CCPulse Genesys

CCPulse+

Session Objectives

By the end of this session, you should be able to:
Log into CCPulse+
Recognize the Toolbar icons and understand their functions
Redefine and Create New Workspaces as your requirements change
Create templates for new views and workspaces
Apply existing templates to chosen ‘objects’
Manipulate the CCPulse+ window views as required
Use workspace views to monitor your current Contact Centre
productivity
Create Historical Views
Apply Thresholds and their associated Actions to chosen statistics

ABN 71 061 297 978 © Copyright 2005 Nexus Training Solutions 1

Name: QUT_CCPulse+.doc Release Date: 28/06/2005

Contents

Objectives………………………………………………………………Page 1

Overview. ………………………………………………………………Page 3

Logging In………………………………………………………………Page 4

Toolbar….………………………………………………………………Page 5

Terminology……………………………………………………………Page 7

The Workspace View…………………………………………………Page 8

Creating a New Workspace…………………………………………Page 10

Creating New Templates…………………………………………….Page 15

Applying Templates………….………………………………………Page 21

Monitoring Extended Current Status…………..…………………Page 23

Creating Historical Views…………………………………………..Page 24

Thresholds & Actions…………..……………………………………Page 29

Activities…………..…………………………………………………...Page 36

Notes…………..………………………………………………………..Page 37



CCPulse+ – an Overview
What is CCPulse+?

CCPulse+ stands for Call Centre Pulse. As the name suggests, it is a real
time management system for measuring how calls are being handled in
your contact centre.

CCPulse+ provides information on how call handling operations are
proceeding, while at the same time identifying any trends that may be of
concern or that may require action.

It has the capability to deliver a wide and varied group of statistics that
help you to monitor how you are progressing. In addition, CCPulse+ is
able to deliver historical views of statistical information.

Why do I need CCPulse+?

CCPulse+ provides you with an insight into what is happening in terms of
telephone activity within your team and down to an individual level.

As a supervisor or team leader you will be able to see whether your team
members are logged in to take calls or engaged in other tasks. CCPulse+
will also give you statistics on the total number of calls handled and
abandoned, as well average handling times, status information and
summary information. Therefore, you will have access to a vast array of
statistics, allowing you to be more proactive in the management of your
contact centre.

You will be able to choose:

• What items you wish to monitor

• What type of information or statistics you wish to display

• In what format you would like the information to be displayed.



Logging into CCPulse+
To log in to CCPulse+, click on the CCPulse+ icon from your desktop.
This will produce the following screen:

The details contained under the Details tab contain information about the
way that CCPulse+ is configured at this site and should not need to be
changed.

When you choose ‘OK’, Genesys CCPulse+ should now start to run.

When you have logged in, CCPulse+ will appear on your screen as
follows:

The screen is always blank when you first log in.



The CCPulse+ Toolbar
The following icons appear on the CCPulse+ toolbar:

The options for each icon are also repeated on the menu items above the
toolbar.

This is the ‘New’ icon. Choosing this option will allow you to create a new
workspace view.

This is the ‘Open’ icon. Choosing this option will allow you to select from
a list of existing templates.

This icon when selected will give you the option to save an existing
workspace that is currently on the screen.

These three icons allow you to select which views you wish to see in the
workspace: Tree Views, Table Views and Graph Views. You can choose
all three, or only one. They will be greyed out until a workspace has been
opened, at which time they will become active.

The Settings icon will allow you to view existing configuration settings -
most of which will not need to be changed. The type of information that is
contained here includes how often CCPulse+ will update the screen
views, and the meaning of icons that may be associated with Agent’s
names from time to time.

These four functions can also be found under the ‘Tools’ menu option.
They are ‘wizards’ designed to step you through the process of creating
new views and refine CCPulse+ monitoring.



This is the ‘Peek Statistics’ icon. The Peek Statistics icon updates or
‘refreshes’ all statistics when you press this button.

The ‘About’ icon simply allows you to see the current version of Genesys
that is in use at your computer.

This is your help icon. The Help menu in CCPulse+ will allow you to
search on key items with which you require assistance, or to give you an
overview of CCPulse+.



CCPulse+ Terminology
It is worth taking a moment to understand the terminology used when
working with CCPulse+.

Objects

An object is an item that you wish to monitor. This might be a person
(or ‘agent’), a group of agents, or perhaps a queue or even several
queues. These objects will have been set up originally in the
Configuration Manager Environment (CME), which we can then
monitor in CCPulse+. When you open up a new workspace in
CCPulse+, you will be asked to select which of the available objects
you wish to monitor. Once these objects are selected, they will
appear in the top left-hand view pane of the workspace. You can
then apply templates to whichever of these objects you wish.

Workspaces

When you choose a set of objects to be monitored, you then create
what is known as a Workspace.

Views

The views are the portion of the workspace that contain selected
objects (the “tree view”) and the tables and graph displays. Thus
views are another word for real time report.

Templates

You can choose what statistics you want to use and how you want
them displayed (graphs, pie charts, etc) by creating a template. This
template can then be applied to a selected group of objects in the
workspace. Thus by putting objects and templates together in this
way, you produce a view. The advantage of separating objects and
templates is that you can use the same templates many times over
by applying them to different objects.



The CCPulse+ Workspace View
In order to view an existing workspace in CCPulse+ you will need to
choose the ‘open’ icon from the toolbar, or alternatively you may select
‘File’ and then ‘Open’.



Your workspace view will look similar to the one below:

• The screen is divided into 3 main areas: Objects, Monitoring
extended status, and the workspace view. The workspace view is
further divided into the Tree View, the Table View and the Graph
View. You can hide or show these views by using the appropriate
view buttons from the Toolbar.

• On the right side of the screen you can see the various views that
are available - this is where real time reports are viewed. From
the middle window View Pane (the ‘Tree View’) you can select the
different items that you wish to view on the right-hand side as
tables or graphs, depending on your preference. The Tree View
will also allow you to rename these views. Simply right mouse
click on the first item in the Tree View (the name of the current
view) and choose “Rename Document”. This will allow you to
type over it with the new name you have chosen. Now the view
name will change on the Tab at the bottom of the workspace.

• If you wish to select more than one report template, repeat the
above procedure by opening another existing template. At the
bottom of the template window View Tabs will appear allowing you
to swap between workspace views.

• Several reports/views may be viewed at the same time.



Creating a New Workspace
There may be times when you decide that the objects available to you on
your workspace view are not appropriate for your needs. If this is the
case you will need to create a new workspace and select the appropriate
objects. Firstly, select the ‘New’ icon on your toolbar:

This will produce the following ‘Select Stat Server’ screen:

This information should not need to be changed, so choose ‘Next’.



You will now be presented with the following screen:



Expand out the various components for selection and make sure that any
objects that you require are ticked:

The most important components are usually Agents (under Persons) and
Queues and Virtual Queues (under switches).

Now choose ‘Next’.



Once again, you will need to expand out and tick the required
components from the following screen. The system will remember the
previous setup and will already have a large number of required objects
selected. You will need to check that they include the ones you want.

Now choose ‘Finish’.



Your workspace screen will now load up the objects that you have
selected to view, and your screen will appear similar to the one below:

You will now need to apply a template the objects to create a workspace
view. If no templates already exist, you will be required to create them.



Creating New Templates
Before you can view a workspace, you will need to decide what statistics
you would like to view, and what objects you like to monitor. A template
allows you to choose this information. To begin to set up a new
Template, click on the ‘Template Wizard’ icon, or select it from the ‘Tools’
menu.

You will now be presented with the Template Wizard Window, which will
appear as follows:

Firstly you will need to select from the list of available objects – allowing
you to choose what group your template should be applied to. Next,
choose an available template OR you may opt to Create a new template.



‘Creating a new template’ will allow you to define your template by
choosing which statistics you would like to see. The ‘Template Definition’
window will look like this:

First, You will need to name your new template and name the group of
statistics that you have selected. By naming a particular group of
statistics, you can then reapply the same group of statistics to a different
object selection when setting up another template in the future.



Now that you have selected the statistics that you want to see by clicking
on them in the ‘Available Statistics’ box, and then clicking on the arrows
to copy them into the ‘Requested Statistics’ box, (as shown below) you
should be able to choose ‘Next’:



If you are also intending to create historical views from this template you
will also need to create Historical associations within the Template
Definition dialog box. Once you have copied the relevant statistics into
the ‘Requested Statistics’ pane, highlight the statistic for which you
require historical reporting, and then select ‘Properties’. This will bring up
the Statistical Dialog box as shown:



Select the ‘Historical Association’ Tab. Your screen will appear like this:

Select the drop-down menu to the right of the statistic field. You will now
have a list of relevant statistics. Ensure that you select the appropriate
description for your statistic and then choose ‘apply’, and then ‘ok’.

You will now be able to select ‘Next’.



The following screen will then appear:

Once you have selected the settings that you require, you should now be
able to choose ‘Finish’. CCPulse+ will then send you a message telling
you that you have successfully created a new template.



Applying Templates
Once you have existing templates created in CCPulse+, you then need to
choose the objects to which you wish to apply these templates. Available
objects are shown on the left-hand upper window of the CCPulse+
workspace. To select an object, use your left mouse button to click and
highlight the chosen object. You may select more than one object by
using the ‘ctrl’ or ‘shift’ keys in conjunction with your mouse clicking. For
example, if you would only like to select a few of the staff listed in your
team, you can hold down the ‘Ctrl’ key and select them one at a time.
Alternatively, if you would like to select them all, select the first, hold down
the Shift key and select the last. Once you are satisfied with your
selection, you then need to right mouse click on the highlighted selection.
You can then choose to ‘Create from Template’.

Next, select the template you wish to apply from those available and
choose OK:



This will produce a second workspace view as shown below – you will
notice that there is a new tab at the bottom of the screen. Once again,
you can rename this tab by clicking on the view name in the ‘Tree View’.
The tabs will allow you to switch between the views that you require.



Monitoring Extended Current Status
The Extended Current Status window allows users to monitor selected
objects in real-time. Only one object at a time can be monitored in detail.

1. Select the Object to be monitored.

2. Right mouse click on the selection and a drop down menu will
appear.

3. Select Monitor Extended Current Status.

Select the
Object you
require

Selected object
is monitored
here

The first arrow above shows where you would select an object. The
second arrow shows where the chosen object is monitored. The Monitor
Extended Current Status view will look like the one below:



Creating Historical Views

In addition to real time reporting, CCPulse+ also allows you to view
historical information. In order to view historical details, you will need to
follow these steps:

1. Select the Object to be monitored.

2. Right mouse click on the selection and a drop down menu will appear.

3. Select ‘Create Historical View’, as shown below:



Before you can create historical views the relevant templates will need to
be modified to include ‘Historical Associations’. This tells CCPulse+ to
include historical information as part of the data it is searching for. If no
such Historical associations exist, you will be presented with the following
message:

An explanation of how to create Historical associations is included under
the ‘Creating Templates’ section of this manual and is to be found on
page 18.



If historical associations do already exist, then once you have selected
the option for ‘Creating Historical Views’ you will be presented with the
following screen:

This screen allows you to choose from the available Templates. The
templates available depend upon what statistical information is required
by your organization. In this case we have requested statistics that fall
under the ‘Queue’ category. Once you have clicked on your selection,
choose ‘Next’ at the lower right-hand corner of the dialog box.



You will now have the opportunity to select the time intervals that you
require. The default setting allows you to view Daily intervals for the last
week, but if you require different time parameters you may select them
here.

Once you have selected the time parameters to suit your requirements
you will proceed by clicking on ‘Finsh’.

The historical view that you have created will now appear.



On occasion, you may see the following message, which indicates that no
historical data was found pertaining to the object that you selected for the
time interval you specified. To see data consider widening or changing
the specified time interval at the Time Intervals dialog box.



Thresholds and Actions
Thresholds allow you to place a limit on a statistic, so that a signal (or
action) will be triggered when the limit is exceeded.

For example, you might wish to be notified when a particular time limit
has been exceeded. We may decide that we would like the CCPulse+
screen to change colour when this occurs. This colour change would be
the action associated with the threshold that we have determined.
Examples of statistics that might have thresholds applied to them
include:

• Too many calls waiting in the queue

• An agent who has been in After Call work mode over a specified
time.

• Calls waiting in the queue that have exceeded a specified waiting
time.

There are three steps involved in creating and applying a threshold and
the associated action:

1. Create a Threshold using the Threshold Wizard

2. Create an Action using the Action Wizard

3. Apply the created Threshold/Action to the chosen statistic.



Creating a Threshold

Choose the Threshold Wizard icon from the toolbar:

The following selection window will appear:

You will need to select your objects under the ‘Available Object Types’.
For example, if we wish to set a threshold on a queue statistic, we would
choose ‘Queue’ in the available objects. When setting up a new
threshold (rather than one of the default thresholds), ensure that ‘New
Script’ is checked, and then choose ‘Next’.



You will now see the following window:

Enter the name for your threshold in the ‘Threshold Name’ field.

Next, you need to change the script in the Threshold Script Pane. This is
written in Visual Basic (VB) programming language, which requires exact
wording in a specific format. However, you can still enter basic
information for simple thresholds. The ‘=’ sign will need to be replaced
with a ‘greater than’ (>) sign if we wish to have a threshold that signifies
when a limit has been exceeded. The information contained in the
brackets: ‘<Value for Comparison here>’ will need to be deleted and the
figure that you have in mind placed here.

For example, if we wish to have a threshold set up for greater than the
value ‘10’, we would delete the brackets and everything inside them, and
replace them with ‘10’, and the ‘=’ sign would be replaced with a ‘>’ sign.

On the right-hand side of this pane there is a button titled ‘Execution
Data’. When you select this, you will then need to enter a number greater
than ‘10’ and click ‘OK’.

Now click ‘Test’. You will get a message that says: “Script Returned:
True”. Click ‘OK’ to exit the message box, and choose ‘Finish’. You will
now receive a message that your script has been created. Click ‘OK’ to
exit the Threshold Wizard.



You have now changed a Visual Basic Script. It is usual that a developer,
or someone onsite who knows VB scripting may be utilized to set up
whatever thresholds are most useful to your contact centre.

Creating an Action

Choose the Action Wizard icon from the toolbar.

The following window will appear on your screen:

In the Action Selection window, click on the action that you would like to
activate in the Available Actions pane. The most commonly used is
probably ‘Set Colour’, or you might choose a specific colour from here.

In the options window, select ‘New Script’ and then click ‘Next’.



You will now be presented with the following screen:

In the Action Creation page type a name for your Action in the Action
Name Field. For example, you may choose to name your action
‘SetColourYellow’.

Next, in the Action Script Pane inside the parentheses it says,
‘Colour.DarkMagenta’. Delete ‘DarkMagenta’ and type ‘Yellow’ (or other
colour of your choice). (Tip: to see what colours are available, choose
‘Modify Script’ in the previous Action Selection window). Leave the
parentheses as is. Now choose ‘Test’. If the VB script has been
successfully changed, you will be sent a message to tell you that it has
been tested successfully. Click ‘OK’, and then ‘Finish’. A message will
be sent to tell you that your script has been created. Click ‘OK’ to exit the
Action Wizard.



Applying the Threshold/Action to a Statistic

Firstly, you will need to ensure that your workspace is open. Choose the
object on the screen to which you wish to apply the threshold by clicking
on that object, which will highlight it. Then, you need to right-click on that
object with your mouse. A box will appear that enables you to choose
‘Threshold’. Once you have done this, the following box will appear:

The name of the threshold that you previously created will appear on the
top left hand side of the Threshold/Action Association window. Select it
with your mouse, and then choose the double-arrow key to move it to the
right-hand ‘Applied Thresholds/Actions’ pane. Now look under the
‘Available Actions’ on the lower left-hand side of the window. Choose the
Action that you previously named (e.g.’SetcolourYellow’) and click the
double-arrow key to place that action into the ‘Applied
Thresholds/Actions’ pane.



When the thresholds and actions have been selected, it will appear like
the one below:

When you are satisfied with your selection, simply choose ‘OK’.

You have now associated the Threshold and Action with a particular
statistic. If it has been successful, you will see a ‘scroll’ icon next to the
chosen statistic to let you know that there is a threshold set up on that
statistic. The tables next to those statistics will change colour when the
chosen statistic has been exceeded. The scroll icon will look like this:



Activities
1. Apply an existing template to a group of agents that you wish
to view and produce a Workspace view for them.

2. Switch between ‘Tree View’, ‘Table View’ and ‘Graph View’.

3. Choose a particular agent that you wish to view (in the Tree
View) and view more specific statistics for that agent in the
Workspace. Locate the information pertaining to their
Current Agent State, as well as calls handling and Average
Times.

4. Select an Object for which you wish to ‘Monitor Extended
Current Status’.

5. Create a New Agent Template using the Template Wizard,
selecting the statistics and objects that you require for each
agent.

6. Set up a New Workspace from scratch, by using the ‘New’
icon on your toolbar. You will need to select the objects you
are interested in viewing, and once you have done this, you
will need to apply an existing template to the objects that you
require. When you are satisfied with the workspace that you
have created, save this Workspace and give it a name so that
you can access it in the future.



Additional Notes…



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