Welcome to the latest edition of The Intelligent Spin, the Symmetrics newsletter that provides you with reporting, analysis and performance management information. About the newsletter
NEWS AND EVENTS

Webinar: Improve your Nortel contact center reporting and analysis capabilities (repeat)

Wednesday November 29th, 2006 - 9am Pacific/noon Eastern

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.

Read the full description or Register now

Special Q4 incentive program extended, valued at $5K

The nVISION Data Mart Q4 Incentive Program has now been extended to December 15th, 2006.  If your organization commits to purchasing the solution prior to this date, your company will receive:

·	1 custom developed call-by-call report (built to your specification)
·	Symmetrics Performance Report Bundle for SCCS/CCMS, including: Application Performance, Skillset Performance and Parameterized Daily Skillset Summary

Contact sales@symmetrics.net

Customer Wins: Contact Centers continue to adopt the nVISION Data Mart

Optimus/Sonaecom (Lisbon, Portugal): The nVISION Data Mart will address their complex call-by-call data analysis requirements, and consolidate data from their two Nortel CCMS/SCCS servers, enabling better and easier operation-wide reporting.

Ontario Provincial Police (Toronto, ON): The OPP is implementing the nVISION Data Mart in order to do more extensive call-by-call/cradle-to-grave call analysis for their Nortel call center, as well as to archive data for longer periods from their 10 CCMS/SCCS servers.

Kaiser Permanente (Los Angeles, CA): The nVISION Data Mart will address their need for enhanced call-by-call data analysis and data archiving for their 3 Nortel SCCS servers.

View our customer stories or Contact us
Partner Success: Symmetrics welcomes another reseller partner

NetVersant and Symmetrics have entered into a reseller partnership whereby NetVersant can resell all nVISION products and services to their customers.

Learn more about our partner program or partners@symmetrics.net


CCMS/SCCS REPORTING TIPS & TRICKS

Tips and Tricks #1: Sorting Agent Logins and Varying Lengths

Challenge: Your organization assigns Agent Logins that are both four and five digits long. You want to sort the Logins in numeric order but the results are wrong. For example, the logins may print like this:

3440
34401
34402
34404
3556
3559

Solution: Because the Agent Login field is a string field, the numbers sort in ASCII order rather than numeric. So the field must first be converted to a number. In the formula editor write the following formula (this example uses iAgentPerformanceStat):

ToNumber {iAgentPerformanceStat.AgentLogin}

Place that formula on your report instead of the AgentLogin field, and sort on the formula field. Your Logins will then be sorted in numeric order.

For support inquiries email us at support@symmetrics.net

Tips and Tricks #2: Linking "tables" in CCMS/SCCS

Challenge: One of the most common misconceptions in CCMS/SCCS call center report design is that any "table" listed in the data dictionary can be linked with any other. It's a valid assumption, but linking outside the Entity Relationship Diagram can easily produce inaccurate results. The reason for this is that a "Table" like iAgentPerformanceStat is actually a view; a compilation of fields from many other tables. So is iAgentBySkillsetStat. It's likely that these two views were compiled using at least a few of the same fields. So linking them together essentially can give you the same data twice.

Solution: There is a workaround which allows a report to be created with views that cannot be linked. The subreport feature allows you to display unlinked data within the same report, and is commonly used to address the entity relationship issues that arise with CCMS/SCCS.

For support inquiries email us at support@symmetrics.net

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:

CONACT 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