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Workforce Management Interface 

 

Main Screen 

Data Collection 

Every 15 minutes or on demand, the data is collected and a file is produced 
in the C:\Program Files\Avaya\IP400\CCC\BluePumpkinInterface\ACDLink 
directory.  The file is saved as a CSV (Comma Separated Variable) file.   

The file format is: 

 

File Format example:  ARI200002141330.csv 

 

Example of data in the CSV file: 

0, Date: 20010510 

 0, Time: 13:45:00 
1,0,0,0,9,0,0,0,0, 


1,4750,44,0,73.07,44,68,0,9, 


1,6999,0,0,0,0,0,0,0, 
9,***End of Data***. 
 

Description of data message: 

0, Date: YYYYMMDD 

- start of data message 

 

0, Time: HH:MM:SS 

1, dn, First I/C Present, Lost, PCA, GOS, Num Call Transactions 

Ans Avg And Time, Avg Talk Time, Avg Wrap Time (this figure is 
always zero), Staffing Level. 

9 - end of data message 

 

Note: To view the contents of the above files, use Windows Notepad. 

Workforce Management Interface 

Page 7 

Installation/User Manual 

38DHB0002UKFD Issue 4 (18/07/2002) 

Summary of Contents for 38DHB0002UKFD

Page 1: ...Workforce Management Interface Installation User Manual 38DHB0002UKFD Issue 4 18 07 2002...

Page 2: ...Installation User Manual 38DHB0002UKFD Issue 4 18 07 2002 Contents Introduction 3 General 3 Forecasting 3 Rostering 3 Scheduling 3 Workforce Management Interface 4 Installation 4 Starting the applica...

Page 3: ...e expected agent provision taking into account known absences and other shift changes to calculate the expected quality of service that will be available to the contact centre s customers Rostering Ro...

Page 4: ...ation complete screen will show OR If you are installing the program onto a PC running either Windows 95 or Windows 98 you may be asked if you want to install DCOM98 This software is required so you n...

Page 5: ...he required Delta Server and then click Connect If your required Delta Server is not listed then click Advanced Select one of the search options and then click Search then select the required Delta Se...

Page 6: ...ed on the Call Center View Num of Call Transactions Ans The number of times that targeted group or agent answered an incoming call Staffing Level The number of available agents i e the number of agent...

Page 7: ...ta in the CSV file 0 Date 20010510 0 Time 13 45 00 1 0 0 0 9 0 0 0 0 1 4750 44 0 73 07 44 68 0 9 1 6999 0 0 0 0 0 0 0 9 End of Data Description of data message 0 Date YYYYMMDD start of data message 0...

Page 8: ...discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trad...

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