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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:
All parameters of all report types are explained in the help file which is
located in:
Alcatel-Lucent OmniTouch Contact Center Standard Edition Statistics: Principle and Possibilities
Ref. CCD01026P01TEUS
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1 MONTH
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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Alcatel-Lucent OmniTouch Contact Center Standard Edition Statistics: Principle and Possibilities
Ref. CCD01026P01TEUS
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Alcatel-Lucent OmniTouch Contact Center Standard Edition Statistics: Principle and Possibilities
Ref. CCD01026P01TEUS
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Alcatel-Lucent OmniTouch Contact Center Standard Edition Statistics: Principle and Possibilities
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Alcatel-Lucent OmniTouch Contact Center Standard Edition Statistics: Principle and Possibilities
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Alcatel-Lucent OmniTouch Contact Center Standard Edition Statistics: Principle and Possibilities
Ref. CCD01026P01TEUS
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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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Request
E.g.: Pilot
File creation
TEMP.XLS
Results
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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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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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
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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FormPil.xls
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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:
- 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.
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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).
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Press
to
validate the selection
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10
Helpful functions
AND(test1, test2,...)
=COUNTA(range)
=COUNT(range)
OR(test1, test2,...)
The result is result1 if the test1 is true else the result is result2
=COUNTIF(range, test)
The result is the number of not empty cells witch check the condition
11
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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Modify the column title in the "custom" spreadsheet: select the cell containing the column
title and modify the contain.
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Example for the cell "A2" which will contain the object name requested for the
statistic report:
From "General" worksheet:
To "custom" worksheet:
13
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The following example proposes to display the total received calls and the
abandoned calls on 2 different columns.
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14
15
371
372
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The customization will display the total received calls and the total abandoned
calls.
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
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Excel Macro
OBJECTIVES
To understand the principle of Excel macro and to detect when its 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
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),
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:
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Excel Macro
Define the need
Define the need.
CALABASAS
LONDON
379
Excel Macro
Define the need
Define the need (next).
The ACDMacro has to open the file macro.xls,
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".
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.
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
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
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)".
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
True
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Excel Macro
CCs statistic report
Verify the correct execution in the generated Excel file
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10
OBJECTIVE
-
MANAGEMENT
1.
Create a customized worksheet "custom", for the pilot object, to display in the report:
-
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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2) Select the tab "General" and right click to create a new worksheet:
You have in the custom worksheet, the structure of the table form.
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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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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
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2.
Using the previous customization, add a graphic with the following data:
-
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
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The graphic, that you have realized, is displayed on the same sheet of the
customized pilot spreadsheet.
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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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