Custom Report Enablement

Nortel Workforce Managment Custom Report Enablement

NN44480-128 . Document status: Standard Document version: 01.01 Document date: 16 October 2009

While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice.

Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks.

All other trademarks are the property of their respective owners. 3 Contents

New in this release 5 Features 5 Introduction 7 Intended Audience for this Guide 7 Standard Conventions 7 Customer support 8 Finding the latest updates on the Nortel Web site 8 Getting help from the Nortel Web site 8 Getting help over the phone from a Nortel Solutions Center 8 Getting help from a specialist by using an Express Routing Code 9 Getting help through a Nortel distributor or reseller 9 Custom Report Enablement (CRE) 11 Prerequisites 11 CRE Resources 12 Reporting Architecture in the Workforce Optimization Solution 12 Parameters 13 Report Creation Process in Cognos ReportNet 14 Custom Report Deployment 14

. 4 Contents

. 5 New in this release

The following sections detail what’s new in Custom Report Enablement NN44480-128) for Workforce Management Release 7.0. • "Features" (page 5)

Features This is the ﬁrst release of this document.

. 6 New in this release

. 7 Introduction

This guide is intended for use by report developers. It is intended to provide you with enough information to create and deploy custom reports that can be run from within the Workforce Optimization Solution. This guide is not intended to teach the basics of computer or software operation or use, and does not contain tutorial information. You are expected to be experienced in working with contact center equipment and software applications as well as PC workstation hardware and software. The document contains the following chapters: • "Custom Report Enablement (CRE)" (page 11)

Intended Audience for this Guide This guide is designed to be used by report developers. They are expected to have the skills and associated experience listed in the following table:

Product Years of Specific Experience Experience Cognos Report Framework 1 Connecting to databases; defining parameters Manager and formulas; grouping Cognos Report Studio 1 Connecting to databases; defining parameters and formulas; grouping Microsoft SQL Server or 2 Creating SQL queries. Select, Join, Outer Join, Oracle Server and Union operations. Creating temporary tables and parametrized queries. Using Datediff, DateAdd, Case, and other SQL functions. Running queries using SQL Query Analyzer or Oracle’s SQL Plus utility. Workforce Optimization Attended the The developer must have attended the Workforce Solution basic training. Optimization Solution basic training.

Standard Conventions The Standard Conventions table highlights conventions used to describe user interaction, as well as special notations.

. 8 Introduction

Area Description Menu Items Menu items are highlighted in bold as in the following example: From the menu, choose File > Preferences > Options. Document Names Other documents are referred to using italics. For example: Refer to the Quality Monitoring 7.7 Installation Guide for more information. Buttons, Functi Specific button or function names are highlighted in bold. The following example ons, and Dialog shows how a button and dialog name are referred to in the documentation: Box and Window Click OK, and then choose the Restore Database dialog box. Names User Variables When the user is expected to type a value, the name of the variable to be replaced is surrounded by <> . The following are examples: The notation refers to the name of your Enterprise Reporting server. When you see this notation, replace it with the actual name of your Enterprise Reporting server.

Customer support This section explains how to get help for Nortel products and services.

Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation, go to www.nortel.com/documentation.

Getting help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support web site: www.nortel.com This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. • download software, documentation, and product bulletins • search the Technical Support web site and the Nortel Knowledge Base for answers to technical issues • sign up for automatic notiﬁcation of new software and documentation for Nortel equipment • open and manage technical support cases

Getting help over the phone from a Nortel Solutions Center If you do not ﬁnd the information you require on the Nortel Technical Support web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

. Customer support 9

In North America, call 1-800-4Nortel (1-800-466-7835). Outside North America, go to the following web site to obtain the phone number for your region:

www.nortel.com/callus

Getting help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:

www.nortel.com/erc

Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

. 10 Introduction

. 11 Custom Report Enablement (CRE)

Reporting in the Workforce Optimization Solution provides web-based reporting capabilities. Web-based reports offer the following advantages: • a centralized location for all reports • the capability to schedule reports to run during off-peak hours • the ability of any Workforce Optimization Solution user with a web browser and proper access to view, execute, and run reports

The purpose of this Custom Report Enablement (CRE) chapter is to provide enough information to allow an experienced report developer to create and deploy custom reports that can be run from within the Workforce Optimization Solution.

Prerequisites You must have the following software and access to software to create custom reports: • Microsoft SQL Server Enterprise Manager. You must be able to connect to the BPMAINDB database with permissions to modify tables and queries. • Workforce Optimization Solution 7.8.0. • The ability to log into the Workforce Optimization Solution as a recognized user. • Cognos ReportNet (CRN) Server version 1.1.414.61 (included on SuiteCD7_RDK). You must be able to connect to CRN as a Workforce Optimization Solution user. • Cognos Report Studio version 1.1. • Access to the computer where the application server for the Workforce Optimization Solution is installed. You must be able to stop and restart the production application server. • Cognos Report Framework Manager.

. 12 Custom Report Enablement (CRE)

CRE Resources The following documents and files are provided as a resource for CRE: • Custom Report Enablement Guide (the PDF document located on SuiteCD7_RDK). • Schema definition for the Workforce Optimization Solution (SuiteCD7_RDK). • Screenshots of the standard reports (SuiteCD7_RDK). • Standard report files (*.xml provided during the training sessions). • Standard report prompt files (*_prompt.xml provided during the training sessions).

Reporting Architecture in the Workforce Optimization Solution The reporting architecture relies heavily on the infrastructure and interface provided by the report server that hosts the reports. Currently, the Workforce Optimization Solution uses Cognos ReportNet server and Cognos Java SDK toolkit. The following ﬁgure shows a conceptual layout of the major components used in the Workforce Optimization Solution reporting architecture for a single-server conﬁguration:

. Reporting Architecture in the Workforce Optimization Solution 13

From your perspective, a request is made to execute a report from the Workforce Optimization Solution through the Web Client in the previous figure. This request is a Hypertext Transfer Protocol (HTTP) message and is passed to the BEA WebLogic Server that is hosting either Scorecards or Workforce Management. This is referred to as the Nortel Web Tier in the figure. The request is then passed along to the Report Framework. The Report Framework is a Nortel component that gathers report requests and provides database services to fulfill those requests. At this point, the request is forwarded to the Cognos SDK client layer. The Cognos SDK creates a related request in SOAP format to the Cognos gateway on the Apache Tomcat web server that is to deliver the request to related ReportNet service(s).

The Cognos gateway maintains a connection with the Cognos backend (services). Although the backend is not specifically designated in the previous figure, it plays a major part in the report request and process since it houses the ReportNet Content Store (metadata model, report definition in .xml format, report properties) and ReportNet security subsystem. The .xml files are the actual Cognos ReportNet design files that specify the layout of the data for each report, and the model, including the data source(s) the report uses.

The security model in ReportNet is integrated with the existing security infrastructure in the Workforce Optimization Solution. It is built on top of the Workforce Optimization Solution Custom Authentication Provider (CAP). ReportNet uses CAP to deﬁne and maintain users and roles, and to control the authentication process. The Workforce Optimization Solution CAP supports two namespaces: WFO_Production and WFO_Whatif.

Based on the request received from the Cognos gateway, the Cognos dispatcher determines which service(s) are needed to fulﬁll the request, routes requests, and distributes conﬁguration changes. Once the ReportNet Server has the necessary output data, it save it in the Content Store and send its properties back to the client. The Report Framework then takes the properties of the report output and uses them to produce an HTTP request to view the report output in a web browser.

Parameters The Cognos Reports development environment lets you create reports that can accept input before the report is run. Parameters are used to communicate between the Cognos Report Net Server and the Nortel application. These parameters are deﬁned in the Cognos report information, and are deﬁned in the Nortel report prompt information. The prompt information indicates the manner in which parameters are prompted for within the Nortel application.

. 14 Custom Report Enablement (CRE)

For a more thorough understanding of the report prompt information, see NN44480 - Report Parameters.

Report Creation Process in Cognos ReportNet Use the Nortel Workforce Optimization Solution Reports Wizard to set up a report development environment.

For creating the report, see NN44480-127 - Creating Reports in Cognos.

Custom Report Deployment Requirements Before you can use the Report subsystem with Workforce Management, you must have Cognos ReportNet server installed on your computer. For more information on how to install Cognos ReportNet using the Nortel InstallShield Wizard for ReportNet, see the HTML-based installation documentation available on SuiteCd1_ApplicationComponents (available through the Autorun file). Also you must have installed Workforce Optimization Solution reports using the Nortel InstallShield Wizard for Workforce Optimization Solution Reports. For more information on how to install these reports, see the HTML-based installation documentation available on SuiteCd1_ApplicationComponents (available through the Autorun file). It is important to understand that all requirements listed below should be satisfied before you start the process of deploying custom reports. • The user should be authorized to deploy custom reports (the privilege Deploy Reports should be assigned to the user). • The report author should prepare two XML files and a properties file for each custom report and put them in a folder: — the file defining the custom report itself. For example: Custom report 1.xml. — the file defining the prompts for the report (has the extension _prompt.xml. For example: Custom report 1_prompt.xml. — the file defining the report name property for each language supported by the report (has the extension _locales.properties. For example: Custom report 1_locales.properties. Sample content of file: en=(en) Custom report 1 en_US=(en-us) Custom report 1 fr=(fr) Custom report 1

. Report Creation Process in Cognos ReportNet 15

The related model used by the custom report should be already deployed on Cognos ReportNet. • Develop and test the custom report using Cognos Report Studio.

Deploying and Undeploying Custom Reports

To deploy a custom report: Step Action

1 In the Reports module, click the Deployment section. A list of Workforce Optimization Solution reports topics and custom reports, if any exist, is shown in the left pane.

2 In the Report Selection pane (on the left), click the topic under which you wish to deploy the report.

3 In the Deployment Information pane (on the right), use the Browse... buttons to choose a custom report’s set of three files: Custom report file definition, Custom report prompt definition, and Custom report locales definition.

4 Click Deploy.

—End—

The custom report is published and should appear in the left pane under the previously selected topic.

To undeploy a custom report you previously deployed: Step Action

1 In the Reports module, click the Deployment section. A list of Workforce Optimization Solution reports topics and custom reports, if any exist, is shown in the left pane.

. 16 Custom Report Enablement (CRE)

2 In the Report Selection pane (on the left), click the custom report that you wish to undeploy.

3 Click Undeploy.

—End—

Assigning Access Rights In the Reports module:

Step Action

1 Click the Access Rights section.

2 Select the report you have just published.

3 Click on the roles that will have privileges to run the report, as shown below:

4 Click Save.

—End—

Nortel Workforce Managment Custom Report Enablement

Publication: NN44480-128 Document status: Standard Document version: 01.01 Document date: 16 October 2009

Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks.

All other trademarks are the property of their respective owners.

To provide feedback or report a problem with this document, go to www.nortel.com/documentfeedback..