Welcome to the latest edition of The Intelligent Spin, the newsletter that keeps you up to date on the latest and greatest here at Symmetrics and the world of reporting, analysis and performance management for the contact center.
About the newsletter

NEWS & EVENTS

Webinar: Improve Your Nortel Contact Center Reporting and Analysis Capabilities with the nVISION Data Mart

Wednesday August 1st, 2007 - 9am PT/Noon ET
Join us for this web seminar to learn about the Symmetrics nVISION Data mart solution, specifically designed for the Nortel Contact Center (formerly call Symposium) environment.
More Info/Register Now

Symmetrics Continues to Grow its Customer and Partner Community

Symmetrics continues to add both new customers and partners to its growing nVISION Contact Center Performance Management community.  Recent customer wins include City of Los Angeles, Kaiser Permanente, Ontario Provincial Police and excelleRx.  More Info...

New partners who have have selected our solutions to include in their offerings to customers include TELUS in Canada and Ronco and NetVersant on the US. More Info...

Trying to Build Internal Reporting Expertise? Symmetrics Has the Training You Need

Are you trying to build more internal reporting and analysis expertise to better leverage the information in your Nortel Contact Center? Symmetrics is offering the following upcoming educational offerings:

• Report Design for Contact Center Manager/Symposium (Classroom Training)

  Chicago, IL: July 23-27, 2007

More Info/Register Now

 

• Nortel Contact Center/Symposium Reporting Overview (Web Seminar Series)

  Aug 2, 9, 16, 23 and 30, 2007 (Thursdays)

More Info/Register Now

INDUSTRY MUSINGS

Knowing What to Measure - The First Step to a Contact Center Reporting Strategy

Today's best performing contact centers realize that before considering HOW to measure, they must know WHAT to measure in order to achieve their goals. Measuring absolutely everything in a contact center is both impossible and potentially counterproductive, as too many measurable metrics will lead to less focus and dilution of effort. To be successful, your contact center must be able to "avoid the noise" of the myriad of available metrics and data and focus on key indicators that truly impact and reveal key insights into actual performance and customer experience. CallCenter Magazine published an excellent article on this topic.

Read Full Article (from CallCenter Magazine)

TIPS & TRICKS

Linking Options for CCMS/SCCS Data in Crystal Reports

Understanding what tables (or views) can and cannot be linked in Nortel SCCS/CCMS is crucial to the integrity of your reports. To address that issue, Nortel publishes a number of technical documents, including an Entity Relationship Diagram specifying which tables can be linked together. Be sure to consult the documentation that pertains to the release of SCCS you're using, (i.e. Release 5.0 versus Release 6.0). If you're building a custom Crystal Report and already consulted the documentation to verify you're linking tables together that will yield accurate results, the next step is to understand the linking options within Crystal Reports.

Anytime you have chosen two or more tables to base your report on, Crystal Reports automatically shows you the default relationship it has chosen for you in the Visual Linking Expert (this term may vary slightly depending on the version of CR you are using). Using a "best guess" approach, Crystal Reports establishes a link between all common fields between the tables. This feature is called Auto-SmartLinking. It's likely you won't want a link between all common fields, so it's important to know how to turn Auto-SmartLinking off. Choose File | Options, then on the Database tab, uncheck the Auto-SmartLinking option. Click "OK" to return to the report design window. Now you can return to the Visual Linking Expert by choosing Database | Visual Linking Expert and build the relationships between the tables as you want them.

ABOUT SYMMETRICS

Symmetrics is changing the face of Business Intelligence. The company develops best of breed analytical software applications and provides a range of Business Intelligence services and solutions. Strategic partners include Business Objects, Microsoft, Nortel, IEX and others. Symmetrics helps customers realize their visions by providing reporting, analysis and performance management solutions that turns data into useable information, ensuring they can make mission critical decisions in a timely manner. With particular expertise in the Contact Center marketplace, Symmetrics is uniquely positioned to help customers improve contact center efficiency through effective analysis of performance trends and the optimization of their operations and workforce.

Visit us at www.symmetrics.net


ABOUT OUR NEWSLETTER

The Intelligent Spin, keeping you informed

The goal of our newsletter is to provide you with valuable BI resources and also provide you with information on Symmetrics' activities you can leverage. Our new newsletter is provides information to our:

CONTACT CENTER contacts: many of our articles are geared towards our contact center contacts – including our existing and potential customers, partners and associates. These articles will help you learn how to extract relevant information from your contact center systems, including your Nortel, IEX and other contact center applications. You’ll be able to read about reporting tips, contact center–specific BI information and updates on our nVISION solution suite.

ENTERPRISE contacts: we also have articles that are geared towards our consulting and training contacts. For those of you who leverage our expertise in BI across their entire enterprise, we will provide you with relevant information on BI as well as tips and tricks on the Crystal/Business Objects suite of products to make your reporting tasks a little easier.

Let us know what you think: spin@symmetrics.net