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Information Technology System R U N B O O K

Performance Management 10.1


Project Number 484760 Business Line Call Center Business Line Contact Jane Smith System Owner John Smith Production Installation Date 12/10/07

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Total System Users Approximately 5,000

Most Current Runbook Update 11/20/07

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Primary Application Name(s) Performance Management

Updated 11/20/07 | VERSION 1.7 FINAL

Information Technology System Runbook Performance Management 10.1

Contents
Change Control and Version History ...................................................................................................................................... 3 System Overview and Highlights ........................................................................................................................................... 4 Project Resources ............................................................................................................................................................... 5 Support Hierarchy ............................................................................................................................................................... 6 Support Hierarchy Diagram .............................................................................................................................................. 7 Server Information.............................................................................................................................................................. 8 Non-Standard Server Software ......................................................................................................................................... 9 Non-Standard Server Software ......................................................................................................................................... 9 Non-Standard Server Maintenance .................................................................................................................................. 10 Desktop Information.......................................................................................................................................................... 10 Client-side Hardware ..................................................................................................................................................... 10 Client-side Software ...................................................................................................................................................... 10 Service Accounts............................................................................................................................................................... 11 Data Management............................................................................................................................................................. 12 Database Information.................................................................................................................................................... 12 Database Maintenance................................................................................................................................................... 12 System Interfaces and Misc. Technical Information ............................................................................................................... 13 Scheduled Jobs............................................................................................................................................................. 13 References ....................................................................................................................................................................... 15 Review and Signoff............................................................................................................................................................ 16

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Proprietary and Confidential

Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

Change Control and Version History


Owner: Thomas Rowan Tracks application changes and Runbook version history. Version 1.0 1.1 1.2 1.3 1.4 1.5 1.6 1.7 Date 9/27/07 9/28/07 10/1/07 10/10/07 10/20/07 11/9/07 11/15/07 11/20/07 Requestor Thomas Thomas Thomas Thomas Thomas Thomas Thomas Rowan Rowan Rowan Rowan Rowan Rowan Rowan PACS # 484760 484760 484760 484760 484760 484760 484760 484760 Description Initial Draft Formatting Changes; Server Information Added Data Management Information Added; Avaya Script Data Added Production URL Added Support Hierarchy Diagram Added Information Confirmed; System Overview Added; READY TO APPROVE Removed hyperlinks; Updated Qualys Scan Report; Updated Server Purposes and Locations; Updated Review and Signoff Section Updated server information

Thomas Rowan

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Proprietary and Confidential

Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

System Overview and Highlights


Performance Management 10.1 is a tool for monitoring and analyzing employee productivity and utilization in the Call Center. Performance management functionality is divided between two applications: 1. Web application Used by administrators, supervisors, team leaders, and employees to view and/or edit performance data. The functionality of the Web application is divided into the following modules: Performance Analytics Displays performance data and reports, and enables the update of team and personal activity logs. Workload Analytics Facilitates workload management and trend analysis. Contact Center Analytics Provides specialized monitoring of call handling performance in the Call Center.

2.

Administration Tool A desktop application used only by Administrators to configure and maintain employees, teams, roles, activities and skills sets.

The functionalities available to a user depend on the type of user, as follows:

Administrator An Administrator is responsible for configuring users and their rights in the Administration Tool. An Administrator can also view and edit performance information in the Web application, if required. Supervisor A Supervisor is responsible for reviewing performance information for all teams reporting to them. That includes Performance Reports, Dashboards, Interval Monitoring and Workload Analytics modules.

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Team Leader A Team Leader is a manager that is responsible for edits to team activity logs and generating and reviewing reports for coaching and management needs. Reporting utilization in this group includes Performance Reports, Dashboards, Interval Monitoring and Workload Analytics modules.

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Employee Employees can view and input their own performance information in the Web application utilizing the Agent IMT and Activities Log functionality of the Call Center Analytics module.

The ability to view and edit data depends on the user type. Administrators and Team Leaders have access to all parts of the Web application. Supervisors have access to Performance Analytics without the activity. Employees can access only their own Personal Activity Logs, and Agent IMT. Administrators have access to all components of the application as well as the Admin Tool. Supervisors and Team Leaders have access to all functions with the exception of Agent IMT and Personal Activity Logs. Agents have access to only these two functions.

Proprietary and Confidential

Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

Project Resources
Owner: John Smith Please do not contact the project resources listed below for support services. Please refer to 'Support Resources' section for routing and escalation procedures. Role Project Manager Business Line Business Line Manager Business Liaison Servers Built By Technical Lead System Architects Vendor Representative Data Integration Specialist Name, Company Jane Smith, Call Center Jane Smith, Call Center Jane Smith, Call Center Jane Smith, Call Center Jane Smith, Call Center Jane Smith, Call Center Jane Smith, Call Center Jane Smith, Call Center Jane Smith, Call Center Phone 555-555-5555 555-555-5555 555-555-5555 555-555-5555 555-555-5555 555-555-5555 555-555-5555 555-555-5555 555-555-5555 E-mail Address, Web Site email@domain.com email@domain.com email@domain.com email@domain.com email@domain.com email@domain.com email@domain.com email@domain.com email@domain.com

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Proprietary and Confidential

Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

Support Hierarchy
Owner: Call Center Operations Tier I Support First point of contact for a user to report an issue with the system/application. Tier I support group attempts to resolve the issue; if resolution is unattainable the case is routed to the Tier II group. Role Division or Company URL/Clarify Queue Help Desk Call Center Operations Call Center Operations will manage Tier I support of both the database and application. Tier II Support Attempts resolution of issues routed down from Tier I. If resolution is unattainable the case is routed to the Tier III group. Role Division or Company URL/Clarify Queue Database Server Call Center Operations WinTel Server Team Standard WinTel server support. CC - Call Center Prod CC - Server Team CC - Call Center Prod

Tier III Support Attempts resolution of issues routed down from Tier II (if necessary). If resolution is unattainable the case is routed to Tier IV. Role Division or Company URL/Clarify Queue Application Database ETL

Information Security

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ETL Team

Call Center Operations

Call Center Operations

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CC - Call Center Prod CC - Call Center Prod CC ETL Support

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InfoSec Engineering

CC InfoSec http://intranetapps/infosecurity/who.asp CC Datacomm ENS CC MIDRANGE SYS

Network Backup

Enterprise Network Services Legato Support

Tier IV Support Attempts resolution of issues routed down from Tier III (if necessary). Final resolution of any unresolved issues. Role Division or Company Phone Additional Information Application Performance Management 1-800-555-5555 Coverage Hours 5 x 9 (excluding holidays) Phone Response Time Severity 1: 2 hours Severity 2: 4 hours Severity 3: 8 hours The following information is needed to open a trouble ticket: Technician name, contact name, phone number, cell number, e-mail address Site location Licensed product version Detailed problem description Events leading to problem Any configuration changes that were made to the application or any integrated pieces of equipment.

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Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

Support Hierarchy Diagram

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See PM_Support_Hierarchy.vsd for Visio diagram.

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Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

Server Information
Owner: John Smith, WinTel Services This section contains all information regarding the applications servers. Server Name WAPPRIB00001212 LTA Ticket #: 13460984-0918 Server Function and Location Prod Application Server EPOC; BS:11 Prod SQL Server EPOC; BS:12 IP Address and RIB IP Address IP Address 10.11.127.74 RIB DNS Entry RAPPRIB00001212 RIB IP Address 10.11.33.6 IP Address 10.11.127.75 RIB DNS Entry RSQLRIB00001141 RIB IP Address 10.11.33.7 IP Address 10.31.50.43 RIB DNS Entry RAPPMAB00035Q13 RIB IP Address 10.31.60.43 IP Address 10.31.50.42 RIB DNS Entry RSQLMAB00035Q07 Server Hardware/Software File Attachment SMS Report WAPPRIB00001212.mht Shared Server? No

WSQLRIB00001141 LTA Ticket #: 13460984-0918

SMS Report WSQLRIB00001141.mht

No

WAPPMAB00035Q13 LTA Ticket #: 13460984-0918

QA Application Server Medford, 1 Cabot; Row 30 Rack 99

SMS Report WAPPMAB00035Q13.mht

WSQLMAB00035Q07 LTA Ticket #: 13460984-0918

QA SQL Server Medford, 1 Cabot; Row 30 Rack 100

WAPPRIB00001S08 LTA Ticket #: 13460984-0918

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SIT Application Server EPOC VM QA Lab

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RIB IP Address 10.31.60.42 IP Address 10.1.226.74 RIB DNS Entry N/A *No RIB, VM OK RIB IP Address N/A IP Address 10.1.226.75 RIB DNS Entry N/A *No RIB, VM OK RIB IP Address N/A IP Address 10.1.226.77 RIB DNS Entry N/A *No RIB, VM OK RIB IP Address N/A IP Address 10.1.226.76 RIB DNS Entry N/A *No RIB, VM OK RIB IP Address N/A

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SMS Report WSQLMAB00035Q07.mht

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No No

SMS Report WAPPRIB00001S08.mht

No

WSQLRIB00001S07 LTA Ticket #: 13460984-0918

SIT SQL Server EPOC VM QA Lab

SMS Report WSQLRIB00001S07.mht

No

WAPPRIB00001D20 LTA Ticket #: 13460984-0918

DEV Application Server EPOC VM QA Lab SIT SQL Server EPOC VM QA Lab

SMS Report WAPPRIB00001D20.mht

No

WSQLRIB00001D17 LTA Ticket #: 13460984-0918

SMS Report WSQLRIB00001D17.mht

No

Proprietary and Confidential

Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

Hot Topics/System Highlights Non-Standard Security Patches Non-standard items are those not documented as required in the server build, security or maintenance standard documents. Non-Standard Registry/Configuration Settings Non-standard items are those not documented as required in the server build, security or maintenance standard documents. Server File Transfer Information Server Build Doc Versions UNIX Scripts

N/A N/A

N/A

Windows 2003 Server Build Doc v2.0.5, Server Security Doc v1.2 N/A

Non-Standard Server Software

Non-standard items are those not documented as required in the server build, security or maintenance standard documents. Software Microsoft SQL Server 2005 Standard Edition Server

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WSQLRIB00001141 WSQLMAB00035Q07 WSQLRIB00001S07 WSQLRIB00001D17

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Running Yes

WAPPRIB00001212 WAPPMAB00035Q13 WAPPRIB00001D20 WAPPRIB00001S08

Yes

Non-Standard Server Software


Non-standard items are those not documented as required in the server build, security or maintenance standard documents. Software Microsoft SQL Server 2005 Standard Edition Server WSQLRIB00001141 WSQLMAB00035Q07 WSQLRIB00001S07 WSQLRIB00001D17 WAPPRIB00001212 WAPPMAB00035Q13 WAPPRIB00001D20 WAPPRIB00001S08 Running Yes

IIS

Yes

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Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

Non-Standard Server Maintenance


Non-standard items are those not documented as required in the server build, security or maintenance standard documents. Function Reboot Dedicated Workstation for Avaya Scripts Server N/A Desktop Execution Automatic

Desktop Information
Client-side Hardware
This section contains information on any non-standard desktop hardware. Hardware CMS Interface Specifications: Intel Pentium 4 2.80 GHz 504 MB RAM Intel Graphics Media Accelerator Purpose

A dedicated workstation is necessary to execute Avaya scripts.

Client-side Software

This section describes all client-side software necessary to access the application. Web-based Application Information

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Avaya CenterVu 9.0 CMS Supervisor 13.0

Software

Admin Tool Software Requirements Windows 2000 Professional or XP Professional with latest Service Packs .NET Framework v1.1 MDAC 2.6 or later Internet Explorer 5.0 or later

Production URL

http://WSQLRIB00001141/PM URL will be added to users Favorites in Internet Explorer through a GPO update.

Password Controls Installation Instructions

The application does not require a password. The application is web-based however administrator functions are performed through a local desktop application. See _ADMIN_TOOL.doc

Proprietary and Confidential

Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

Service Accounts
Owner: Bryan Roy The application uses two service accounts to access multiple databases. Service Account SVC_CD_PMVW Servers (with Read Access) or Application WSQLRIB00001045 WSQLRIB00001045 WSQLRIB00001045 WSQLRIB00001102 WSQLRIB00001045 WSQLRIB00002002 \\WSQLRIB00001D17\VPMDatafeeds \\WSQLRIB00001D17\VPMDatafeeds Avaya CMS Generic IDs are used to access Avaya CMS on the CMS Interface Desktop: Asheville/Bartlesville CITVerin Bogalusa CITIVENT Rhode Island/Pennsylvania 2 Database Name CallObs ComplaintReport EmailTrackingDB FulfillmentRequests ICRIssues TCS Ultimus Eworkflow Ultimus Inbox N/A

SVC_CD_PM

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Proprietary and Confidential

Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

Data Management
Owner: John Smith

Database Information
Owner: Data Management Engineer This section contains information about the databases associated with the system. Hot Topics/System Highlights Database Backup Model Required Database Logins Initial Performance Trace SysAdmin-level Access Patches and Service Packs Applied Specific Tuning Parameters Applied Encryption Information Replication Information Archives/Purges Information N/A Legato Yes, Service Account N/A Yes, RDS Admins Yes N/A N/A N/A

Data is purged after 13 months

Database Maintenance

Owner: Data Management Engineer

This section contains procedures for regular database maintenance functions, database maintenance down times, database updates, etc. There is no non-standard database maintenance functions, down times, updates, etc. to document. Note: Database schema is located on the Data Management web site. The site can be accessed at http://intranetapps/DataMGT/MainPage.asp.

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Proprietary and Confidential

Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

System Interfaces and Misc. Technical Information


Owner: John Smith System Interfaces Avaya TCS Call Obs Complaint Tracker Fee Rebate ICR Call Tracker E-Mail Tracking Ultimus N/A N/A Yes, included as part of the application. N/A N/A

File Transfer Details Vendor Dial-in Ability and VPN Access Access Control Lists for Application Data Communications Related Mainframe Jobs

Scheduled Jobs
Owner: Call Center Call Center

Scripts are scheduled to execute between 5 AM and 7 AM daily. The scripts are run on the CMS Interface Desktop through Avaya CenterVu 9.0 and CMS Supervisor 13.0 to produce a flat file that is fed into the Performance Management 10.1 application. A high-level diagram of the process is below.

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Job Name

Description

Timeframe

Job File Name

Service Account/ CMS ID SVC_CD_PM/ 01

Avaya - Pittsburgh Agent IMT Feed

Feeds the following into the application: Date; Time (interval); Login ID; Split/Skill; ACD Calls; Staffed Time; ACD Time; Hold Time; ACW Time; Avail Time; "Other" Time; Redirect No Answer; Aux Time; Aux Feeds the following into the application: Date; Time (interval); Split; ASA; Aban Time; ACD Calls; ACD Time; ACW Time; Hold Time; Handle Time; Aban Calls; Max Delay; Flow In; Flow Out; Ext Out Calls; Ext Out Time; Dequeued Calls; Dequeued Time; % AUX Time; % Answered; Average Pos Staffed; Calls per Pos; % w/in Service Lev; Aban %; Calls Offered; Staff Time; Aux Time

5 AM7 AM DAILY

Pittsburgh Agent IMT Feed.txt

Avaya - Pittsburgh IMT Feed

5 AM7 AM DAILY

Pittsburgh IMT Feed.txt

SVC_CD_PM/ 01

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Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1


Scheduled Jobs (cont) Job Name Avaya - Pittsburgh Production Feed

Description Feeds the following into the application: Date; Login ID; Split/Skill; ACD Calls; Staffed Time; ACD Time; Hold Time; ACW Time; Avail Time; Other Time; AUX Time; Aux Feeds the following into the application: Date; Time (interval); Login ID; Split/Skill; ACD Calls; Staffed Time; ACD Time; Hold Time; ACW Time; Avail Time; "Other" Time; Redirect No Answer; Aux Time; Aux Feeds the following into the application: Date; Time (interval); Split; ASA; Aban Time; ACD Calls; ACD Time; ACW Time; Hold Time; Handle Time; Aban Calls; Max Delay; Flow In; Flow Out; Ext Out Calls; Ext Out Time; Dequeued Calls; Dequeued Time; % AUX Time; % Answered; Average Pos Staffed; Calls per Pos; % w/in Service Lev; Aban %; Calls Offered; Staff Time; Aux Time Feeds the following into the application: Date; Login ID; Split/Skill; ACD Calls; Staffed Time; ACD Time; Hold Time; ACW Time; Avail Time; Other Time; AUX Time; Aux

Timeframe 5 AM7 AM DAILY

Job File Name Pittsburgh Production Feed.txt

Service Account/ CMS ID SVC_CD_PM/ 01

Avaya - Rhode Island Agent IMT Feed

5 AM7 AM DAILY

Rhode Island Agent IMT Feed.txt

SVC_CD_PM/ 01

Avaya - Rhode Island IMT Feed

5 AM7 AM DAILY

Rhode Island IMT Feed.txt

SVC_CD_PM/ 01

Avaya - Rhode Island Production Feed

5 AM7 AM DAILY

Avaya - Bogalusa IMT Feed

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Feeds the following into the application: Date; Time (interval); Split; ASA; Aban Time; ACD Calls; ACD Time; ACW Time; Hold Time; Handle Time; Aban Calls; Max Delay; Flow In; Flow Out; Ext Out Calls; Ext Out Time; Dequeued Calls; Dequeued Time; % AUX Time; % Answered; Average Pos Staffed; Calls per Pos; % w/in Service Lev; Aban %; Calls Offered; Staff Time; Aux Time

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Rhode Island Production Feed.txt Bogalusa IMT Feed.txt

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SVC_CD_PM/ 01 SVC_CD_PM/ CITIVENT

5 AM7 AM DAILY

Avaya - Asheville IMT Feed

Feeds the following into the application: Date; Time (interval); Split; ASA; Aban Time; ACD Calls; ACD Time; ACW Time; Hold Time; Handle Time; Aban Calls; Max Delay; Flow In; Flow Out; Ext Out Calls; Ext Out Time; Dequeued Calls; Dequeued Time; % AUX Time; % Answered; Average Pos Staffed; Calls per Pos; % w/in Service Lev; Aban %; Calls Offered; Staff Time; Aux Time Feeds the following into the application: Date; Time (interval); Split; ASA; Aban Time; ACD Calls; ACD Time; ACW Time; Hold Time; Handle Time; Aban Calls; Max Delay; Flow In; Flow Out; Ext Out Calls; Ext Out Time; Dequeued Calls; Dequeued Time; % AUX Time; % Answered; Average Pos Staffed; Calls per Pos; % w/in Service Lev; Aban %; Calls Offered; Staff Time; Aux Time

5 AM7 AM DAILY

Asheville IMT Feed.txt

SVC_CD_PM/ CITVerin

Avaya - Bartlesville IMT Feed

5 AM7 AM DAILY

Bartlesville IMT Feed.txt

SVC_CD_PM/ CITVerin

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Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

References
Owner: John Smith Project References Reference PACS Request Configuration References Reference Build Document WinTel Server Build Document UNIX Server CIM Reports UNIX System Report Database Schema Support References Reference Siemens Application Add Form Siemens Routing and Knowledgebase Form System Recovery Form Desktop Installation Instructions Filename/URL http://pacs/itg/web/knta/crt/RequestDetail.jsp?REQUEST_ID=484760

Filename/URL Windows 2003 Server Build Doc v2.0.5

N/A

N/A See SMS Reports. N/A http://intranetapps/DataMGT/MainPage.asp

Filename/URL _RoutingKnowledgebase.doc

_Siemens Application Add Form.xls

_System Recovery Form.doc

Other Relevant Systems System User Manual Vendor Support Contract/Service Level Agreement (SLA)

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The application is web-based and desktop installation is not applicable. Administrator Tool is an application locally installed on designated desktops. See _ADMIN_TOOL.doc for installation instructions.

CMS Interface http://WSQLRIB00001141/PMHelp Refer to MSA Document for further support/SLA information.

Information Security References Reference Filename/URL ESM Reports PACS 484760 global security 110807.mht PACS 484760 windows 2003 baseline 110807.mht PACS 484760 windows 2003 patch 110807.mht Qualys Scan Report Penetration Test Report Results Security Scan Exceptions PACS 484760 qualys 102607.mht N/A

N/A

Proprietary and Confidential

Last Revised on 11/20/07 VERSION 1.7 FINAL

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Information Technology System Runbook Performance Management 10.1

Review and Signoff


Owner: John Smith Area of Interest Application Integration Application Support Business Continuity Data Management Team Desktop Infrastructure Desktop Support ETL Helpdesk (Siemens) Information Security OCI Manager (Siemens) Online Banking Server Support UNIX Services* WebSphere Application Support Business Continuity Business Continuity Business Continuity Online Banking Risk Management Server Support Technology Service Center Production Readiness Problem Management Individual(s) John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe John Doe Purpose Approve Approve Approve Approve Approve Approve Approve Approve Approve Approve Approve Approve Approve Approve Response Approved 11/10/07 Approved 11/10/07 Approved 11/10/07 Approved 11/10/07 Approved 11/10/07 Approved 11/10/07 Approved 11/10/07 Approved 11/10/07 Approved 11/10/07 Approved 11/10/07 Approved 11/10/07 Approved 11/10/07

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John Doe

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Review Review Review Review Review Review Review Review Review Review

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Approved 11/10/07 Approved 11/10/07 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

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