the scope of data retrieved from the database. The branding template defines the layout and contents of the report’s header and

footer.

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3.2 Report Types

Reports can be of one of two types: Agent or Call Center.

An Agent report includes statistics related to one or more agents.

A Call Center report includes statistics related to one or more call centers, or one or more Dialed Number Identification Services (DNISs) for a given call center.

In addition, reports can be real-time or historical and they can be interval-based or not interval-based.

A real-time report includes statistics for a period that has a start date and time, but no end date and time.

A historical report includes statistics for a specified time period in the past. An interval-based report includes interval statistics.

Report templates follow the same categorization and determine the types of reports that they can generate.

The template type determines the type of reports that they can generate.

Agent report templates are used to generate Agent reports and Call Center report templates are used to generate Call Center reports.

Real-time report templates can be used to generate real-time and historical reports, whereas historical report templates can only be used to generate historical reports. Interval-based report templates are used to generate interval-based reports.

3.3 Report Template

A report template is an entity defined on BroadWorks that ties together the elements of the report, such as a data template and a style template. It also fine-tunes the content of the reports generated using that template by specifying some filtering of data retrieved from the database and/or input parameters that the user must provide.

The data template used in the report template drives the content of the report and generates an eXtensible Markup Language (XML) data source, as illustrated in Figure 1. Data templates are described in section 3.4 Data Template and the XML data source is described in section 3.5 XML Data Source.

The style template used in the report template specifies the layout of the report. The style template is described in section 3.6 Style Template.

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Figure 2 Report Template

3.4 Data Template

The data template selected for a report template drives the data that can be included in the report and generates the XML data source. It specifies which counters and statistics are available when creating a report template.

For example, the Call Center Call Details data template generates an XML data source that contains the details of call center calls, so the report template may be designed to include call details of calls for one or more call centers for a given time period. Another example is the Call Center Interval Statistics data template, which provides summary statistics organized by interval.

A data template also determines which (if any) performance parameters may be used in the report template. When performance parameters are used, the corresponding performance counters are available for report generation. Performance parameters available in each data template are specified in section 7.4 Data Templates.

Some data templates also include filters that can be used to further refine the set of data to use when generating reports. A filter consists of a parameterized clause that applies when retrieving data from the database. For example, filter number 1 of the Agent Interval Statistics data template is defined as “Longest ACD Call ≥ x”. This selects an agent’s statistics in an interval if the agent’s longest completed automatic call distribution (ACD) call in that interval is greater than the specified threshold “x”. This filter has one parameter: “x”.

Data templates may have several filters but only one filter can be used in any given report template. The values to assign to the filter are specified in the report template.

Filters available in each data template are described in section 7.4 Data Templates. The BroadWorks Enhanced Reporting solution provides a set of data templates that can be used for creating custom report templates. For information on the available data templates, see section 7.4 Data Templates.

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3.5 XML Data Source

An XML data source contains report data extracted from the reporting database. Each time a report is run, an XML data source is generated based on the data template and the input parameters provided by the user (if applicable).

A sample XML data source is required when designing and testing style templates with Oracle tools. Sample XML data sources for the existing data templates are available from Xchange. For information, see section 4.1 Template Data Available from BroadSoft.

3.6 Style Template

A style template defines the layout of the report and to some extent its content. It specifies which data counters from the data template are included in the report, which aggregation functions are used, and how the information is presented on the page.

Style templates can be customized using the Oracle Business Intelligence (BI) Publisher Add-in for Microsoft Word. For more information about the Oracle tools, see section 3.8 Oracle Tools.

Style templates are saved in two formats:

The Rich Text Format (RTF) file that is maintained by the template designer and used only to modify the style template

The eXtensible Style-sheet Language Formatting Objects (XSL-FO) format that is uploaded to BroadWorks and used in the report template

More precisely, the XSL-FO file is bundled together with other eXtensible Stylesheet Language (XSL) files that contain common style template definitions and are uploaded to BroadWorks as a ZIP file.

The common files contain information used by many style templates, for example, the definition of the title table displayed at the top of each report, chart formatting

information (such as axis format and color scheme), calculation formulas, time display formatting, translation of the agent or call center ID into their/its name, and so on. Style templates for the canned report templates are available from Xchange, in both RTF and zipped XLS-FO formats. For information, see section 4.1 Template Data Available from BroadSoft.

3.7 Branding Template

The branding template defines the layout and contents of a report’s header and footer. A default branding template is defined at the system level and is installed on BroadWorks at installation.

The branding template can be customized at the system level and at the individual company level. For information, see the BroadWorks Call Center Solution Guide. Reports generated in the Hypertext Markup Language (HTML) and Excel File Format (XLS) formats are single-page reports. The header and footer appear once in the generated report. Reports generated in the Portable Document Format (PDF) consist of multiple pages. In these cases, the same header and footer are repeated on every page.

NOTE: For proper interworking with the branding template, the style template must be designed

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Figure 3 shows the default report header, as defined in the default branding template.

Figure 3 Default Branding Template – Report Header

Figure 4 shows the default report footer, as defined in the default branding template.

Figure 4 Default Branding Template – Report Footer

The default branding template is available from Xchange. For information, see section 4.1 Template Data Available from BroadSoft.

3.8 Oracle Tools

The following tools are required to customize report templates:

Template Builder – Oracle Business Intelligence Publisher Add-in for Microsoft Word

(also called Template Builder) is an authoring tool that allows you to use native formatting features of Microsoft Word to design and validate the layout of your reports. It creates style templates in RTF, which can then be exported as an XSL-FO file and used on BroadWorks. (The Template Builder cannot use XSL-FO files as input.) During design time, data fields and other markup information are added to the RTF template using BI Publisher's simplified tags for XSL expressions. These tags associate the XML report data to the report layout. For more information, see Appendix B: BI Publisher Simplified Syntax and XSL Equivalents. BI Publisher also supports the use of pure XSL elements in the template.

Template Viewer – The Oracle BI Publisher Template Viewer is a tool you can use to

preview the results of style template customization.

NOTE: The Template Viewer does not display the actual HH:MM:SS data for charts so this part

cannot be tested until the report template is created on BroadWorks.

The Oracle Business Intelligence (BI) Publisher Add-in for Microsoft Word is referred to as Template Builder and the Oracle BI Publisher Template Viewer is referred to as Template Viewer in the remainder of this document.

Both tools are packaged together under Oracle BI Publisher Desktop and can be downloaded from the Oracle website at:

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Figure 5 Oracle BI Publisher Download Page

3.9 Report Template Creation Process

This section provides an overview of the process of creating a custom report template and making it available on BroadWorks for generating and scheduling reports. For detailed procedures, see section 5 Step-by-Step Procedures.

At the high level, the process consists of the following steps: Step 1 – Select Data Template

Step 2 – Design Style Template

Step 3 – Define Report Template on BroadWorks

The following figure illustrates the process.

Figure 6 Custom Template Creation Process

If you need help, BroadSoft Professional Services is available to assist you in creating custom report templates. This is done outside of the regular BroadWorks release process.

3.9.1 Step 1 – Select Data Template

The first step in creating a custom report template consists of identifying the data requirements for the report and selecting the appropriate data template.

You may also do this by looking at the existing reports templates, deciding which one most closely resembles the template you want to create, and then verifying which data template it uses.

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For information about the data template used by each canned report, see section 7.3 Canned Reports Templates. For a detailed description of the existing data templates, see section 7.4 Data Templates.

3.9.2 Step 2 – Design Style Template

The second step in building a custom report template consists of designing the report layout. You do this by creating a style template or by modifying an existing style template (in RTF format) using the Oracle Template Builder. It is assumed in this document that you will create a custom style template by modifying an existing one.

When designing the report layout, you associate report data with the elements of the layout. The Template Builder uses a sample XML data file that corresponds to the selected data template for information about report data.

NOTE: Do not define the header and footer of the report in the style template. The branding

template is used for this. In particular, the style template document must not have a different header and footer for the first page or different headers or footers for odd and even pages. Otherwise, the interworking with the branding template does not work properly.

You save the style template as an RTF file, which you keep. You export the template as an XSL-FO document to be uploaded to BroadWorks and included in the report template you are creating, as shown in the next step.

You can test your design using the Oracle Template Viewer.

3.9.3 Step 3 – Define Report Template on BroadWorks

The third step in creating a custom report template consists of defining the report template on BroadWorks and making it available for on-demand and scheduled report requests. The following table describes the attributes you set when defining a report template. These attributes may be subsequently modified, unless stated otherwise.

Attribute Description

Name and Description

This is the name and description of the report. This is used as a reference to the report template.

Data Template This allows you to select a data template. The data template selection cannot be modified.

Style Template This allows you to download the style template you created for the report. The style template may be modified by uploading a new file.

Enabled This is used to make the template available for report generation.

Scope This applies only to agent report templates. It allows you to specify whether

the template should be available to Call Center agents or only to supervisors. The template is always available to administrators at the appropriate level. Interval Scope This attribute determines whether the report template is a real-time or

historical report template.

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Attribute Description

Filtering Variables The filtering variables further refine the set of data used when generating reports. The filtering variables depend on the selected data template. For each data template, 0 or more filters are defined, which in turn, can require up to 5 filtering values.

For example, filter number 2 in the Call Center Call Details data template is defined as “Wait Time in Queue ≥ x”. It has one filtering variable, namely “x”, which specifies a time threshold in seconds.

Only one filter can be selected for a given report template. You can also decide not to use a filter even if filters are available.

Input Parameters The attributes in this section determine whether performance parameters are required for the report template.

The type and number of performance parameters depends on the data template. For each applicable performance parameter, you must specify whether the parameter is required.

If a parameter is required, the user is prompted to enter a value for it when requesting a report.

If the parameter is not required, it is not used in the report. The performance parameters are not modifiable.

Once the report template is defined and enabled, it can be used to generate reports.

3.10 Use Template Builder with BroadWorks Templates

This section provides some general rules about using Template Builder with BroadWorks style templates. For more information about the Template Builder, refer to the Template Builder documentation.

A BroadWorks style template includes a title table, a header and a footer, display text, data fields, form fields, tables, charts, and non-structural elements such as plain text, or text and table formatting. These elements are described in the following subsections. The code behind the elements is a mix of the simplified BI Publisher syntax and XSL.

NOTE: BroadWorks style templates are very complex structures. Make sure that you

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The following figure shows the first and third page of the Agent Activity report style template.

Figure 7 Agent Activity Report Style Template – First Page

Figure 8 Agent Activity Report Style Template – Third Page

3.10.1 Title Table

The title table is defined in the common style template that is included in all reports and cannot be changed in the style template for a specific report template.

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Figure 9 BI Publisher Properties Dialog Box – XSL-FO Code for Title Table

The dialog box in Figure 8 includes the following text:

<?call-template@lines:bsir:createAgentTitleTable?>

The “bsir” part of this text is the prefix to the XML namespace that defines BroadWorks specific customizations.

3.10.2 Header and Footer

Each page of a style template includes a header and a footer area.

Figure 10 Style Template Header Information

Figure 11 Style Template Footer Information

Do not format the header or the footer of the style template. This is done using the branding template. The “bsir” part references a sub-template in the branding template.

3.10.3 Data Fields

Data fields are placeholders for data and must be tied to a data element in the data template. The data related to data fields is actually in the XML file. This is highlighted in grey in the data template.

To change a single data field, double click on the field. A BI Publisher Properties dialog box appears, allowing you to view and modify the data field.

All data fields allow you to modify the code associated with the field. This is done in the

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Figure 12 BI Publisher Properties Dialog Box – Advanced Tab

In addition, some data fields allow you to modify the data element associated with the data field by selecting a new element from the list. This depends on the type of data element associated with the data field.

If applicable, you can also apply an aggregation function to the data, such as sum or average, and change the text that is displayed in the field in the style template.

Figure 13 BI Publisher Properties Dialog Box – Properties Tab

After you make changes, always use the Advanced tab to verify the result.

3.10.4 Form Fields

Form fields are used to design structural elements such as loops, conditions, function calls, and so on. They are represented by a tag highlighted in grey in the RTF document. When the tag is clicked, the corresponding code is displayed in a dialog window.

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Figure 14 shows tags for three form fields. The code associated with the “numCols” tag is

displayed in Figure 15. It represents the number of columns in the Call Center Activity table.

Figure 15 Code for the numCols Tag

Form fields for structural elements such as loops have the beginning and corresponding end form fields. For example, the “w” tag in Figure 14 represents the beginning of a when loop, which has a corresponding end, as illustrated in the following figures.

Figure 16 Code for Beginning of a When Loop

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To view the entire loop, use the Field Browser, which allows you to see the code for a selected area of the style template.

To view the code for a specific element or area, select the element/area and click the

Field Browser button. To view the code for the entire template, click the Field Browser

button without selecting anything.

Figure 18 Field Browser Button

3.10.5 Tables

BroadWorks style templates include definitions of tables. Tables are complex structures that cannot be viewed by editing a single data field. To view the code for a table, use the

Field Browser. The following figure shows the code for the Agent Activity table.

Figure 19 Field Browser with Fragment of Code for Agent Table

The numCols data field specifies the number of columns in the table and needs to be modified if the number of columns in the table is changed.

NOTE: The width of columns in a table should not be changed.

3.10.6 Charts

BroadWorks style templates also include definitions of charts. A chart is represented by a dummy image and related code.

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Figure 20 Viewing Chart Information

The Size dialog box for the chart appears. The Alternative Text box on the Alt Text tab displays the code for the chart and can be modified there.

NOTE: Only pure XML is allowed in the code for charts and the first line must be “chart:”.

Figure 21 Size Dialog Box – Chart XSL Code

3.10.7 Non-structural Elements

Non-structural elements, such as display text, text, and table formatting can be modified using standard Word functionality.

Charts are an exception. Their presentation elements, such as the color scheme and axis formatting, are defined in a common style template and cannot be changed in an

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4 Prerequisites

To customize a report template you need to:

Be familiar with the existing BroadWorks templates Have working knowledge of XSL

Have some understanding of how the Oracle Template Builder works Have the Oracle tools installed on your computer

Have administrative access to BroadWorks at the appropriate level (system, enterprise, or service provider group)

You also need the following data:

Sample XML data files that correspond to the data templates you want to use Style templates in RTF and zipped XSL-FO format that you modify to create custom

style templates A branding template

For exact file names and location where the files are available, refer to the next section.

4.1 Template Data Available from BroadSoft

All the files you need to customize report templates are available from Xchange. The files are available in the Rel_17.sp2_CallCenterReports.zip.

This includes: XML Data Files Style Template Files

Branding Template File

4.1.1 XML Data Files

The following table lists the XML data files available in the

Rel_17.sp2_CallCenterReports.zip and specifies the data template used to generate each

file.

XML Data File Name Corresponding Data Template

agentCallDetailStatistics.xml Agent Call Details

agentIntervalDispositionCodeStatistics.xml Agent Disposition Codes

agentIntervalStatistics.xml Agent Interval Statistics agentIntervalUnavailableCodeStatistics.xml Agent Unavailable Codes agentSignInSignOutStatistics.xml Agent Sign in Sign Out

callCenterIntervalStatistics.xml or dnisIntervalStatistics.xml

Call Center Interval Statistics

callCenterCallDetailStatistics.xml or dnisCallDetailStatistics.xml

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XML Data File Name Corresponding Data Template

callCenterIntervalDispositionCodeStatistics.xml or dnisIntervalDispositionCodeStatistics.xml

Call Center Disposition Codes

callCenterIntervalOverflowMatrixStatistics.xml Call Center Overflow Matrix

4.1.2 Style Template Files

The following table lists the style template files available in the

Rel_17.sp2_CallCenterReports.zip and specifies the XML data file that must be used with

each style template during customization. Style Template in Zipped

XSL-FO Format

Style Template in RTF Format XML Data Source File to Use with the Style Template callCenterAbandonedCallStyleTemplate.zip CallCenterAbandonedCallStyleTemplate.rtf callCenterIntervalStatistics.xml

agentActivityStyleTemplate.zip AgentActivityStyleTemplate.rtf agentIntervalStatistics.xml

agentCallDetailStyleTemplate.zip AgentCallDetailStyleTemplate.rtf agentCallDetailStatistics.xml

agentCallStyleTemplate.zip AgentCallStyleTemplate.rtf agentIntervalStatistics.xml

agentDispositionCodeStyleTemplate.zip AgentDispositionCodeStyleTemplate.rtf agentIntervalDispositionCodeStatistics.x ml

agentCallDurationStyleTemplate.zip AgentDurationReport.rtf agentIntervalStatistics.xml

agentSignInSignOutStyleTemplate.zip AgentSignInSignOutReportTemplate.rtf agentSignInSignOutStatistics.xml

agentSummaryStyleTemplate.zip AgentSummaryReport.rtf agentIntervalStatistics.xml

agentUnavailableCodeStyleTemplate.zip AgentUnavailableCodeReportTemplate.rtf agentIntervalUnavailableCodeStatistics. xml

callCenterCallDetailStyleTemplate.zip CallCenterCallDetailReport.rtf callCenterCallDetailStatistics.xml

callCenterDispositionStyleTemplate.zip CallCenterDispositionCodeReport.rtf callCenterIntervalDispositionCodeStatist ics.xml

callCenterIncomingCallsStyleTemplate.zip CallCenterIncomingCallsReport.rtf callCenterIntervalStatistics.xml

callCenterOverflowMatrixStyleTemplate.zip CallCenterOverflowMatrixReport.rtf callCenterIntervalOverflowMatrixStatisti cs.xml

callCenterPresentedCallsStyleTemplate.zip CallCenterPresentedCallsReport.rtf callCenterIntervalStatistics.xml

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Style Template in Zipped Style Template in RTF Format XSL-FO Format

XML Data Source File to Use with the Style Template callCenterSummaryStyleTemplate.zip CallCenterSummaryReport.rtf callCenterIntervalStatistics.xml

callCenterServiceLevelStyleTemplate.zip CallCenterServiceLevelReport.rtf callCenterIntervalStatistics.xml

4.1.3 Branding Template Files

BroadSoft makes the default branding template used in Call Center reports available on Xchange. The XSL-FO file (branding.xsl) and the corresponding RTF file

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5 Step-by-Step Procedures

This section provides the following step-by-step procedures for creating custom reports: Select Data Template

Design Style Template Define Report Template

These procedures show how to create a custom template by modifying an existing template. It is assumed that you have already downloaded and installed the Oracle tools. For information about the required Oracle tools, see section 3.8 Oracle Tools.

5.1 Select Data Template

1) Decide which data template you want to use for your custom template. This is an important step, since it determines which statistical data can be included in the reports. For information about the available data templates, see section 7.4 Data Templates.

2) From the report templates that use the selected data template, select the template that most closely resembles the template you want to create and determine which style template it uses. You use this template as the basis for creating the custom style template. For a description of the canned templates available from BroadWorks, see the BroadWorks Call Center Reports Guide. For information about the data and style template used in each canned report template, see section 7.3 Canned Reports Templates.

5.2 Design Style Template

To design a style template, first locate and install all the necessary information. Then design the template using the Template Builder, test the template, and finally save/export the template in required formats.

NOTE: It is recommended and assumed here that you do not build the style template from

scratch, but modify an existing style template.

5.2.1 Prepare Your Environment

1) From Xchange, download the sample XML data file that corresponds to the selected data template and the zip file that contains the style template.

2) On your computer, create a folder that you use to customize the template.

3) Unpack the zip file into the newly created folder. This creates a directory structure similar to the one displayed in the following figure. The structure varies slightly depending on the template. For Call Center data templates, the top folder is called

callCenter.

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4) Copy the XML data file to the “main” folder.

5) Create a folder named branding at the same level as the agent (or callCenter) folder.

6) Either download the default branding template from Xchange or obtain your custom branding template.

7) Copy the branding template to the branding folder.

Figure 23 Style Template Directory Structure with Branding Template

5.2.2 Create Template using Template Builder

1) Obtain the RTF file for the template to modify. If you are using a canned template as the basis for customization, download the RTF file from Xchange. Otherwise, locate the custom RTF file that you previously saved on your computer.

2) Open the RTF file in Microsoft Word.

3) On the menu bar, click the BI Publisher tab. The following menu appears:

Figure 24 BI Publisher Add-in

4) In the Load Data group, click Sample XML to download the sample XML data file.

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Figure 25 Select XML Data Dialog Box

6) Using the features of the Template Builder and the data elements available in the sample XML data file, modify the style template as required. You can also apply functions to the data such as average or sum.

For an example, see section 7.1 Example of Modifying BroadWorks Style Template. For an overview of using the Template Builder with BroadWorks style templates, see section 3.10 Use Template Builder with BroadWorks Templates.

WARNING 1: BroadWorks templates are very complex. To make sure you do not inadvertently

make changes you do not want to make, always check the code of the template after making any changes.

WARNING 2: Do not modify the header and footer. Use the branding template for this. For the

proper interworking with the branding template, the style template must be designed with a single header and footer for all pages of the document. For information on customizing the branding template, see the BroadWorks Call Center Solution Guide.

7) Validate the changes. In the Tools group, click Validate template. This checks whether there are any syntax errors in your design.

8) If necessary, fix the errors and validate the template again.

9) To test the template, first export it in the XSL-FO format and save it in the “main” folder. To do this:

− In the Tools group of BI Publisher tab, click Export and select XSL-FO Stylesheet

from the list. The file opens in your default web browser.

− From the menu bar, select File and then the option to save a file (Save Page As in Firefox or Save As in Internet Explorer).

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Figure 26 Exporting Style Template as XSL-FO Style Sheet

10) Using the Template Viewer, preview your report template. Follow the procedure in section 5.2.3 Test Style Template.

Do not use the Preview features of the Template Builder as they do not work with BroadWorks templates because of the way the templates are structured.

11) Make any required adjustments.

12) Once you are satisfied with the changes, export the style template as an XSL-FO document:

− In the Tools group of BI Publisher tab, click Export and select XSL-FO Stylesheet from the list. The file opens in your default web browser.

− From the menu bar, select File and then the option to save a file (Save Page As in Firefox or Save As in Internet Explorer).

− In the dialog box that appears, enter the name of the new file, select the XSL file type, and save it in the “main” folder for that template.

13) Save the template as an RTF file in a different folder on your computer and keep it for later use. You will need it if you want to modify the template in the future.

14) From the folder structure you created, delete the branding folder and the XSL data file.

15) Zip the remaining folders and files to create the same structure you originally

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5.2.3 Test Style Template

1) Open the Report Viewer. From the Start menu, select All Programs, Oracle BI

Publisher Desktop, and then Template Viewer. The Report Viewer dialog box

appears.

Figure 27 BI Publisher Report Viewer

2) Set the working directory to “main”. Click Browse next to Working Directory and navigate the “main” folder for the style template you want to preview.

3) Select All Formats or XSL Templates (FO).

4) In the Data and Template columns, select the style template to view and the sample XML data file.

5) Select the Output Format, for example, HTML, and click Start Processing. If you selected HTML, your report template is displayed in your default internet browser.

NOTE: Enhanced Call Center Reporting supports PDF, HTML, and Excel formats for reports. It

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5.3 Define Report Template

Report templates can be created at the system, enterprise, and service provider group level. You create a new template using the Report Template Add page on the system provider, enterprise, or group CommPilot web portal. The following figure shows the

Report Template Add page for the system provider; however, the page is the same for

other administrative levels. Depending on the level on which the template is created, the template is available to all authorized users in the system, enterprise, or service provider group.

NOTE: You must create the template on all Application Server clusters.

Figure 28 System – Report Template Add Page

To create a custom template:

1) Log in to your web portal on BroadWorks.

2) From the Options menu, select Call Center. The Call Center menu page appears.

3) Click Report Templates. The Report Templates page appears.

4) Click Add. The Report Template Add page appears.

5) Enter the name and the description for the report template.

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7) Click the Browse button to the right of Style Template and select and upload the zipped style template you created.

8) To make this report template available for report generation, check Enable for Report

Generation.

9) For an Agent report template, define the scope of the template, that is, specify who can use the template in addition to administrators:

− To make it available only to supervisors, select Supervisors only.

− To make it available to supervisors and agents, select Supervisors and Agents.

NOTE: Once the template is created, the template scope cannot be modified.

10) For Interval Scope, select Real Time to use the template for real-time reports or select

Historical to use the template for historical reports.

NOTE: This option can only be set if you selected a real-time data template. Otherwise, the

report template is defined as historical and the interval scope cannot be changed.

11) If applicable, for Filtering Variables, enter the filter number and the required filtering values.

− Filter Number is an index that references a specific filter for the selected data template.

− Value 1 through Value 5 are the filtering values used in the selected filter during report generation.

NOTE: Currently, all filters require only zero or one value to be provided. Value 2 through Value

4 are designed to allow future changes.

For example, filter number 2 of the Call Center Call Details data template is defined as “Wait Time in Queue ≥ x”. This selects a call center or DNIS call if the time the call waited in queue is greater than a specified threshold <x>, which can be 1 through 7200 seconds.

Filter number 5 of the Call Center Call Details data template is an example of a filter that does not require any filtering values. It is defined as “Disposition Codes NOT NULL” and selects a call center or DNIS call if at least one disposition code has been applied to it.

12) Specify which optional parameters to include in the report. In the Input Parameters section, select Required for each optional parameter you want to include in the report and Hidden for the remaining optional parameters. When a parameter is set to

Required, a value must be supplied when generating reports.

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For the list and description of all input parameters that may appear in Call Center reports, see selection 7.2 Input Parameters. For the list of performance parameters defined in each data template, see section 7.4 Data Templates.

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6 Software Upgrades

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7 Appendix A: Reference Information

7.1 Example of Modifying BroadWorks Style Template

This example shows how to change a table column in the Call Center style template (CallCenterReport.rtf).

Let us assume that in the Call Center Activity table, you want to: Replace the Calls Escaped column by Calls Offered to Agents

Add a column for calls answered in the second threshold level (which is a

performance parameter provided by the user when generating a report, and a report can have up to five threshold levels), and

Change the color of the table.

Figure 29 Call Center Activity Table for Call Centers

1) Open the CallCenterReport.rtf document in Word.

2) On the BI Publisher tab, click Sample XML, and locate and load the

callCenterIntervalStatistics.xml file. This is the XML data file you downloaded from

Xchange that corresponds to the selected data template.

3) Modify the column title. In the Call Center Activity table for call centers, select the text in the title row of the Calls Escaped column and replace it by “Calls Offered to Agents”. This is plain text, so you change it as you would do in any Word document.

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Figure 30 BI Publisher Properties Dialog Box – Properties Tab

5) From the Data Field list, select CALLS_OFFERED_TO_AGENTS and click OK.

6) Click the Advanced tab to verify the code.

7) Repeat for rows two, three, and four. If a data field does not allow you to select from the list, which is the case for the third row, replace “CALLS_ESCAPED” by

“CALLS_OFFERED_TO_AGENTS” in the code in the Advanced tab.

Figure 31 BI Publisher Properties Dialog Box – Advanced Tab

8) Insert a column to the right of the % Answered Calls Answered In 7200 secs column. Right-click the column and select Insert and then Insert Columns to the Left. Do not change the column size.

9) Select the numCols data field above the table.

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Figure 32 Field Browser Displaying numCols Data Field

11) Select and copy the contents of column Calls Answered In 7200 secs.

12) Edit the data field in each row, including the title row, and replace the index “[1]” by “[2]” in the code of each field to reference the second threshold level.

Figure 33 Title of Column Being Added – Data Field Code 13) To change the color of the table title row:

− Select the row, right-click and select Table Properties from the menu. − In the Table Properties dialog box, click Borders and Shading.

− In the Borders and Shading dialog box, click Shading, and select the new color

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Figure 34 Borders and Shading Dialog Box

14) The color changes to the one you selected in the template and in the reports generated using the template.

Figure 35 Call Center Activity Table for Call Centers (Fragment) with Green Title Row 15) To validate your changes, click Validate Template.

NOTE: The definition of the Call Center Activity table actually consists of two table definitions,

one for reports about the call center and one for reports about the DNIS numbers. Therefore, you need to repeat what you just did for the second table.

16) If there are no errors, export the template in XSL-FO format. From the BI Publisher tab, select Export and then XSL-FO Stylesheet. The file opens in your default web browser.

17) From the menu bar, select File and then the option to save a file (Save Page As in Firefox or Save As in Internet Explorer).

18) In the dialog box that appears, enter the name of the new file, select the XSL file type, and save it in the “main” folder for that template.

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Figure 36 Call Center Report – Call Center Activity Table for Multiple Call Centers

7.2 Input Parameters

Input parameters specify the information that the user must provide when requesting a report; they define the scope of data retrieved from the database for the report.

The input parameters that the user must provide depend on the selected data template. When defining a custom report template, the administrator selects a data template that specifies all mandatory and optional parameters for the template.

The administrator decides which optional parameters (called performance parameters) to include in the report template. However, once a parameter is included, it becomes mandatory and the user must provide input for it when generating a report.

The following table lists all input parameters that may appear in reports. The performance parameters are listed in the following table.

Input Parameter Description

List of Agents This parameter applies to all Agent report templates. When requesting a report, the user is required to select the agents to include in the report. The agent selection is an explicit list of agents or an implicit list of “all” agents in the scope of the user issuing the report request.

List of Call Centers/DNISs

This parameter is mandatory in all Call Center report templates. When requesting a report, the user is required to select the call centers or DNIS numbers to include in the report.

The call center or DNIS selection is an explicit list of call centers or DNISs for a given call center, or an implicit list of “all” call centers or DNISs in the scope of the user issuing the report request.

Date Format This is the selection of mm/dd/yyyy or dd-mm-yyyy. The format is used

for all dates that are included in the generated report.

Time Format This is the selection of AM/PM or 24 Hour. The format is used for all

times that are included in the generated report.

Note that this setting does not impact time durations, which are always reported in the hh:mm:ss format in the generated reports.

Time Frame The time frame specifies the time period for which the report is

requested. It consists of a start date and start time, and optionally, an end date and end time, depending on whether the report template is a real-time report template or a historical report template.

For a historical report template, the end date and end time are mandatory. For an interval-based report template, if the start time does not align with a

sampling period boundary, then it is adjusted to the previous sampling period boundary.

Sampling Period The sampling period is only applicable to interval-based report templates and specifies the length of the intervals.

Start Day of Week The start day of week is only applicable to interval-based report

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Input Parameter Description

Time Zone This is the time zone of the report. This is only for scheduled reports

requested by an administrator. Otherwise, the user’s configured time zone is used.

File/Report Format This is the format in which the report is generated, and can be XLS, PDF, or HTML (for on-demand reports).

Performance Parameter

Description

Call Completion This counts the number of automatic call distribution (ACD) calls an agent has completed within a service level during an interval. Service level: 1 through 7200 seconds

Short Duration This counts the number of ACD short duration calls completed by an

agent during an interval in which a short call is defined by a threshold. Threshold: 1 through 7200 seconds

Service Level Thresholds

The user may request up to five service-level calculations for each call center or DNIS per interval service-level threshold, which may be from 1 through 7200 seconds.

A call is said to be within a service level if it is answered within the provided time threshold and the percent (%) in service level is usually calculated as the number of calls answered within the provided threshold value divided by the number of answered calls.

Service Level Inclusions Other types of calls may (optionally) be included in the calculation: Transfers due to time overflow (calls removed from the queue according to

the Overflow-Time policy)

Other transfers (calls removed from the queue according to the Bounced or Stranded Calls policy, because of a supervisor transfer, or because of a caller escape)

Abandoned calls – Choice between: – Ignore all abandoned calls – Include all abandoned calls

– Include calls abandoned after the entrance message has finished playing

Include calls abandoned after the specified time interval: 1 through 7200 seconds.

Service Level Objective This provides an indicator for the service-level objective, which can be used in report templates. It is a percentage value.

Abandoned Call This counts the number of calls abandoned within a specified time. Up to four thresholds can be specified, resulting in up to four different counts. Threshold: 1 through 7200 seconds

7.3 Canned Reports Templates

This section lists the canned report templates available on BroadWorks. For each report template, the corresponding style and data templates are listed as well as the

corresponding RTF files and XML data files made available for reference on Xchange. You can use this information as input when creating your custom style templates.

Canned Template

Style Template Data Template

Abandoned Call

Report callCenterAbandonedCallStyleTemplate.zip (CallCenterAbandonedCallReport.rtf)

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Canned Style Template Template Data Template Agent Activity Report agentActivityStyleTemplate.zip (AgentActivityReport.rtf)

Agent Interval Statistics (agentIntervalStatistics.xml)

Agent Call Detail

Report agentCallDetailStyleTemplate.zip (AgentCallDetailReport.rtf)

Agent Call Details

(agentCallDetailStatistics.xml)

Agent Call

Report agentCallStyleTemplate.zip (AgentCallReport.rtf)

Agent Interval Statistics (agentIntervalStatistics.xml) Agent Disposition Code Report agentDispositionCodeStyleTemplate.zip (AgentDispositionCodeReportTemplate.rtf)

Agent Disposition Codes (agentIntervalDispositionCodeSta tistics.xml) Agent Duration Report agentCallDurationStyleTemplate.zip (AgentDurationReport.rtf)

Agent Interval Statistics (agentIntervalStatistics.xml)

Agent Sign In Sign Out Report

agentSignInSignOutStyleTemplate.zip (AgentSignInSignOutReportTemplate.rtf)

Agent Sign in Sign Out

(agentSignInSignOutStatistics.xm l)

Agent Summary

Report agentSummaryStyleTemplate.zip (AgentSummaryReport.rtf)

Agent Interval Statistics (agentIntervalStatistics.xml) Agent Unavailability Report agentUnavailableCodeStyleTemplate.zip (AgentUnavailableCodeReportTemplate.rtf)

Agent Unavailable Codes (agentIntervalUnavailableCodeSt atistics.xml)

Call Center Call

Detail Report callCenterCallDetailStyleTemplate.zip (CallCenterCallDetailReport.rtf)

Call Center Call Details

(callCenterCallDetailStatistics.xml or dnisCallDetailsStatistics.xml) Call Center Disposition Code Report callCenterDispositionStyleTemplate.zip (CallCenterDispositionCodeReport.rtf)

Call Center Disposition Codes (callCenterIntervalDispositionCod eStatistics.xml or dnisIntervalDispositionCodeStatis tics.xml) Call Center Incoming Calls Report callCenterIncomingCallsStyleTemplate.zip (CallCenterIncomingCallsReport.rtf)

Call Center Interval Statistics (callCenterIntervalStatistics.xml or dnisIntervalStatistics.xml) Call Center Overflow Matrix Report callCenterOverflowMatrixStyleTemplate.zip (CallCenterOverflowMatrixReport.rtf)

Call Center Overflow Matrix (callCenterIntervalOverflowMatrix Statistics.xml) Call Center Presented Calls Report callCenterPresentedCallsStyleTemplate.zip (CallCenterPresentedCallsReport.rtf)

Call Center Interval Statistics (callCenterIntervalStatistics.xml or dnisIntervalStatistics.xml) Call Center Report callCenterStyleTemplate.zip (CallCenterReport.rtf)

Call Center Interval Statistics (callCenterIntervalStatistics.xml or dnisIntervalStatistics.xml) Call Center Summary Report callCenterSummaryStyleTemplate.zip (CallCenterSummaryReport.rtf)

Call Center Interval Statistics (callCenterIntervalStatistics.xml or dnisIntervalStatistics.xml)

Service Level

Report callCenterServiceLevelStyleTemplate.zip (CallCenterServiceLevelReport.rtf)

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7.4 Data Templates

A data template defines the data used for generating reports. It provides a set of counters and statistics that are available for use when creating a custom report template. It can also include performance counters and filters.

This section describes the data templates that are available on BroadWorks as part of the Call Center Reporting solution in the current release. They are used in canned reports and they can also be used to create custom report templates.

Data templates are divided into two categories: Agent Data Templates

Call Center Data Templates

In addition, they can be real-time or historical, and they can be interval-based or not interval-based.

The type of data template determines the type of custom report template that can be created from it. In particular:

An Agent data template can be used to create Agent report templates.

A Call Center data template can be used to create Call Center report templates. A real-time data template can be used to create real-time report templates. A historical report template can be used to create historical report templates. An interval-based data template is a template that is used to create interval-based

report templates.

7.4.1 Agent Data Templates

The following table provides a summary of agent data templates, that is, data templates used to generate statistics for reports about one or more agents. The following

subsections describe each agent data template in greater detail. The performance parameters and filters for each data template are listed within the specific section for that data template.

Template Name Real-Time

Interval-Based Statistics

Agent Call Details

No No These are details of calls placed or received by agents.

Agent Disposition Codes

No Yes These are statistics about calls tagged with disposition

codes by selected agents, grouped into quarter-hourly, half-hourly, hourly, daily, weekly, or monthly sampling periods.

Agent Interval Statistics

Yes Yes This data template defines agent statistics, grouped

into either quarter-hourly, half-hourly, hourly, daily, weekly, or monthly sampling periods that include:

Call Counters State Counters Additional Counters Agent High Water Marks Agent Timers

Agent Performance Counters Agent

Unavailable Codes

No Yes This is the number of times unavailable codes were

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Real- Interval-Template Name

Time Based Statistics

Agent Sign In Sign Out

No No These are details regarding when agents signed in to

or out of call centers.

7.4.1.1 Agent Interval Statistics Data Template

The Agent Interval Statistics data template is a real-time data template and an interval-based data template.

It supports the following two performance parameters: Call Completion and Short Duration.

This data template supports the filters shown in the following table. Filter

Number

Filter Name Description Filter Value

1 Longest ACD Call ≥ x This selects an agent’s

statistics in an interval if the agent’s longest completed ACD call in that interval is greater than a specified threshold.

Any value greater than 0 (seconds)

2 Longest Outbound ACD Call ≥ x This selects an agent’s

statistics in an interval if the agent’s longest completed outbound ACD call in that interval is greater than a specified threshold.

3 Longest Inbound Call ≥ x This selects an agent’s

statistics in an interval if the agent’s longest completed (non-ACD) call in that interval is greater than a specified threshold.

4 Longest Outbound Call ≥ x This selects an agent’s

statistics in an interval if the agent’s longest completed outbound (non-ACD) call in that interval is greater than a specified threshold.

5 Longest Internal Call ≥ x This selects an agent’s

statistics in an interval if the agent’s longest internal (inbound or outbound) call in that interval is greater than a specified threshold.

6 Total ACD Call Time ≤ x This selects an agent’s

statistics in an interval if the agent’s total ACD call time in that interval is less than a specified threshold.

7 Total ACD Call Time ! = 0 This selects an agent’s

statistics in an interval if the agent’s total ACD call time in that interval is not equal

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Filter Filter Name Description Number

Filter Value

8 Total ACD Call Time ≥ x This selects an agent’s

statistics in an interval if the agent’s total ACD call time in that interval is less than a specified threshold.

9 Total ACD Outbound Call Time

≤ x

This selects an agent’s statistics in an interval if the agent’s total outbound ACD call time in that interval is less than a specified threshold.

!= 0

This selects an agent’s statistics in an interval if the agent’s total outbound ACD call time in that interval is not equal to zero.

This is not applicable.

≥ x This selects an agent’s statistics in an interval if the agent’s total outbound ACD call time in that interval is less than a specified threshold.

12 Total Hold Time ≥ x This selects an agent’s

statistics in an interval if the agent’s total hold time in that interval is greater than a specified threshold.

13 Total Available Signed-In Time !

= 0

This selects an agent’s statistics in an interval if the agent’s total available time in that interval is not equal to zero.

This is not applicable.

14 Total Unavailable Time ≥ x This selects an agent’s

statistics in an interval if the agent’s total unavailable time in that interval is greater than a specified threshold.

The agent high water marks statistics are available in addition to the performance counters listed in the following table.

Performance Counter Description XML Tag

Calls Completed in Service Level This counts the number of

ACD calls an agent has completed within a service level during an interval.

CALLS_COMPLETE D_IN_SVC_LEVEL

Short Duration Calls This counts the number of

ACD short duration calls completed by an agent during an interval where a short call is defined by a threshold.

SHORT_DURATION _CALLS

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7.4.1.1.1 Interval and Agent Data Columns

Agent Data Description XML Tag (Data Template) or

Column Name (Database View)

Interval Start Time This is the start time for a sampling

period. START_TIME

Agent User ID This is the agent’s user ID. AGENT_USERID

Agent Deleted This is the date the agent was deleted from the call center. If the user is still active, this is “Nil”.

DELETED_TIME

Agent First Name This is the first name of agent. AGENT_NAME_FIRST

Agent Last Name This is the last name of agent. AGENT_NAME_LAST

Agent Phone

Number This is the phone number of agent. AGENT_NUMBER

Agent Extension This is the agent’s phone extension. AGENT_EXTENSION

7.4.1.1.2 Call Counter Columns

Statistic Description XML Tag (Data Template) or

ACD Calls Presented

This is the number of ACD calls that were presented to the agent. A presented call is a call that is routed from a queue to an agent (rings the agent or attempts to ring the agent).

CC_CALLS_PRESENTED

ACD Calls Answered This is the number of ACD calls that were answered by the agent.

CC_CALLS_ANSWERED ACD Calls Bounced This is the number of ACD calls presented

to the agent that were bounced.

CC_CALLS_BOUNCED Outbound Call

Center Calls

This is the number of outbound calls made by the agent as a call center. The call only counts if answered.

CC_OUTBOUND_CALLS

Route Point Calls Answered

This is the number of route point calls that were answered by the agent.

RP_CALLS_ANSWERED Outbound Route

Point Calls

This is the number of outbound calls made by the agent as a route point. The call only counts if answered.

RP_OUTBOUND_CALLS

Inbound Calls This is the number of inbound calls

(excluding ACD/route point calls and internal calls) that were answered by the agent.

INBOUND_CALLS

Outbound Calls This is the number of outbound calls (excluding ACD/route point calls and internal calls) made by the agent. The call only counts if answered.

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Statistic Description XML Tag (Data Template) or Column Name

(Database View)

Internal Calls This is the number of internal calls (calls within the group or enterprise, excluding ACD/route point calls) made or received by the agent. The call only counts if answered.

INTERNAL_CALLS

7.4.1.1.3 State Counter Columns

Num Unavailable This is the number of times the agent was

unavailable. NUM_UNAVAILABLE

Num Wrap-Up This is the number of times the agent was

in wrap-up on ACD calls. NUM_WRAPUP

Num Sign In This is the number of times the agent

signed in. NUM_SIGNIN

7.4.1.1.4 Additional Counter Columns

ACD Held Calls This is the number of inbound ACD calls the agent put on hold. Note that an ACD call that was put on hold twice should still only count as one held call.

CC_CALLS_HELD

ACD Transfer Calls This is the number of inbound ACD calls the agent transferred.

CC_CALLS_TRANSFERRED Num Escalate This is the number of times the agent

escalated to a supervisor.

NUM_STD_ESCALATIONS Num Emergency This is the number of times the agent

initiated an emergency call to a supervisor.

NUM_EMG_ESCALATIONS

7.4.1.1.5 Agent High Water Mark Columns

NOTE: These statistics are only provided for intervals that have completed; therefore, they can

only be used for historical reports.

Longest ACD Call This is the longest ACD call an agent is involved in.

This statistic is only updated after the call is complete.

Call Center Reports Customization Guide