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    MTN - ZB - HH - BRD Updated

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    Dhruv
    This document provides instructions for downloading performance reports from an Avaya server, including agent efficiency, application delay, and custom queue reports. It describes the steps to format, calculate, and analyze the raw report data in templates like defining formulas, filtering, renaming columns. The templates are then refreshed and snapshots of the summaries are sent via email.

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    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd

    MTN - ZB - HH - BRD Updated

    Uploaded by

    Dhruv
    28 views32 pages
    This document provides instructions for downloading performance reports from an Avaya server, including agent efficiency, application delay, and custom queue reports. It describes the steps to format, calculate, and analyze the raw report data in templates like defining formulas, filtering, renaming columns. The templates are then refreshed and snapshots of the summaries are sent via email.

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    MTN_ZB_HH_BRD Updated

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    This document provides instructions for downloading performance reports from an Avaya server, including agent efficiency, application delay, and custom queue reports. It describes the steps to format, calculate, and analyze the raw report data in templates like defining formulas, filtering, renaming columns. The templates are then refreshed and snapshots of the summaries are sent via email.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    28 views32 pages

    MTN - ZB - HH - BRD Updated

    Uploaded by

    Dhruv
    This document provides instructions for downloading performance reports from an Avaya server, including agent efficiency, application delay, and custom queue reports. It describes the steps to format, calculate, and analyze the raw report data in templates like defining formulas, filtering, renaming columns. The templates are then refreshed and snapshots of the summaries are sent via email.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    You are on page 1of 32

    Ni

    Schedule

    Downloading bot
    Data source
    Cisco VPN

    Avaya Server.

    Avaya Server.

    Avaya Server.
    Templates Source

    Dumps Downloaded from Avaya Server

    Provided Templates

    Provided Calculators

    Sheet name

    Agent Efficiency Interval Wise


    SS Agent Calc
    Custom Queue Interval Wise
    MTN- ZM Custom Queue
    Interval Wise Template

    MTN- ZM HH SkillSet Calc

    Application Delay Before Abandon


    MTN- ZM Application Delay Before Abandon
    Template
    Bucket Wise abandoned Calc

    Bucket Wise abandoned Calc

    Half Hourly TOP 20- June, 2021

    Half Hourly Mid 30- June, 2021

    Half Hourly BOTTOM 50 - June,2021

    MTN ZM Wayforward Dashboard- June,2021


    Half Hourly Overall- June,2021(Summary)

    (Half Hourly Overall )Summary

    Zambia MTN Wayforward Dashboard : overall IB

    (Half Hourly Overall )Summary


    Zambia MTN Wayforward Dashboard : overall IB

    (Half Hourly Overall )Summary


    Zambia MTN Wayforward Dashboard : overall IB

    (Half Hourly Overall )Summary


    Zambia MTN Wayforward Dashboard : overall IB

    (Half Hourly Overall ) Graphs


    Nigeria Half Hourly

    Report creation time


    Daily

    File name

    Agent Efficiency Interval Wise

    Application Delay Before Abandon


    Interval Wise

    MTN_Custom Queue Report Interval


    Wise
    Templates Name

    Agent Efficiency Interval Wise

    Application Delay Before Abandon


    Interval Wise

    MTN_Custom Queue Report Interval


    Wise

    MTN- ZM Custom Queue Interval Wise


    Template
    MTN - ZM HH Application Delay
    Before Abandon Template.

    MTN-ZM HH Agent Calc


    MTN-ZM HH Skill Sekt Calc
    Bucket Wise abandoned Calc

    Half Hourly MID 30- June, 2021


    Half Hourly BOTTOM 50 - June,2021
    Half Hourly TOP 20 - June, 2021
    Half Hourly Overall - June,2021

    Excel cells(Row/Col)

    All Data Present in the


    sheet

    Column A
    Column B

    Column C
    Columns B and C

    Column C

    Column D

    Column C
    Column D
    Column B

    Select all Data


    Column A

    From Column (V to X)

    Select All Data

    Row 1-4

    Row 6
    Row 2

    B1

    G,H

    G
    G
    H
    E,F
    Select all data

    Column D

    Select All Data


    Column

    Column A

    Column E

    Column : A, B, C,D

    All Data Present in the


    sheet

    Column A

    Column B

    Column : H, I, J

    Column D

    Column : A, B, C
    Column: B, C
    Column A
    A1
    A2

    Refresh All

    Column A

    Change Date
    Pivot Refresh

    Change Date
    Pivot Refresh
    Change Date
    Change Date

    To Match the numbers


    Column D

    Row 3

    Column E
    Row 6

    Column F
    Row 7

    Column F
    Row 13

    Calculator should be updated and then Refresh Alt +A+R+A


    Nigeria Half Hourly

    Frequency
    Once

    Steps to be performed Exception/error handlings


    Connect VPN

    Login to Avaya - Go to Reports -- Agent


    Performance--Agent Efficiency
    Select data range -- Interval Wise -- All
    Intervals From 03:30:AM to 03:30 AM - From
    Day 1 to Day 0-- Run Now
    Export to Excel-- Save As Agent Efficiency
    Interval Wise

    Login to Avaya - Go to Reports--Others--


    Application Delay Before Abandon
    Select data range -- Interval Wise -- All
    Intervals From 04:30:AM to 04:30 AM - From
    Day 1 to Day 0-- Run Now
    Export to Excel -- Save As -- Application Delay
    Before Abandon Interval Wise

    Login to Avaya - Go to Reports --Others--


    CC_Report_Custom_Queue

    Select data range -- Interval Wise -- All


    Intervals From 04:30:AM to 04:30 AM - From
    Day 1 to Day 0-- Run Now
    Export to Excel-- Save As -- Custom Queue
    Interval Wise
    Steps to be performed Exception/error handlings

    Select all data and press Wrap text.


    Then press Merge and center.
    Delete The upper Rows (Unnecessary rows)

    Apply Formula To Column A


    (IF(LEFT(B2,5)="Agent",B2,A2))
    Drag Till End Of The Column

    Apply formula To column B (=Right (A3,6))

    Trim the Column C(=Trim(B3))


    Drag Columns

    Apply Filter
    Filter The Column C With the Intervals .
    ( Uncheck Agents, Blanks)

    Filter The Column D With the Current Intervals


    . ( Uncheck Dates, Agents, Blanks)

    Rename Column C as Agent ID


    Rename Column D as Time Interval
    Rename Column B as Date
    Manually Insert the date for Day-1
    Select All the Data from Column A

    Paste to the different Sheets


    Select All The And Press F11

    Select All The data


    Adjust The Width And The Height Of all the
    Select Data
    Adjust the Format Of All The data
    ALT +DEF to All the Columns Which Contains
    the Time

    Copy The Furnished Agent efficiency Data

    Copy all the data from the raw File


    Paste above the data at end of the data. The
    dump shall be paste special as formats

    Drag and drop the formula

    Drag Column (S, T and U)

    Apply VLOOOKUP From the attendence File.


    Drag the above columns to the end

    Breaks the Links of the Above File.


    Filter at Column (V)and (W) #N/A to (-)
    Filter at Column (V) and ( W) NA to (-)

    Refresh The Calculator

    Select all data and press Wrap text.


    Then press Merge and center.
    Delete The upper Rows (Unnecessary rows)

    Delete All rows below row 6


    Delete Row 2

    Rename Column as 'SkillSet'


    Remove Empty Columns

    Select Both column


    ctrl+G
    Alt+S+k then Enter
    to blank cell then = Ctrl+ uparrow (G4) and
    ctrl+Enter
    Alt+e+s+V
    Delete Column
    Delete Column
    Autofit using Alt H+O+I
    Apply filter (Alt H+S+F)
    Uncheck the following by using filter:

    Copy All The data To Different Sheet .


    Delete The Empty Columns

    Interchange The Columns A And B


    Copy all data

    Select Column
    Paste the Copied Data from Custom Queue
    interval to Custom Queue Interval wise
    Template.

    Drag Till End Of The Columns A,B, C, D

    Paste above the data at end of the data


    Drag the above columns to the end
    Refresh The Calculator

    Select all data and press Wrap text.


    Then press Merge and center.
    Delete The upper Rows (Unnecessary rows)

    Apply Formula To Column A


    (IF(LEFT(B2,11)="Application",B2,A2))

    Drag Till End Of The Column

    Replace: Application: ----> ' '(Null)


    Replace All

    Filter The Column B by Selecting All the


    Interval of the Day.

    Select All the Data.


    Paste to the different Sheets
    Select All The And Press F11

    ALT +DEF to the Columns

    Select All data.


    Copy Data

    Select Column
    Past the Copied Data from Application delay
    Before Abandon to Application Delay before
    abandon Template

    Drag Till End Of The Columns A,B, C,


    Filter: Select Intervals Only
    Add Column
    Enter Time- 3:30 AM
    IF(D2<$A$1,B2-1,B2)

    Alt+A +R + A

    Alt + G and Enter "a99999"


    Drag the column A with formula
    Ctrl + D
    Apply Check or Refresh All

    Go to Edit Links
    Update Values
    Alt + A+R+A
    Refresh All

    Alt + A+R+A
    Refresh All

    Go to Edit Links
    Update Values
    Alt + A+R+A
    Refresh All

    Go to Edit Links
    Update Values

    Alt + A+R+A
    Refresh All

    Send and email Snapshot

    To Match data : Forecast

    Here data will be overall : Number should be same as Half Hourly sheet )

    To Match data :Call offered


    Call offered

    To Match data :Call Answered


    Call Answered

    To Match data : Actual AHT


    Average handling time

    dated and then Refresh Alt +A+R+A


    To send in Snapshot
    If by chance ungrouped then group it otherwise only one will be updated
    To group Ctrl + click on all on by one and right click--> group --> Group
    Comments/Requirements

    http://172.16.216.66/CCMALogin/Home/Login

    Avaya portal login credentials.


    Comments/Requirements

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