APM81SP1_RevA_Installation_Book

8.1 SP1

Aspect® Performance Management 8.1™

Installation Guide

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Rev 09Date: June 25, 2015

Aspect® Performance Management™ Installation Guide Aspect Confidential | iii

ContentsAbout this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

1. Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.1 Server Architecture. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

1.1.1 Load Balanced Application Servers . . . . . . . . . . . . . . 1-21.1.2 Microsoft® SQL Server 2014® SP1 Support. . . . . . . . 1-2

2. Installation Combinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.1 Combination #1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

2.1.1 Single Server Deployment . . . . . . . . . . . . . . . . . . . . . 2-22.2 Combination #2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3

2.2.1 Split Database Server and Application Server Deployment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3

2.3 Combination #3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52.3.1 Three Server Deployment. . . . . . . . . . . . . . . . . . . . . . 2-5

2.4 Combination #4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-62.4.1 App. Database / SSIS Clustered, OLAP Database /

App. Services on Individual Servers . . . . . . . . . . . . . . 2-62.5 Combination #5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7

2.5.1 OLAP Database Clustered, App. Database / SSIS and App. Services on Individual Servers . . . . . . . . . . . . . . 2-7

2.6 Combination #6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-82.6.1 OLAP Database and App. Database / SSIS Clustered,

App. Services in a Server . . . . . . . . . . . . . . . . . . . . . . 2-82.7 Combination #7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9

2.7.1 Application Database / SSIS / OLAP Database Clustered and App. Services on a Server. . . . . . . . . . 2-9

3. System Preparation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.1 Installation Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.2 Installing .NET Framework™ . . . . . . . . . . . . . . . . . . . . . . . . . 3-23.3 Checking Operating System and Service Packs . . . . . . . . . . 3-23.4 Defining Required User Accounts . . . . . . . . . . . . . . . . . . . . . 3-23.5 Installing Roles and Features . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

3.5.1 Installation Configuration Requirements. . . . . . . . . . . 3-33.6 Installing Microsoft® SQL Server® Components . . . . . . . . . . 3-4

Contents

iv | Aspect Confidential Performance Management™

4. Performance Management™ Database Installation. . . . . . . . . . . 4-14.1 Installation Configuration Requirements. . . . . . . . . . . . . . . . . 4-14.2 Performance Management™ Database Installation

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

5. Performance Management Services Installation . . . . . . . . . . . . . 5-15.1 Installation Configuration Requirements. . . . . . . . . . . . . . . . . 5-15.2 Performance Management Services Installation Procedure . 5-1

6. Post Installation Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.1 Database Backup and Recovery Planning . . . . . . . . . . . . . . . 6-16.2 Post-Installation Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

6.2.1 Apply Your License . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

7. Repairing or Removing Aspect Performance Management . . . . 7-17.1 Repairing or Removing Aspect Performance Management

Services Using Install Wizard . . . . . . . . . . . . . . . . . . . . . . . . . 7-27.2 Repair or Remove Aspect Performance Management

Database Using Install Wizard . . . . . . . . . . . . . . . . . . . . . . . . 7-37.3 Uninstall and Repair Using Windows . . . . . . . . . . . . . . . . . . . 7-3

Appendix A Server Installation A-1Appendix A Server SSL/TLS Security Settings . . . . . . . . . . . . . . A-1

Appendix B Aspect® Add-on Metrics™ Contributor B-1Appendix B Add-on Metrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1

Appendix C Aspect® Workforce Management™ Contributor C-1Appendix C Agent Productivity Metrics . . . . . . . . . . . . . . . . . . . . C-1Table C-1 Agent Productivity Schedule Compliance Metrics . . . C-12Table C-3 Superstate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-18Table C-4 Forecast Group Metrics . . . . . . . . . . . . . . . . . . . . . . . C-19Table C-5 Staff Group Metrics . . . . . . . . . . . . . . . . . . . . . . . . . . C-26

Appendix D Aspect® Quality Management™ Contributor D-1Appendix D Aspect Quality Management Metrics . . . . . . . . . . . . D-1

Appendix E Aspect® Coaching™ Contributor E-1Appendix E Aspect® Coaching™ Prerequisites . . . . . . . . . . . . . . E-1

Appendix F Reporting Services F-1Appendix F Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-1Table F-1 HTTP and HTTPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-4Table F-1 Load Balanced Reporting Services . . . . . . . . . . . . . . . F-4

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index-1

Aspect® Performance Management™ Installation Guide Aspect Confidential | vii

About this Guide

This guide provides information to install and configure the Aspect® Performance Management™ product.

For information about Training, Technical Support, commenting on the documentation, and a list of additional documentation, see the appropriate product Release Notes document on the Aspect Software web site at: http://www.aspect.com.

AudienceThis guide is intended for use by anyone who participates in the installation and configuration of the Aspect® Performance Management™ product.

Knowledge of third-party applications including Microsoft® Windows Server®, Microsoft SQL Server® (including Microsoft Integration Services® and Microsoft Analysis Services®), and Microsoft Internet Information Services® (IIS) is a prerequisite for all installation, and deployment.

About this Guide

viii | Aspect Confidential Performance Management™

Aspect® Performance Management™ Installation Guide Aspect Confidential | 1-1

11. Overview

This chapter provides an overview of the Aspect® Performance Management™ deployment options and installation procedure.

Note: An understanding of Microsoft SQL Server is helpful before installing Aspect Performance Management 8.1 SP1.

A general overview of deployment options is as follows:

• A Standard installation, where there is an Application Server machine and a Database Server machine. Aspect Performance Management software components are installed on both machines.

• An All-in-One installation, where Aspect Performance Management components are installed on a single server. It is not recommended to deploy the Aspect Performance Management product on a single server. However, it is possible to combine the data and web application layers on one machine, and have the users access that machine through individual browsers. Normally the All-in-One installation is used for test configurations, in scenarios where the number of concurrent users is small.

Note: With combinations of local and remote installation procedures, cluster installations, coupled with different feature sets on different servers - the scope and variety of Aspect Performance Management installations is detailed clearly in Installation Combinations on page 2-1. To handle more complex installations, contact Aspect® Professional Services.

For both the standard installation and All-in-One installation, the recommended installation procedure is:

1. Install and configure prerequisite software, to complete the system configuration.

2. Install Workforce Optimization (WFO).

3. Use the Aspect Performance Management Install Wizard to install the Aspect Performance Management software.

4. Perform the post installation configuration to load the data and process the cubes.

Note: For steps 2 and 3 it is not necessary to install Workforce Optimization before installing Aspect Performance Management. You can switch these steps.

Note: For detailed instructions on installing Workforce Optimization and configuring the Aspect Workforce Optimization management services to connect to the Aspect Performance Management User Interface refer to the Aspect® Workforce Optimization™ and Performance Management™ 8.1 SP1 User Interface Installation Guide.

1. Overview

1-2 | Aspect Confidential Performance Management™

1.1 Server ArchitecturePerformance Management supports Load Balanced Servers and must be used in conjunction with Microsoft® SQL Server 2014® SP1.

1.1.1 Load Balanced Application Servers

Performance Management 8.1 Service Pack 1 (SP1) supports load balancing of the Performance Management Services. A Hardware or Software Load Balancer can be used for this purpose. The Load Balancer used must have "Sticky Sessions" enabled on the traffic between the Load Balancer and the Performance Management Application Servers used.

When using a Load Balanced environment, the Workforce Optimization Web Server and Application Servers must be separate.

The Load Balancer would be setup between the Workforce Optimization Web Server layer, and the Application Server layer. For example, the route would be:

• Client machine > Workforce Optimization Web Server > Load Balancer > Application Servers

Note: Load Balancing the Workforce Optimization Web Server layer is not supported.

Note: Entering the Service Bridge Configuration and Cube Query Service Configuration. Note that in a Load Balanced environment, enter the Server Name, not the Load Balancer name or IP.

1.1.2 Microsoft® SQL Server 2014® SP1 Support

Performance Management 8.1 SP1 runs on Microsoft® SQL Server 2014 SP1®. Earlier versions of Microsoft SQL Server are not supported by the product.

For more information on upgrading your Microsoft SQL Server or installing Microsoft SQL Server refer to the Performance Management 8.1 SP1 Upgrade Guide, Chapter 3, or click the following link:

https://www.microsoft.com/en-us/download/details.aspx?id=46694

Performance Management 8.1 SP1 can optionally be installed into Microsoft SQL Server 2014 SP1 AlwaysOn Failover Cluster.


22. Installation Combinations

The information in this chapter details the wide variety of choices Aspect Performance Management offers in deployment.

If you are unsure which installation is best for you check the seven examples in this chapter (listed below) against your ideal deployment of the Aspect Performance Management software.

• Combination #1 on page 2-2:

• Single Server Deployment


• Split Database Server and Application Server Deployment


• Three Server Deployment


• App. Database / SSIS Clustered, OLAP Database / App. Services on Individual Servers


• OLAP Database Clustered, App. Database / SSIS and App. Services on Individual Servers


• OLAP Database and App. Database / SSIS Clustered, App. Services in a Server


• Application Database / SSIS / OLAP Database Clustered and App. Services on a Server

Note: The following combinations and scenarios detail Aspect Performance Management installation combinations, however further combinations may be added when SQL Server and Aspect Workforce Management share the same server.



2.1 Combination #1

2.1.1 Single Server Deployment

A single server deployment can be used for a small organization or for a lab system. Outside of these two reasons, Aspect does not recommend a single server deployment.

Within this type of deployment, are the following options:

Application Services:

• All features are installed locally.

Database Services:


• Application Database features are installed remotely from another server; SSIS and OLAP Database features are installed locally.

Combination #2


• OLAP Database features are installed remotely from another server; SSIS and Application Database features are installed locally.

• Application Database and OLAP Database features are installed remotely from another server; SSIS features are installed locally.

2.2 Combination #2

2.2.1 Split Database Server and Application Server Deployment

Having Application Services, SSIS and OLAP Database on a server separate from application services on another server gives greater flexibility and stability to a single server installation of Aspect Performance Management.






Database Services:





Combination #3


2.3 Combination #3

2.3.1 Three Server Deployment

With application services running on a separate server, the database installer components can be split out onto two separate servers.




Database Services:

• Application Database and SSIS features are installed locally.

• Application Database features are installed remotely from another server; SSIS is installed locally.

• OLAP Database features are installed locally.

• OLAP Database features are installed remotely from another server.



2.4 Combination #4

2.4.1 App. Database / SSIS Clustered, OLAP Database / App. Services on Individual Servers

Installing Application Database and SSIS components of Aspect Performance Management within a SQL Server cluster contained within a Windows cluster gives the benefit of failover to a backup node. Splitting OLAP Database and Application Services onto their own servers gives a robust deployment of Aspect Performance Management.




Database Services:


Combination #5





2.5 Combination #5

2.5.1 OLAP Database Clustered, App. Database / SSIS and App. Services on Individual Servers

Placing OLAP Database in a cluster gives added protection of failover to a backup node.






Database Services:





2.6 Combination #6

2.6.1 OLAP Database and App. Database / SSIS Clustered, App. Services in a Server

Placing Application Database/SSIS and OLAP Database in clusters gives added protection of failover to backup nodes within each cluster.


Combination #7




Database Services:





2.7 Combination #7

2.7.1 Application Database / SSIS / OLAP Database Clustered and App. Services on a Server

Keeping Application Database, SSIS and OLAP Database together in a cluster is ideal for a medium size enterprise, giving it potential for expansion without interruption of service, while keeping all database components on the same nodes.



Within this type of deployment there are the following options:



Database Services:






33. System Preparation

Use the information in this chapter to prepare the system for a standard installation and an All-in-One installation of the Aspect Performance Management product.

The requirements described in the following sections must be in place before you install the Aspect Performance Management software.

Refer to the following sections to complete the tasks for all the server machines that are part of the installation:

• Installing .NET Framework™

• Defining Required User Accounts

• Installing Roles and Features

• Installing Microsoft® SQL Server® Components

•

3.1 Installation ConsiderationsConsider the following before you install the product:

• Aspect recommends that you do not install Aspect Performance Management, Microsoft SQL Server, Analysis Services Instances, or Microsoft SQL Server databases on drive C: of the Database Server machine.

• Aspect Performance Management supports Windows Server 2012 R2 and Windows Server 2008 R2 SP1.

• Confirm that the machines meet all the hardware and software requirements.

• Observe the Case-Sensitivity requirements when installing the components, described in this chapter.

• Aspect Performance Management requires the following Microsoft SQL Server components to be installed to the target server or clustered server:

• SQL Server Database Engine

• SQL Server Analysis Services

• SQL Server Integration Services



3.2 Installing .NET Framework™Install .NET Framework 4.5.2 software on all Aspect Performance Management servers. You can download .NET Framework, including any service packs that the Aspect Performance Management 8.1 Release Note specifies, from the Microsoft Download Center:

www.microsoft.com/en-us/download/details.aspx?id=42642

Note: As part of the Aspect Performance Management installation .NET Framework 4.5.2 will be installed during the prerequisite process.

3.3 Checking Operating System and Service PacksAll servers must have either Windows Server 2012 R2 or Windows Server 2008 R2 SP1 installed, running the latest service pack, and the supported versions of .NET Framework.

3.4 Defining Required User AccountsYou must set up accounts in order to:

• Access and use the Services.

• Run the Aspect Performance Management Installer and perform SQL Server administration.

• Set up a Built-In Administrator account in Aspect Performance Management. The Built-In Administrator is used to configure users, access rights, and other configuration needs after Aspect Performance Management is installed.

All accounts must be Domain accounts. Accounts cannot be Local or Workgroup accounts. Also, accounts must be on the same domain as the servers, or at least on a trusted Domain to that of the servers.

To Access and use Aspect Performance Management Services:

An account, entered into the installer to use for the Aspect Performance Management Services, is required. This account, at a minimum, requires a Login in SQL Server, with the Public Server Role assigned.

To Run the Aspect Performance Management Installer:

A user who executes the installer, (or at least the account entered into User Account Control (UAC) for elevated privileges) needs the following permissions set:

• Local Administrator on the servers on which Aspect Performance Management is being installed.

• Sysadmin access in SQL Server.

• Administrator access in SQL Server Analysis Services.

Installing Roles and Features


To set up a Built-In Administrator:

You set up the Built-In Administrator user as part of the install, when prompted by the Installation Wizard for a Built-In Administrator. Once Aspect Performance Management is successfully installed, the only user that can log in to Aspect Performance Management is the Built-In Administrator. See step 17 on page 4-10.

The user with the Built-In Administrator account must set up users and roles to enable other users to log in and use Aspect Performance Management. The Built-In Administrator account is typically assigned to the person who performs the installation.

3.5 Installing Roles and FeaturesTo get to the Roles and Features section on each OS do the following:

• For Windows Server 2008 R2 SP1, follow these instructions:

http://technet.microsoft.com/en-gb/library/cc732263.aspx

• For Windows Server 2012 R2, follow these instructions:

http://technet.microsoft.com/en-gb/library/hh831809.aspx

Install the roles & Features listed in the table below.

3.5.1 Installation Configuration Requirements

For reference, Aspect Performance Management roles and features required on the Application server are as follows:

Name Type Path Performance Management

Workforce Optimization

.NET Framework 4.5 Features

Feature .NET Framework 4.5 Features Yes Yes

.NET Framework 4.5 Feature .NET Framework 4.5 Features\.NET Framework 4.5

Yes Yes

WCF Services Feature .NET Framework 4.5 Features\WCF Services

Yes Yes

HTTP Activation Feature .NET Framework 4.5 Features\WCF Services\HTTP Activation

Yes Yes

TCP Activation Feature .NET Framework 4.5 Features\WCF Services\TCP Activation

Yes Yes

TCP Port Sharing Feature .NET Framework 4.5 Features\WCF Services\TCP Port Sharing

Yes Yes

Web Server (IIS) Role Web Server (IIS) Yes Yes



3.6 Installing Microsoft® SQL Server® ComponentsWhen you install the Microsoft SQL Server software, configure it for use with the Aspect Performance Management product as described in this section. Any additional settings, that are not specifically described here, depend on the requirements of your organization.

To complete the set-up process, you must have system administrator access to each Database Server machine. You must also have a defined NT domain user account and password for the SQL Server Agent service.

Use Microsoft SQL Server 2014 SP1 Installation Wizard to install SQL Server.

Aspect Performance Management requires the following features to be installed:

Web Server Role Service

Web Server (IIS)\Web Server Yes Yes

.NET Extensibility 4.5 Role Service

Web Server (IIS)\Web Server\Application Development\.NET Extensibility 4.5

Yes Yes

Common HTTP Features

Role Service

Web Server (IIS)\Web Server\Common HTTP Features

Yes Yes

Default Document Role Service

Web Server (IIS)\Web Server\Common HTTP Features\Default Document

Yes Yes

Directory Browsing Role Service

Web Server (IIS)\Web Server\Common HTTP Features\Directory Browsing

Yes Yes

HTTP Errors Role Service

Web Server (IIS)\Web Server\Common HTTP Features\HTTP Errors

Yes Yes

HTTP Redirection Role Service

Web Server (IIS)\Web Server\Common HTTP Features\HTTP Redirection

Yes Yes

Static Content Role Service

Web Server (IIS)\Web Server\Common HTTP Features\Static Content

Yes Yes

Security Role Service

Web Server (IIS)\Web Server\Security Yes Yes

Windows Authentication

Role Service

Web Server (IIS)\Web Server\Security\Windows Authentication

Yes Yes

Name Type Path Performance Management

Workforce Optimization

Installing Microsoft® SQL Server® Components


• Database Engine Services

Note: Only Windows Authentication is supported for connection to the Aspect Performance Management databases. (SQL Server Authentication is not supported.)

The two Aspect Performance Management SQL Server Databases are Case-Sensitive, but the SQL Server does not have to be Case-Sensitive. This depends on the requirements of your organization.

• Analysis Services

Note: Microsoft SQL Server Analysis Services must be installed with regard for Case-Sensitivity.

• Integration Services

You must create the SSISDB within your SQL Server. For information about creating the SSISDB, see:

https://technet.microsoft.com/en-us/library/gg471509(v=sql.120).aspx

The SSISDB is used for data loads, to pull data from Data Sources into the Aspect Performance Management database.

Any other options you install depend on the requirements of your organization.

For more information about installing SQL Server 2014 SP1, see:

https://msdn.microsoft.com/en-us/library/ms143219(v=sql.120).aspx




44. Performance Management™

Database Installation

This chapter describes how to install the Database portion of Aspect Performance Management software.

The Performance Management Database installation is comprised of the following:

• Application Database—Installs the two Microsoft SQL Server databases that are used to store data.

• OLAP Database—Installs the OLAP database which enables users to analyze multidimensional data.

• SSIS—Microsoft SQL Server Integration Services, installs the SSIS packages that execute to pull data into the system.

4.1 Installation Configuration Requirements• You must have administrator access to the machine that runs the product, or the machine

you are installing the product on.

• The Microsoft SQL Server Integration Services must be installed and the SSISDB must exist. The SSISDB has to be created within your SQL Server Database. See Installing Microsoft® SQL Server® Components on page 3-4. This is used for data loads, to pull data in from Data Sources into the Aspect Performance Management database.

• Microsoft SQL Server Analysis Services is installed for multi-dimension browsing of data.

• As part of SSISDB creation the Common Language Runtime (CLR) will be enabled within SQL Server.

Note: Microsoft SQL Server Analysis Services must be installed with Case-Sensitivity.

• Windows Server 2012 R2 or Windows Server 2008 R2 SP1 is installed.

• SQL Server 2014 SP1 is installed, with the required features. See Installing Microsoft® SQL Server® Components on page 3-4.

Note: .NET Framework 4.5.2 is a prerequisite. As part of Performance Management installation .NET Framework 4.5.2 is prompted to be installed where necessary.

4. Performance Management™ Database Installation


4.2 Performance Management™ Database Installation Procedure1. Aspect Performance Management is supplied on a CD. Run the CD and select Autoplay,

or double-click Setup.exe.

2. When prompted by the software’s pop-up window User Account Control, select Yes to install the software.

3. The Aspect Performance Management Installation screen opens. Click Performance Management Database.

Performance Management™ Database Installation Procedure


4. Before the Installation Wizard for Performance Management Database begins the installer package checks that prerequisite Microsoft software is installed:

• If prerequisite software is installed, you can continue the installation.

• If prerequisite software is not installed, the Aspect Prerequisite Installer displays. It lists the required Microsoft prerequisite packages that must be installed prior to continuing.

5. You must install the prerequisite products before you can continue. For help and assistance with these products refer to the Microsoft website. Click Install to install the prerequisite software.

• When the software is installed, the Installation Wizard for Performance Management Database displays:



6. If you have the correct Microsoft software installed the Installation Wizard for Performance Management Database opens without prompting for third-party software installation. Click Next.

7. The wizard lists the features to be installed. These are:

• Application Database

• OLAP database

• SSIS



Note: You may choose the features that you want to install. For more information on server combinations see Installation Combinations on page 2-1.

Note: Application Database and OLAP Database can be installed remotely. SSIS must be installed locally.

For a full database installation make sure that all features are selected and click Next.

Note: A deselected feature will be denoted by a red cross beside it. To make this a selected feature, right-click the component and select Install This Feature marked also by a green tick.

• From the Required Installation Components the wizard begins by installing the Application Database.



8. Select the Destination Folder for the database installation or accept the default. Click Next.

9. Enter the Database Server field with the SQL Server Name, Instance or Cluster Name. The Database Server can also be populated from the drop-down list when SQL Server Browser service is running. This can be a Local or Remote Server you are running the installer from. Click Next.



10. If you have chosen the Application Database feature, the Staging Database window opens. Enter a Staging Database Name or go with the default. Click Next.

11. If you have chosen the Application Database feature the Staging Database Folders screen opens. Staging Database Folders are displayed. Click Next.

Note: If you choose a Remote SQL Server, or you are installing into a Cluster, then you can’t change the location and the defaults will be used. Click Next.

12. If you have chosen the Application Database or OLAP Database features the Data Warehouse Database screen opens.

2

2

2



• The Data Warehouse also holds Aspect Performance Management system information, such as Users, Objects and System Parameters. Select a name for the Data Warehouse Database Name or accept the default. Click Next.

13. Data Warehouse Database folders are displayed, containing database files, which hold the data that flows into the Cubes. This data is used for reporting purposes.

• The default paths and database names are displayed, which you can accept or change. If installing into a SQL Server Cluster, or remotely, these fields cannot be changed.

• Click Change to alter the default destination folders. Click Next to continue the installation.

2

2

2



14. If you have chosen to install the Application Database or OLAP Database features enter the OLAP Database Server field with SSAS Server Name, Instance or Cluster Name. If using a Clustered named instance, do not use the Instance name. The SSAS Server can also be populated from the drop-down list when SQL Server Browser service is running. This can be a Local or Remote Server you are running the installer from. To continue the install, click Next.

15. If you have chosen to install the SSIS feature enter the SQL Server Integration Services Server Name of the SQL Integration Services Server. The SSIS Server can also be populated from the drop-down list when SQL Server Browser service is running. The SQL Integration Services Server must be a local instance. To continue the installation, click Next.



16. If the Integration Services Catalog SSISDB has not yet been created you will receive the following warning.

• In this instance you will need to launch Microsoft SQL Server Management Studio and create the database. See Installing Microsoft® SQL Server® Components on page 3-4.

17. Opting to install the Application Database feature the Default Admin User screen opens. This screen allows you to enter the Built-In Administrator. This is the account that will be used to configure the system post installation. Enter a Domain and a User ID, then click Next.

Caution: It is very important that you remember the parameters that you enter. Failure to remember these parameters will cause a re-installation of Aspect Performance Management.

Note: The required fields may not be blank. Failure to provide a Domain and User ID will result in the following message.



18. The Performance Management Services window opens for Application Database feature installation. This window allows you to enter the location of the Service Bridge Host Name, the Cube Query Host Name and their related Net TCP Ports. Once you have done so, click Next.

Caution: You must make a note of all fields you enter for the Performance Management Services Installation. These fields must match or you will need to reinstall the Database again.

19. The SQL Server Agent Proxy window opens for Application Database or OLAP feature installations. From here you must re-enter the Domain and User ID of the account that



Aspect Performance Management Services will run as. Specify a Password for the SQL Agent Proxy, then click Next.

Caution: You must make a note of all fields you enter for the Performance Management Services Installation. These fields must match or you will need to reinstall the Database again.

Note: Providing incorrect Domain and User ID will result in the following warning.



20. The Ready to Install the Program prompt window opens. From here, should you wish, you may go Back through your configuration and make changes, Cancel the installation, or click Install to finalize the installation.

• Upon clicking Install the Installing Performance Management Database window opens.



21. Upon successful completion of the Performance Management Database component the Install Wizard Completed screen opens. Click Finish.

• The wizard reverts to start screen. From here you can proceed to install Aspect Performance Management Services or close the installer.

• For information on installing Performance Management Services refer to Performance Management Services Installation on page 5-1.


55. Performance Management Services

Installation

This chapter describes how to install the Performance Management Services portion of Aspect Performance Management software.

The Performance Management Services installation is comprised of the following:

• Cube Query service—Queries the Microsoft SQL Server Analysis Services (SSAS) cube to display the cube data.

• Service Layer—The layer between the Workforce Optimization user interface and the Aspect Performance Management Services.

• Service Bridge—Queries the Data Warehouse Application Database.

5.1 Installation Configuration Requirements• You must have administrator access to the machine that runs the product, or the machine

you are installing the product on.

• Windows Server 2012 R2 or Windows Server 2008 R2 SP1 is installed.

• Internet Information Services (IIS) is installed.

• Workforce Optimization software is already installed on the system (recommended). The Workforce Optimization icon is placed on the desktop by default after an installation.

Note: .NET Framework 4.5.2 is a prerequisite. As part of Performance Management installation .NET Framework 4.5.2 is prompted to be installed where necessary.

5.2 Performance Management Services Installation Procedure1. Aspect Performance Management is supplied on a CD. Run the CD and select Autoplay

or double-click Setup.exe.

5. Performance Management Services Installation


2. When prompted by the software’s pop-up window User Account Control, select Yes to install the software.

3. The Aspect Performance Management Installation begins. Click Performance Management Services.

• Before the Performance Management Services - Installation Wizard begins the installer package checks that prerequisite Microsoft software is installed:

• If prerequisite software is installed, you can continue the installation.

Performance Management Services Installation Procedure


4. If prerequisite software is not installed, the Aspect Prerequisite Installer displays as shown below. You must install the prerequisite products before you can continue. For help and assistance with these products refer to the Microsoft website. Click Install to install the prerequisite software.

• When the prerequisite products are installed, the Performance Management Services - Installation Wizard displays as shown in the next step.

5. If you have the prerequisite products installed the Aspect Performance Management Services - Installation Wizard opens without the Prerequisite Installer check. Click Next.



6. The wizard lists the features to be installed. These are:

• Cube Query Service

• Service Layer

• Service Bridge

Note: You must install all features.

• A deselected feature will be denoted by a red cross beside it. To make this a selected feature, right-click the component and select Install This Feature marked also by a green tick.

Click Next.



Note: If you do not have IIS installed the following pop-up screen will open and you might need to restart the installation.

• For information on installing roles and features including IIS, see Installing Roles and Features on page 3-3.

7. From the Required Installation Components the wizard begins by installing Cube Query Service. The Destination Folder window opens. You can select your own directory path or accept the defaults. Click Next.



8. The Data Warehouse Database Server window opens. Enter the Data Warehouse Database Server Name, Instance or Cluster Name. Then click Next.

Note: The path of the Data Warehouse Database Server must match that which you set when installing the Aspect Performance Management Databases.



9. The Data Warehouse Database Name screen opens. Select the Data Warehouse Database Name or accept the default.

Click Next.

10. The OLAP Database Server screen opens. Specify the location of the OLAP Database Server or Cluster that corresponds to your installation of Aspect Performance Management Database Services. Click Next.



11. The OLAP Database Name window opens. The software automatically finds the name of the OLAP Database Name. Click Next.

Note: The path of the OLAP Database Server must match that which you set when installing the Aspect Performance Management Databases.

Note: If you have created more than one database, select the correct one from the drop-down list.



12. The Host Web Site window opens. If you have a preconfigured web site, select it from the drop-down list, or accept the default. Click Next.

13. The Services Bridge Configuration window opens. Enter the Host Name by location and the Network TCP Port. Click Next.

Note: You must enter the exact same parameters in this step that you did during Performance Management Database Installation (see: step 18 on page 4-11)



14. The Cube Query Service Configuration window opens. Enter the Host Name by location and the Network TCP Port. Click Next.

Note: You must enter the exact same parameters in this step that you did during Performance Management Database Installation (see: step 18 on page 4-11)



15. The Service Login User window requires the credentials supplied for the account that the server runs on. Enter Domain, User ID, and Password. Click Next.

Note: These credentials will have been supplied during Aspect Performance Management Database Services installation, see step 19 on page 4-11.



16. The Aspect Performance Management Services Ready to Install the Program prompt window opens. From here, should you wish, you may go Back through your configuration and make changes, Cancel the installation, or click Install to finalize the installation.

• After clicking Install the Installing Performance Management Services window opens.



17. Upon successful completion of the Performance Management Services component the Install Wizard Completed screen opens. Click Finish.

• The wizard reverts to start screen. From here you can proceed to install Aspect Performance Management Services or close the installer.




66. Post Installation Tasks

This chapter describes the post installation tasks.

Note: It is necessary that Aspect Workforce Optimization be configured for Aspect Performance Management to function. For more information on installing and configuring Workforce Optimization refer to the Aspect® Workforce Optimization™ and Performance Management™ User Interface Installation Guide

6.1 Database Backup and Recovery PlanningAs part of the Performance Management Database installation the Application Database have had their recovery model set to Simple.

Aspect recommends changing the Data Warehouse Application Database recovery model method to Full once a backup and recovery plan is in place. For information about the backup models you can use, see the SQL Server Books Online Help topics. If your site has a SQL Server database administrator (DBA), ensure that the DBA selects, implements, tests, and troubleshoots a backup and recovery model to suit your business needs.

6.2 Post-Installation StepsFollowing the installation, you can use the Aspect Performance Management interface to load data instances and process the cubes. Refer to the Aspect Performance Management System Administrator’s Guide for more information.

Note: If you do not yet have Workforce Optimization installed you will need to do this before using Aspect Performance Management. Proceed to: Install Aspect® Workforce Optimization™ on page 7-1.

Note: If you do have Workforce Optimization installed proceed to steps outlined in: Enable Your Performance Management™ Connection in Aspect Workforce Optimization™ on page 8-1.

6.2.1 Apply Your License

After installing it is essential that you apply your license. For more information on applying license files, see the: Aspect® Performance Management™ 8.1 SP1 System Administrator’s Guide.

6. Post Installation Tasks



77. Repairing or Removing Aspect

Performance Management

The options exist to repair Aspect Performance Management and to remove (uninstall) Aspect Performance Management. The Repair and Uninstall options are available for Aspect Performance Management Services and the Aspect Performance Management Database.

• The Repair function can be used if, for example, a corrupt file is suspected and you want to return Aspect Performance Management Services to its original settings.

• The Remove function will remove Aspect Performance Management from the machine on which it is installed. All directories are removed from the system.

Repairing and removing Aspect Performance Management Services do not affect the Aspect Performance Management Databases. No data is changed or removed. System parameters, users, roles, performance dashboards and other data is not affected.

During a repair of Aspect Performance Management services:

• The installer will check the install and confirm if any settings or installed files are altered or missing. If files are altered or missing, the Installer will repair them by setting them back to the values entered during the initial install.

• Configuration files are set back to original settings. Any changes made to configuration files since the install, for example, changes to default server names, are set back to the original settings.

• Default permissions are reapplied.

• Databases are not affected by a repair action.

Aspect recommends that a database backup is done before performing a repair action.

To use the Repair and Remove functions, you must be logged on as the Administrator on the machine on which Aspect Performance Management is installed, so that you have appropriate access to the functions.

7. Repairing or Removing Aspect Performance Management


7.1 Repairing or Removing Aspect Performance Management Services Using Install WizardRepair or remove Aspect Performance Management Services as follows:

On the machine where Aspect Performance Management Services are installed, click setup.exe in the Services folder. The Aspect Performance Management Services - Install Wizard displays. Click through until the following screen displays:

To Repair:

1. Select Repair and click Next to begin the repair process. The wizard displays a message indicating that the repair can begin.

2. Click Install to continue. The wizard runs the repair process.

3. When the process is completed, click Finish to close the wizard.

To Remove, or uninstall:

1. Select Remove and click Next to begin the removal process. The wizard displays a message indicating that the program will be removed.

2. Click Remove to confirm you want to remove Aspect Performance Management Services.

Repair or Remove Aspect Performance Management Database Using Install Wizard


7.2 Repair or Remove Aspect Performance Management Database Using Install WizardOn the machine where the Aspect Performance Management Database is installed, click setup.exe in the database folder. The Aspect Performance Management Database - Install Wizard displays.

To Repair:

1. Select Repair and click Next to begin the repair process. The wizard displays a message indicating that the repair can begin.

2. Click Install to continue. The wizard runs the repair process.

3. When the process is completed, click Finish to close the wizard.

To Remove, or uninstall:

1. Select Remove and click Next to begin the removal process. The wizard displays a message indicating that the program will be removed.

2. Click Remove to confirm you want to remove Aspect Performance Management Services.

7.3 Uninstall and Repair Using WindowsAn alternative way to Repair and Uninstall is to use in the Windows Control Panel and the Uninstall a Program feature, shown as follows:

To run the functions, log on as the Administrator to ensure you have the appropriate permissions to complete the actions.

Note: If you do not run as the true Administrator, the Installer will not have the required permissions to complete the action. In this scenario, you must run the process from setup.exe as described previously.

1. In Windows, select Control Panel > Programs and Features.

7. Repairing or Removing Aspect Performance Management


2. Select the Aspect Performance Management product and select either Uninstall or Repair.

3. Follow the on-screen instructions to complete the procedure.

Uninstall removes all directories from the system. The databases and data are not affected.

Aspect® Performance Management™ Installation Guide Aspect Confidential | A-1

AAppendix A

Server Installation

This appendix describes the Aspect® Performance Management™ server installation requirements.

Server SSL/TLS Security Settings

To prevent a vulnerability in SSL 3.0 (Microsoft Security Advisory 3009008) Aspect recommend that you disable SSL 3.0.

For further information see the following link:

https://technet.microsoft.com/en-us/library/security/3009008.aspx

Appendix A: Server Installation

A-2 | Aspect Confidential Performance Management™

Aspect® Performance Management™ Installation Guide Aspect Confidential | B-1

BAppendix B

Aspect® Add-on Metrics™ Contributor

Add-on Metrics

Aspect Performance Management may be used seamlessly with Aspect contributors (Aspect Add-on-Metrics, Aspect Quality Management and Aspect Workforce Management) as well as third party contributors. Current Add-on Metrics are detailed in the following tables.

For reference the default properties of the Aspect Add-on-Metric metrics are as follows:

Dimensionality: Agent, Organization, Supervisor, UTC Date, UTC Time, UTC Day of Week, Local Date, Local Time, Local Day of Week, Application:

1. The number of Add-on-Metrics are restricted by the license that is applied to the Performance Management System.

Table B-1 Add-on-Metrics

Caption Measure Type

Status Type

Description Aggregation Default Goal

Format Type

Format Scale

Goal Application Rule

Add-on-Metric 1~1001

Standard Sum Numeric 4

Appendix B: Aspect® Add-on Metrics™ Contributor

B-2 | Aspect Confidential Performance Management™

Aspect® Performance Management™ Installation Guide Aspect Confidential | C-1

CAppendix C

Aspect® Workforce Management™ Contributor

Aspect Performance Management may be used seamlessly with Aspect contributors (Aspect Quality Management and Aspect Workforce Management) as well as third party contributors. Current Workforce Management metrics are detailed in the following tables.

For reference the default properties of the Aspect Workforce Management metrics are as follows:

Agent Productivity Metrics

Dimensionality: ACD Group, ACD Instance, Agent, Date, Day of Week, Organization, Supervisor.

Table C-1 Agent Productivity Metrics

Caption KPI Status Type Description Aggre-gation

Default Goal

Format Type

Format Scale

Goal Applica-tion Rule

# of Inbound Contacts Handled

No Definition: Total amount of inbound calls.

Sum Numeric 0

Inbound Contacts Handled per Hour

Yes Converging Definition: Total amount of inbound calls divided by the number of actual hours worked.

Application: Inbound Contacts Handled per hour is used to ensure customers are handled within Service Level and will ultimately help improve customer satisfaction.

Avg 12 Numeric 0 InContactHand is not null

Appendix C: Aspect® Workforce Management™ Contributor

C-2 | Aspect Confidential Performance Management™

Inbound Contacts Handled per Day

Yes Converging Definition: Total amount of inbound calls divided by the number of actual agent-days worked.

Application: Inbound Contacts Handled per Day is used to ensure customers are handled within Service Level and will ultimately help improve customer satisfaction.

Improvement Direction: The direction of improvement for this KPI is Converging; the closer the average is to the goal, the better the performance.

Avy 96 Numeric 0 InContactHand is not null

Inbound Contacts Average Handle Time

Yes Converging Definition: Total amount of work time related to inbound calls, including average talk time (ATT) and average after call work time (ACW), divided by the number of calls handled.

Application: Average Handle Time is used to ensure customers are handled both within Service Level but also do not feel rushed and will ultimately help improve customer satisfaction.


Avg 300 Time InContactsHand is not null



Default Goal

Format Type

Format Scale



Inbound Contacts Average Talk Time

Yes Converging Definition: Total amount of talk time related to inbound calls divided by the number of calls handled.

Application: Average Talk Time is used to ensure customers are handled both within Service Level but also do not feel rushed and will ultimately help improve customer satisfaction.


Avg 200 Time InContactHand is not null

Inbound Contacts Average Wrap Time

Yes Converging Definition: Total amount of wrap time related to inbound calls divided by the number of calls handled.

Application: Average Wrap Time is used to ensure customers are handled both within Service Level but also do not feel rushed and will ultimately help improve customer satisfaction.


Avg 100 Time InContactHand is not null

# of Agent Outbound Contacts Handled

No Definition: Total amount of agent initiated outbound calls.

Sum Numeric 0



Default Goal

Format Type

Format Scale




Agent Outbound Contacts Handled per Hour

Yes Converging Definition: Total amount of agent initiated outbound calls divided by the number of actual hours worked.

Application: Agent Outbound Contacts Handled per Hour is used to ensure customers are handled within Service Level and will ultimately help improve customer satisfaction.


Avg 12 Numeric 0 AgentOutContactHand is not null

Agent Outbound Contacts Handled per Day

Yes Converging Definition: Total amount of agent initiated outbound calls divided by the number of actual agent-days worked.

Application: Agent Outbound Contacts Handled per Day is used to ensure customers are handled within Service Level and will ultimately help improve customer satisfaction.


Avg 96 Numeric 0 AgentOutContactHand is not null

Agent Outbound Contacts Average Handle Time

Yes Converging Definition: Total amount of work time related to outbound calls initiated by an agent, including average talk time (ATT) and average after call work time (ACW) divided by the number of calls handled.

Application: Average Handle Time is used to ensure appropriate numbers of customers are contacted.


Avg 300 Time AgentOutContactHand is not null



Default Goal

Format Type

Format Scale



Agent Outbound Contacts Average Talk Time

Yes Converging Definition: Total amount of talk time related to outbound calls initiated by an agent divided by the number of calls handled.




Agent Outbound Contacts Average Wrap Time

Yes Converging Definition: Total amount of wrap time related to outbound calls initiated by an agent divided by the number of calls handled.




# of System Outbound Contacts Handled

No Definition: Total amount of system initiated outbound calls.

Sum Numeric 0



Default Goal

Format Type

Format Scale




System Outbound Contacts Handled per Hour

Yes Converging Definition: Total amount of system initiated outbound calls divided by the number of actual hours worked.

Application: System Outbound Contacts Handled per Hour is used to ensure customers are handled within Service Level and will ultimately help improve customer satisfaction.


Avg 12 Numeric 0 SystemOutContactHand is not null

System Outbound Contacts Handled per Day

Yes Converging Definition: Total amount of outbound calls initiated by the system divided by the number of actual agent-days worked.

Application: System Outbound Contacts Handled per Day is used to ensure appropriate numbers of customers are contacted.


Avg 96 Numeric 0 SystemOutContactHand is not null

System Outbound Contacts Average Handle Time

Yes Converging Definition: Total amount of work time related to outbound calls initiated by the system, including average talk time (ATT) and average after call work time (ACW) divided by the number of calls handled.



Avg 300 Time SystemOutContactHand is not null



Default Goal

Format Type

Format Scale



System Outbound Contacts Average Talk Time

Yes Converging Definition: Total amount of talk time related to outbound calls initiated by the system divided by the number of calls handled.




System Outbound Contacts Average Wrap Time

Yes Converging Definition: Total amount of wrap time related to outbound calls initiated by the system divided by the number of calls handled.




# of Right Party Contacts Handled

No Definition: Total amount of right-party system initiated outbound calls.

Sum Numeric Zero



Default Goal

Format Type

Format Scale




Right Party Contacts Handled per Hour

Yes Converging Definition: Total amount of right-party system initiated outbound calls divided by the number of actual hours worked.



Avg 12 Numeric 0 RightPartyContacts is not null

Right Party Contacts Handled per Day

Yes Converging Definition: Total amount of right-party outbound calls initiated by the system divided by the number of actual agent-days worked.

Application: Right Party Contacts Handled per Day is used to ensure appropriate numbers of customers are contacted.


Avg 96 Numeric 0 RightPartyContacts is not null

Right Party Average Handle Time

Yes Converging Definition: Total amount of work time related to right-party outbound calls initiated by the system, including average talk time (ATT) and average after call work time (ACW) divided by the number of calls handled.



Avg 300 Time RightPartyContacts is not null



Default Goal

Format Type

Format Scale



Right Party Average Talk Time

Yes Converging Definition: Total amount of talk time related to right-party outbound calls initiated by the system divided by the number of calls handled.




Right Party Average Wrap Time

Yes Converging Definition: Total amount of wrap time related to right-partyoutbound calls initiated by the system divided by the number of calls handled.




# of Wrong Party Contacts Handled

No Definition: Total amount of wrong-party system initiated outbound calls.

Sum Numeric 0



Default Goal

Format Type

Format Scale




Wrong Party Contacts Handled per Hour

Yes Decreasing Definition: Total amount of wrong-party system initiated outbound calls divided by the number of actual hours worked.


Improvement Direction: The direction of improvement for this KPI is Decreasing; the lower the average, the better the performance.

Avg 1 Numeric 0 WrongPartyContacts is not null

Wrong Party Contacts Handled per Day

Yes Decreasing Definition: Total amount of wrong-party outbound calls initiated by the system divided by the number of actual agent-days worked.

Application: Wrong Party Contacts Handled per Day is used to ensure appropriate numbers of customers are contacted.


Avg 10 Numeric 0 WrongPartyContacts is not null

Wrong Party Average Handle Time

Yes Decreasing Definition: Total amount of work time related to wrong-party outbound calls initiated by the system, including average talk time (ATT) and average after call work time (ACW) divided by the number of calls handled.

Application: Average Handle Time is used to drive a reduction in time wasted handling wrong party contacts


Avg 60 Time WrongPartyContacts is not null



Default Goal

Format Type

Format Scale



Wrong Party Average Talk Time

Yes Decreasing Definition: Total amount of talk time related to wrong-party outbound calls initiated by the system divided by the number of calls handled.

Application: Average Talk Time is used to drive a reduction in time wasted handling wrong party contacts



Wrong Party Average Wrap Time

Yes Decreasing Definition: Total amount of wrap time related to wrong-party outbound calls initiated by the system divided by the number of calls handled.

Application: Average Wrap Time is used to drive a reduction in time wasted handling wrong party contacts.





Default Goal

Format Type

Format Scale




Agent Productivity Schedule Compliance Metrics

Dimensionality: Agent, Date, Day of Week, Organization, Supervisor.

Table C-2 Agent Productivity Schedule Compliance Metrics


Default Goal

Format Type


Early–Late for Schedule Start

Yes Converging Definition: Total time offset an agent has been late or early for the start of a schedule. Negative values indicate a late start, positive values indicate an early start.

Application: Early-Late for Schedule Start is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.


Sum 300 Time EStart is not null or LStart is not null

Early–Late For Schedule Start per Day

Yes Converging Definition: Total time offset an agent has been late or early for the start of a schedule divided by the number of actual agent-days worked. Negative values indicate a late start, positive values indicate an early start.

Application: Early-Late for Schedule Start per Day is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.


Avg 300 Time EStart is not null or LStart is not null

Early For Schedule Start

No Definition: Total time offset an agent has been early for the start of a schedule.

Sum Time

Late For Schedule Start

No Definition: Total time offset an agent has been late for the start of a schedule.

Sum Time


Early–Late for Schedule Stop

Yes Converging Definition: Total time offset an agent has been late or early for the stop of a schedule. Negative values indicate an early stop positive values indicate a late stop.

Application: Early-Late for Schedule Stop is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.


Sum 300 Time EStop is not null or LStop is not null

Early–Late For Schedule Stop per Day

Yes Converging Definition: Total time offset an agent has been late or early for the stop of a schedule divided by the number of actual agent-days worked. Negative values indicate an early stop positive values indicate a late stop.

Application: Early-Late for Schedule Stop per Day is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.


Avg 300 Time EStop is not null or LStop is not null

Early For Schedule Stop

No Definition: Total time offset an agent has been early for the stop of a schedule.

Sum Time

Late For Schedule Stop

No Definition: Total time offset an agent has been late for the stop of a schedule.

Sum Time

Scheduled Signed In Time

No Definition: Total time an agent is scheduled for work.

Sum Time

Scheduled Signed In Time per Day

No Definition: Total time an agent is scheduled for work divided by the number of actual agent-days worked.

Avg Time

Actual Signed In Time

No Definition: Total time an agent was actually signed in for work.

Sum Time



Default Goal

Format Type




Actual Signed In Time %

Yes Converging Definition: Total time an agent was actually signed in for work divided by the total time an agent is scheduled for work.

Application: Actual Signed In Time % is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.

Improvement Direction: The direction of improvement for this KPI is Converging; the closer the percentage is to the goal, the better the performance.

Avg 100 Percentage

Format Scale: 2

ActSignInTime is not null

Actual Signed In Time per Day

Yes Converging Definition: Total time an agent was actually signed in for worked divided by the number of actual agent-days worked.

Application: Actual Signed In Time per Day is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.


Avg 25200 Time ActSignInTime is not null

Compliance Time No Definition: Total time an agent is available for call work in accordance with that agent's schedule.

Sum Time

Compliance Time %

Yes Increasing Definition: Total time an agent is available for call work in accordance with that agent's schedule divided by the time they are scheduled expressed as a percentage.

Application: Compliance Time % is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.

Improvement Direction: The direction of improvement for this KPI is Increasing; the higher the percentage, the better the performance.

Avg 100 Percentage

Format Scale: 2

CompTime is not null



Default Goal

Format Type



Compliance Time per Day

Yes Increasing Definition: Total time an agent is available for call work in accordance with that agent's schedule divided by the number of actual agent-days worked.

Application: Compliance Time per Day is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.

Improvement Direction: The direction of improvement for this KPI is Increasing; the higher the time, the better the performance.

Avg 25200 Time CompTime is not null

Plugged In Time No Definition: Total time an agent was active while signed in for work.

Sum Time

Plugged In Time %

Yes Increasing Definition: Total time an agent was active while signed in for work divided by the total time signed in for work expressed as a percentage.

Application: Plugged In Time % is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.


Avg 100 Percentage

Format Scale: 2

ActSignInTime is not null

Plugged In Time per Day

Yes Increasing Definition: Total time an agent was active while signed in for work divided by the number of actual agent-days worked.

Application: Plugged In Time per Day is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.

Improvement Direction: The direction of improvement for this KPI is Increasing; the higher the time, the better the performance.

Avg 25200 Time ActSignInTime is not null

Unavailable Time No Definition: Total amount of time spent unavailable for work.

Sum Time



Default Goal

Format Type




Note: Intra-Day Performance (IDP) metrics are inactive by default, if you wish to use IDP metrics, first activate them from the Metrics page followed by execution of the Deploy Calculation Script job.

For the metrics detailed below, the specific Intra-Day Performance (IDP) metrics used within the calculations must be active and deployed for these to function correctly. They can all be recreated (if desired) using the 8.1 MDX shown:

Unavailable Time per Day

Yes Decreasing Definition: Total amount of time spent unavailable for work divided by the number of actual agent-days worked.

Application: Unavailable Time per Day is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.


Avg 800 Time UnavailTime is not null

Available Time No Definition: Total amount of time spent available for work.

Sum Time

Available Time per Day

Yes Increasing Definition: Total amount of time spent available for work divided by the number of actual agent-days worked.

Application: Available Time per Day is used to ensure staffing is at a planned level allowing the contact center to achieve defined service levels.

Improvement Direction: The direction of improvement for this KPI is Increasing; the higher the average, the better the performance.

Avg 25200 Time AvailTime is not null



Default Goal

Format Type



IDP Metric Calculations

#WFM Revised vs Actual Volume Deviation

Expression = [Measures].[#WFM Actual Contacts Offered] - [Measures].[#WFM Revised Forecasted Volume]

Scale = 0

#WFM Original vs Actual Volume Deviation

Expression = [Measures].[#WFM Actual Contacts Offered] - [Measures].[#WFM Original Forecasted Volume]

Scale = 0

#WFM Revised vs Actual Average Handle Time Deviation

Expression = [Measures].[#WFM Actual Average Handle Time] - [Measures].[#WFM Revised Forecasted Average Handle Time]

Scale = 2

#WFM Original vs Actual Average Handle Time Deviation

Expression = [Measures].[#WFM Actual Average Handle Time] - [Measures].[#WFM Original Forecasted Average Handle Time]

Scale = 2

#WFM Original vs Revised Average Handle Time Deviation

Expression = [Measures].[#WFM Original Forecasted Average Handle Time] - [Measures].[#WFM Revised Forecasted Average Handle Time]

Scale = 2

#WFM Actual vs Revised Service Level Percent Deviation

Expression = [Measures].[#WFM Actual Service Level Percent] - [Measures].[#WFM Revised Calculated Service Level Percent]

Scale = 2

#WFM Actual vs Revised Average Delay Deviation

Expression = [Measures].[#WFM Actual Average Delay] - [Measures].[#WFM Revised Calculated Average Delay]

Scale = 1



#WFM Actual vs Revised Volume Deviation Percent

Expression = divide((([Measures].[#WFM Actual Contacts Offered] - [Measures].[#WFM Revised Forecasted Volume])*100),[Measures].[#WFM Revised Forecasted Volume])

Scale = 2

#WFM Actual vs Revised Volume Ratio

Expression = divide([Measures].[#WFM Actual Contacts Offered],[Measures].[#WFM Revised Forecasted Volume])

Scale = 2

Scorecards

Superstate

Dimensionality: Agent, Date, Day of Week, Organization, Superstate, Supervisor.

Table C-3 Scorecards

Name Description KPI Weighting

Inbound The Inbound scorecard provides details of both inbound contact performance and key schedule compliance indicators.

"Inbound Contacts Average Handle Time

Inbound Contacts Handled per Day

Compliance Time Percent



Early–Late For Schedule Stop per Day"

0.1667

0.1667

0.1666

0.1666

0.1667

0.1667

Outbound The outbound scorecard provides details of both outbound contact performance and key schedule compliance indicators.

"Outbound Contacts Average Handle Time

Outbound Contacts Handled per Day

Compliance Time Percent



Early–Late For Schedule Stop per Day"

0.1667

0.1667

0.1666

0.1666

0.1667

0.1667

Table C-4 Superstate - there are no predefined Superstate metrics, these are created after installation.

Agent Date Day of Week Organization Superstate Supervisor


Forecast Group Metrics

Dimensionality: UTC Date, UTC Time, UTC Day of Week, Local Date, Local Time, Local Day of Week, Forecast Group.

Table C-5 Forecast Group Metrics

Name KPI Description Aggregation Format Type

Format Scale

Goal

Original Forecasted Volume

No The estimated volume of offered work (contacts, paperwork, etc.) The Summary value is a total.

In consolidated mode, this value is the sum of the individual values for each period.

In a Multisite contact allocation configuration, child forecast group values are filled through allocation.

Sum Numeric 0

Revised Forecast Volume

No The revised estimated volume of work (contacts, paperwork, etc). The Revised Forecast Volume displays the Original Forecast Volume until any kind of change is made to the original forecast. The Summary value is a total.


In a Multisite contact allocation configuration, the Revised Forecast Volume for the child forecast groups is initially filled through allocation. Reforecasts, manual changes, and the restoration of the original forecast are not automatically allocated to child forecast groups. You must manually reallocate these changes.

Sum Numeric 0

Actual Contacts Offered

No The actual number of offered contacts reported by the ACD. The Summary value is a total.

If a period is edited, the ANCO field becomes locked.

This value is highlighted if it falls outside of the designated Volume threshold, which for this statistic compares Revised Forecast Volume to Actual Contacts Offered.


Sum Numeric 0



Actual Contacts Handled

No The actual number of contacts answered by an agent, as reported by the ACD. The Summary value is a total.

If you edit this value, it becomes locked. If this value is blank or zero and you edit the Actual Number of Contacts Offered, the ANCO value is copied to ANCH.


Sum Numeric 0

Original Forecasted Average Handle Time (AHT)

No The estimated amount of time an agent is occupied with incoming work (contacts, paperwork, etc.). AHT is the sum of talk time and wrap-up time. The Summary value is an average weighted by Original Forecast Volume.

In consolidated mode, this value is an average weighted by each forecast group's Original Forecast Volume.

In a Multisite contact allocation configuration, this column is blank for parent forecast groups. AHT is only available for child forecast groups that are routed to a staff group.

Average Time

Revised Forecast Average Handle Time (AHT)

No The revised estimated average handle time. Initially, the Original Forecast AHT value fills this field until changes are made to the forecast through reforecasting or manual editing. The Summary value is an average weighted by the Revised Forecast Volume.

In consolidated mode, this value is an average weighted by each forecast group's Revised Forecast Volume.

In a Multisite call allocation configuration, this column is blank for parent forecast groups. The forecast AHT is available only for child forecast groups that are routed to a staff group.

Average Time



Format Scale

Goal


Actual Average Handle Time (AHT)

No The revised estimated average handle time. Initially, the Original Forecast AHT value fills this field until changes are made to the forecast through reforecasting or manual editing. The Summary value is an average weighted by the Revised Forecast Volume.

In consolidated mode, this value is an average weighted by each forecast group's Revised Forecast Volume.

In a Multisite call allocation configuration, this column is blank for parent forecast groups. The forecast AHT is available only for child forecast groups that are routed to a staff group.

Average Time

Original Calculated Service Level Percent

No The estimated number of offered contacts that can be answered within the acceptable delay (SLGOALSEC, SLGOALMIN, or SLGOALHR). This column is calculated based on: Original Forecast Volume, Original Forecast AHT, Tendency to Abandon, Service Level Goal (in seconds, minutes, or hours) and Original Scheduled Staff Without Unproductive. The Summary value is an average weighted by Original Forecast Volume.

In consolidated mode, this value is an average weighted by the Original Forecast Volume.

This column is blank :

·For parent forecast groups in a Multisite contact allocation configuration.

·If the staffing basis is Workload.

Average Percentage 2



Format Scale

Goal



Revised Calculated Service Level Percent

No The revised estimate of the percentage of offered contacts answered within the acceptable delay (SLGOALSEC, SLGOALMIN, or SLGOALHR). This column is calculated based on: Revised Forecast Volume, Revised Forecast AHT, Tendency to Abandon, the Service Level Goal (in seconds, minutes, or hours), and Forecast Group's Revised Scheduled Without Staff Adjustments And Unproductive. The Summary value is an average weighted by Revised Forecast Volume.

In consolidated mode, this value is an average weighted by Revised Forecast Volume.

This column is blank:




Actual Calculated Service Level Percent

No The calculated percentage of actual contacts answered within the acceptable delay (SLGOALSEC, SLGOALMIN, or SLGOALHR). This calculated service level is based on: Actual Contacts, Actual AHT, Tendency to Abandon, the Service Level Goal (in seconds, minutes, or hours), and Forecast Group's Actual Scheduled Without Staff Adjustments And Unproductive. The Summary value is an average weighted by Actual Number of Contacts Offered.

In consolidated mode, this value is an average weighted by ANCO.







Format Scale

Goal


Original Calculated Average Delay

No The estimated average delay between the time a contact is answered by the ACD and the time an agent answers, in seconds. This column is calculated using the following: Original Forecast Volume, Original Forecast AHT, Tendency to Abandon, and Forecast Group's Original Scheduled Staff Without Unproductive. The Summary value is an average weighted by Original Forecast Volume.

In consolidated mode, this value is an average weighted by each forecast group's Original Forecast Volume.




Average Time

Revised Calculated Average Delay

No The revised estimate of the average delay between the time a contact is answered by the ACD and the time it is answered by an agent, in seconds. This column is calculated based on: Revised Forecast Volume, Revised Forecast AHT, Tendency to Abandon, and Forecast Group's Revised Scheduled Without Staff Adjustments And Unproductive. The Summary value is an average weighted by Revised Forecast Volume.

In consolidated mode, this value is an average weighted by each forecast group's Revised Forecast Volume. If one of the forecast groups uses Service Level as the service quality goal, this value is converted to an average delay to be consolidated with the other group.




Average Time



Format Scale

Goal



Actual Average Delay

No The average delay (number of seconds customers are waiting for an agent) reported by the ACD. The Summary value is an average weighted by the Actual Number of Contacts Handled.

In consolidated mode, this value is an average weighted by each forecast group's ANCH.

Average Time

Actual Outbound Attempted

No The actual number of outbound attempts reported by the dialer. Results of an attempt include: right-party contact, wrong-party contact, abandoned by dialed party, line is busy, answering machine answered. The Summary value is a total.

Periods can be edited. If a period is edited, it becomes locked.

In consolidated mode, this value is sum of the individual values for each period.

Sum Numeric 0

Actual Right-Party Average Handle Time

No The average handle time (talk time + wrap-up time) for Actual Right-Party Contacts, as reported by the dialer. The Summary value is an average weighted by Actual Right-Party Contacts.


In consolidated mode, this value is an average weighted by each forecast group's Actual Right-Party Contacts.

For an Allocate configuration in which contacts are allocated, this column is blank for parent forecast groups. AHT is available only for child forecast groups that are routed to a staff group.

Average Time

Actual Right-Party Contacts

No The actual number of right-party contacts, as reported by the dialer. The Summary value is a total.


In consolidated mode, this value is the sum the individual values for each period.

Sum Numeric 0



Format Scale

Goal


Actual Total Contacts

No The Actual Right-Party Contacts plus the Actual Wrong-Party Contacts. (Abandoned calls are not counted.) The Summary value is a total.

This column is calculated as follows:

Actual Right-Party Contacts + Actual Wrong-Party Contacts


Sum Numeric 0



Format Scale

Goal



Staff Group Metrics

Dimensionality: UTC Date, UTC Time, UTC Day of Week, Local Date, Local Time, Local Day of Week, Staff Group.

Table C-6 Staff Group Metrics


Format Scale

Goal

Original Required Staff

Staff Group's Original Required without Staff Adjustments and Unproductive

The number of staff required to handle the original forecast workload without staff adjustments or unproductive time. In a single-skill configuration, this is either the same value as the Forecast Group's Original Required Without Unproductive or a staffing override.

In a multi-skill configuration, this is either a staffing override value or a calculation made by the skill-based calculation process using Original Forecast Volume, Original Forecast AHT, and the Staff Group's Original Scheduled staff.

In all configurations, because the summary value is expressed as staff hours, it is equal to the sum of this column divided by two (for 30 minute periods) or by four (for 15 minute periods).

In a staff allocation configuration, the values for the child staff groups are filled through allocation.


This value is affected by whether an associated staff group is staff-adjustable or volume-adjustable.

Sum Numeric 2


Revised Required Staff

No Staff Group's Revised Required without Staff Adjustments and Unproductive

The number of staff required to handle the forecast workload based on a revised forecast.

In a single-skill configuration, a staffing override or the Forecast Group's Revised Required Without Unproductive is used for this statistic.

In a multi-skill configuration, a staffing override can be used or the value can be calculated by the skill-based calculation process using: Revised Forecast Volume, Revised Forecast AHT, and the Staff Group's Revised Scheduled Without Staff Adjustments.

For child staff groups in a Multisite staff allocation configuration, this value is filled through allocation. Allocated values are not recalculated automatically when saved.

In all configurations, because the summary value is expressed as staff hours, it is equal to the sum of this column divided by two (for 30 minute periods) or by four (for 15 minute periods).



Sum Numeric 2

Original Scheduled Staff

No Staff Group's Original Scheduled

The number of agents scheduled to work based on the schedule tally at the time intra-day performance forecast was created.

In a Multisite staff allocation configuration, the value for a parent group is aggregated from the child staff group.

Because the summary value is expressed as staff hours, it is equal to the sum of this column divided by two (for 30 minute periods) or by four (for 15 minute periods).


Sum Numeric 2



Format Scale

Goal



Revised Scheduled Staff

No Staff Group's Revised Scheduled without Staff Adjustments

The number of agents scheduled to work based on the latest schedule tally.

In a Multisite staff allocation configuration, the value for a parent group is aggregated from the child staff group.



Sum Numeric 2

Original Net Staff No Staff Group's Original Net Staff

The original number of scheduled staff over or under the number originally required. This column is calculated as follows:

Staff Group's Original Scheduled - Staff Group's Original Required Without Staff Adjustments And With Unproductive

There is no Summary value for this column.

This value is highlighted if it falls outside of the designated Required vs. Scheduled threshold, which for this statistic compares the Staff Group's Original Scheduled to the Staff Group's Original Required Without Staff Adjustments And With Unproductive.

In consolidated mode, the same calculation as above is performed using the consolidated values.


Sum Numeric 2



Format Scale

Goal


Revised Net Staff No Staff Group's Revised Net Staff

The number of scheduled staff over or under the revised required staff. The required number of staff is inflated in this statistic, because unproductive time is included in the calculation. This column is calculated as follows:

Staff Group's Revised Scheduled Without Staff Adjustments - Staff Group's Revised Required Without Staff Adjustments And With Unproductive

There is no Summary value for this column.

This value is highlighted if it falls outside of the designated Required vs. Scheduled threshold, which for this statistics compares the Staff Group's Revised Scheduled Without Staff Adjustments to the Staff Group's Revised Required Without Staff Adjustments And With Unproductive.

In consolidated mode, the same calculation is performed using the consolidated values.


Sum Numeric 2

Actual Positions Staffed

No Actual Positions Staffed

The number of work positions that are actually occupied by agents as reported by the ACD.



Sum Numeric 2



Format Scale

Goal



Original Scheduled Adherence

No Scheduled Adherence (based on Staff Group's Original Scheduled)

The amount of actual overstaffing or understaffing expressed as a percentage of the original scheduled staff.

The calculation for this column is as follows:

Actual Positions Staffed / Original Scheduled * 100

The Summary value is an average weighted by the Staff Group's Original Scheduled.



Original Required Adherence

No Original Required Adherence (based on Staff Group's Original Required without Staff Adjustments and without Unproductive)

The amount of overstaffing or understaffing expressed as a percentage of the original required staff without staff adjustments.


Actual Positions Staffed / Staff Group's Original Required * 100

The Summary value is an average weighted by the Staff Group's Original Required Without Staff Adjustments And Unproductive.





Format Scale

Goal


Revised Scheduled Adherence

No Scheduled Adherence (based on Staff Group's Revised Scheduled without Adjustments)

The amount of actual overstaffing or understaffing expressed as a percentage of the revised scheduled staff without staff adjustments.


Actual Positions Staffed / Staff Group's Revised Scheduled Without Staff Adjustments * 100

The Summary value is an average weighted by the Staff Group's Revised Scheduled Without Staff Adjustments.



Revised Required Adherence

No Revised Required Adherence (based on Staff Group's Revised Required without Staff Adjustments and Unproductive)

The amount of overstaffing or understaffing expressed as a percentage of the revised, unadjusted required staff.

The Summary value is an average weighted by the Staff Group's Revised Required Without Staff Adjustments And Unproductive.


Actual Positions Staffed / Staff Group's Revised Required Without Staff Adjustments And Unproductive * 100





Format Scale

Goal






D

Aspect® Performance Management™ Installation Guide Aspect Confidential | D-1

Appendix D

Aspect® Quality Management™ Contributor

Aspect Performance Management may be used seamlessly with Aspect contributors (Aspect Quality Management and Aspect Workforce Management) as well as third party contributors. Current metrics are detailed in the following tables.

For reference the default properties of the Aspect Quality Management metrics are as follows:

Aspect Quality Management Metrics

Dimensionality: Agent, Organization, Supervisor, UTC Date, UTC Day of Week, Local Date, Local Day of Week, Evaluator, Evaluation Form (question/section/template), Evaluation Type:

Table D-1 Quality Evaluation Full Metrics


Status Type

Measure Group

Description Aggre-gation

Format Type

Format Scale


Number of Times Question Scored N/A

Standard Quality Evaluation Full

Definition: Total number of times a question was scored not applicable.

Sum Numeric 0

Number of Times Scored


Definition: Count of the number of times a question, section or template was used in a review.

Sum Numeric 0

Quality Points Possible


Definition: The number of quality points available for scoring a question, section or template.

Sum Numeric 0

Quality Points Scored


Definition: The number of quality points scored for a question, section or template.

Sum Default Goal: 100

Numeric

0

Appendix D: Aspect® Quality Management™ Contributor

D-2 | Aspect Confidential Performance Management™

Dimensionality: Agent, Organization, Supervisor, UTC Date, UTC Day of Week, Local Date, Local Day of Week, Evaluator, Evaluation Form (template level only), Evaluation Type:

Average Quality Score

KPI Increasing Quality Evaluation Full

Status Type: Increasing

Definition: Total quality points scored divided by the total quality points possible.

Application: Average Quality Score is used to rate an interaction.


Avg Percentage

2 QualityPointsScoredBase is not null

Table D-1 Quality Evaluation Full Metrics


Status Type

Measure Group


Format Type

Format Scale


Table D-2 Quality Evaluation Interaction/Summary Metrics


Measure Group


Format Type

Format Scale


Number of Interactions Evaluated

Standard Quality Evaluation Interaction

Definition: A distinct count of the interactions evaluated by template.

Sum Percentage

0

Evaluation Low Score

Standard Quality Evaluation Summary

Definition: The lowest Quality Score for a given template.

Avg Percentage

2

Evaluation High Score

Standard Quality Evaluation Summary

Definition: The highest Quality Score for a given template.

Avg Percentage

2

Aspect® Performance Management™ Installation Guide Aspect Confidential | D-3

Dimensionality: Agent, Organization, Supervisor, UTC Date, UTC Day of Week, Local Date, Local Day of Week:

Table D-3 Quality Interaction Metrics


Measure Group


Format Type

Format Scale


Number of Interactions Monitored

Standard Quality Interaction

Definition: Total number of interactions monitored.

Sum Numeric 0

Total Talk Time Standard Quality Interaction

Definition: Total number of seconds spent during interactions.

Sum Time

Total Hold Time Standard Quality Interaction

Definition: Total number of seconds spent in hold state during interactions.

Sum Time

Appendix D: Aspect® Quality Management™ Contributor

D-4 | Aspect Confidential Performance Management™

Aspect® Performance Management™ Installation Guide Aspect Confidential | E-1

EAppendix E

Aspect® Coaching™ Contributor

Aspect® Coaching™ PrerequisitesNote: To use the Aspect Coaching feature you must have first installed a license to use it.

Note: Coaching Assignment metrics are inactive by default, if you wish to use these metrics, first activate them from the Metrics page followed by execution of the Deploy Calculation Script job.

Dimensionality: Agent, Date, Day of Week, UTC Date, UTC Day of Week, Organization, Supervisor, Coaching Assignment Type, Coaching Action, Coaching Assigner, Coaching Strategy:

Table E-1 Coaching Assignment Metrics

Caption Description Aggregation

Format Type

Format Scale

# of Assignments Completed Definition: A count of assignments that have entered the Completed state.

Sum Numeric 0

Assignment Completed Duration Definition: The span of time an assignment took to move from Started to Completed.

Sum Time

Maximum Assignment Completed Duration

Definition: The maximum span of time an assignment took to move from Started to Completed.

Avg Time

Minimum Assignment Completed Duration

Definition: The minimum span of time an assignment took to move from Started to Completed.

Avg Time

Average Assignment Completed Duration

Definition: The average span of time an assignment took to move from Started to Completed.

Avg Time

# of Assignments Completed Past Due Date

Definition: A count of assignments that have entered the Completed state, after the Due Date.

Sum Numeric 0

Assignment Completed Past Due Date Duration

Definition: The span of time an assignment, Completed after its Due Date, took to move from Started to Completed.

Sum Time

Maximum Assignment Completed Past Due Date Duration

Definition: The maximum span of time past its Due Date an assignment took to be Completed.

Avg Time

Appendix E: Aspect® Coaching™ Contributor

E-2 | Aspect Confidential Performance Management™

Average Assignment Completed Past Due Date Duration

Definition: The average span of time past its Due Date an assignment took to be Completed.

Avg Time

# of Assignments Started Definition: A count of assignments that are currently in the Started state.

Sum Numeric 0

Assignment Started Duration Definition: The span of time an assignment took to move from Approved to Started.

Sum Time

Maximum Assignment Started Duration

Definition: The minimum span of time an assignment took to move from Approved to Started.

Avg Time

Minimum Assignment Started Duration

Definition: The minimum span of time an assignment took to move from Approved to Started.

Avg Time

Average Assignment Started Duration

Definition: The average span of time an assignment took to move from Approved to Started.

Avg Time

# of Assignments Suggested Definition: A count of assignments Suggested by a Coaching Strategy.

Sum Numeric 0

# of Approved After Suggested Definition: A count of Approved assignments Suggested by a Coaching Strategy.

Sum Numeric 0

Approved After Suggested Duration

Definition: The span of time an assignment took to move from Suggested to Approved.

Sum Time

# of Suggested Assignments Approved Within 24-Hours

Definition: A count of assignments Suggested by a Coaching Strategy that were Approved within 24 hours.

Sum Numeric 0

# of Suggested Assignments Approved Within 1-Week

Definition: A count of assignments Suggested by a Coaching Strategy that were Approved within 1 week.

Sum Numeric 0

Assignment Suggested And Approved Percent

Definition: The percentage of Suggested assignments that were Approved.

Avg Percentage 2

Assignment Suggested And Approved Within 24-Hours Percent

Definition: The percentage of Suggested assignments that were Approved within 24 hours.

Avg Percentage 2

Assignment Suggested And Approved Within 1-Week Percent

Definition: The percentage of Suggested assignments that were Approved within 1 week.

Avg Percentage 2

# of Assignments Cancelled After Suggested

Definition: A count of Cancelled assignments Suggested by a Coaching Strategy.

Sum Numeric 0

# of Assignments Completed By Due Date

Definition: A count of assignments Completed by their Due Date.

Sum Numeric 0

Completed By Due Date Percent

Definition: The percentage of assignments that were Completed by their Due Date.

Avg Percentage 2



Format Type

Format Scale

Aspect® Performance Management™ Installation Guide Aspect Confidential | E-3

Completed Past Due Date Percent

Definition: The percentage of assignments that were Completed past their Due Date.

Avg Percentage 2

# of Coaching Ratings Definition: A count of Completed assignments with a non-null Coaching Rating.

Sum Numeric 0

Maximum Coaching Rating Definition: The maximum Coaching Rating given by an assignee after Completing an assignment.

Avg Numeric 0

Minimum Coaching Rating Definition: The minimum Coaching Rating given by an assignee after Completing an assignment.

Avg Numeric 0

Average Coaching Rating Definition: The average Coaching Rating given by an assignee after Completing an assignment.

Avg Numeric 2



Format Type

Format Scale

Appendix E: Aspect® Coaching™ Contributor

E-4 | Aspect Confidential Performance Management™

Aspect® Performance Management™ Installation Guide Aspect Confidential | F-1

FAppendix F

Reporting Services

Microsoft® SQL Server Reporting Services® is a server-based reporting platform that provides a full range of ready-to-use tools and services to help people throughout your organization create, deploy, manage, and use reports quickly and easily. With Reporting Services, you can retrieve data from relational, multidimensional, and XML-based data sources; publish reports that can be viewed in various formats; and centrally manage report security and subscriptions.

Reporting Services is an optional component that can integrate with Performance Management. For more information on reports in general see:

https://msdn.microsoft.com/en-us/library/ms159106(v=sql.120).aspx

Reporting Services Prerequisites

Install Microsoft® System CLR Types for Microsoft® SQL Server® 2012.

Install Microsoft® Report Viewer 2012 Runtime®

Security

1. You must configure an account to use for the Workforce Optimization Application Pool, or specified in the Workforce Optimization web.config file. The system will check the Workforce Optimization web.config file first for an account. If there is not one specified, then the Workforce Optimization Application Pool account is used. This account is the account that will execute reports. This account must have the Browser Role assigned to it in Reporting

Appendix F: Reporting Services

F-2 | Aspect Confidential Performance Management™

Services at the folder the reports are to be executed from, or explicitly on each Report, in order to view the reports in Performance Management.

To set an account on the Application Pool, follow these instructions.

1. The Application Pool is called WFO: https://technet.microsoft.com/en-us/library/cc771170(v=ws.10).aspx

2. To set an account in the Workforce Optimization web.config file, open the Workforce Optimization Configuration tool under the Start menu, click File > Advanced, then click on the Advanced Settings tab. Enter the details of the account.

Note: You can enter the Domain and Username of the account separately, or you can enter the full details into the Username filed in the format <Domain>\<Username>

Note: Users of Performance Management do not need to have access to Reporting Services.

3. If you specify an account to use for the Report's Data Source, then the account must have access to the Data Source, i.e. SQL. Typically this is read only access.


4. The Reporting Services Windows Service account does not need access to the Performance Management Data Warehouse Database.

Note: If your Report Data Source is using Integrated authentication, then you can only use an account for the Workforce Optimization Application Pool, not in the Workforce Optimization web.config file. This account is then passed to the Data Source, and therefore must have access to the Data Source.

Note: If Reporting Services is installed on any server other than the Workforce Optimization server and Integrated authentication is to be used, then Kerberos Delegation must be configured manually by the Customer. This has not been tested by Aspect, but Microsoft provide details on how to configure this. https://msdn.microsoft.com/en-us/library/cc281253.aspx

Note: If you wish to store credentials with the Data Source, but want to Impersonate the User then the user that will be passed is the account used for the Workforce Optimization Application Pool, or specified in the Workforce Optimization web.config file; Not the User logged on to Performance Management. If using SQL as a Data Source, then the identity of the User that is running the report must exist in SQL, (i.e. the Workforce Optimization Application Pool or web.config Account,) and the account stored in the report's Data Source must be set to be a sysadmin in SQL. For more information, see:https://msdn.microsoft.com/en-us/library/ms160330.aspx andhttps://msdn.microsoft.com/en-us/library/ms186297.aspx

5. In order to browse Reports from the Administration area, the account running the Performance Management Service Bridge must have the Browser Role assigned to it in Reporting Services at the Home level.

Note: By default, this will allow Performance Management to view all of the reports on the Reporting Services server. If you want to hide items, then you can override Security on the folder or reports as required and remove the service account.

6.

Table F-1 Shows the configurations of a Report's Data Source security that work with Performance Management and Reporting Services when Reporting Services is installed on its own server, or on the Workforce Optimization server

Reporting Services Installed on its own server

Reporting Services Installed on the Workforce Optimization server

Application Pool Web.config Application Pool Web.config

NT Prompt for Credentials OK OK OK OK

SQL Prompt for Credentials OK OK OK OK

Integrated Needs Kerberos N/A OK N/A

Credentials Stored On Reporting Services

OK OK OK OK

SQL Credentials Stored On Reporting Services AND Impersonate enabled

OK OK OK OK



HTTP and HTTPS

Reporting Services can be configured to use an HTTPS connection if desired. Workforce Optimization does not need to be using an HTTPS connection if Reporting Services is using HTTPS.

Load Balanced Reporting Services

Reporting Services can be configured in a Load Balanced scaled deployment if desired.

Note: This requires the Enterprise edition of SQL Server

Upgrade and Repair Considerations

The account used for the Workforce Optimization Application Pool, or specified in the Workforce Optimization web.config file, are set back to their defaults on a Re-install, Upgrade or Repair of the Workforce Optimization installation. The account must be re-entered if this happens.

Client

ReportingServicesServer

Data Source

WorkforceOptimization

Server

The user authenticates with Performance Management and loads a Reporting Services Report

If Prompt For Credentials is used, then the credentials are passed to the Data Source from the client machine to load data

If Credentials are stored with the Data Source, then these credentials are passed to the Data Source from the Reporting Services Server to load data

The account used for the Workforce Optimization Application Pool or Workforce Optimization web.config file is used to authenticate with Reporting Services, and load reports as that user

If Impersonate is used, then the User Name used for the Workforce Optimization Application Pool or Workforce Optimization web.config file is passed to the Data Source to load data in the context of the impersonated user

Note: The Workforce Optimization Server and Reporting Services Server can be combined

Account Usage In Reporting Services Integration with Performance ManagementKEY:

Credentials are passed direct from Target to Source

Credentials are passed from Target to Source via Reporting Services Server

If Integrated is used on the Data Source, then the account used for the Workforce Optimization Application Pool or Workforce Optimization web.config file are passed to the Data Source


Active Directory Federation Services

Reporting Service can be used when Claims Authentication is used.

Trouble Shooting

1. Problem: Some errors won't be shown in the Report Viewer when executing reports in Performance Management.

Solution: To enable Remote Errors, follow these instructions: https://msdn.microsoft.com/en-US/library/aa337165.aspx

2. Problem: Seen when trying to load any Reporting Services report:

Report Server encountered an error.

Please contact your System Administrator.

Error The permissions granted to user 'DOMAIN\SERVER$' are insufficient for performing this operation. (rsAccessDenied)

Or:

Microsoft.Reporting.WebForms.ReportServerException: The permissions granted to user 'IIS APPPOOL\WFO' are insufficient for performing this operation. (rsAccessDenied)

Or:

System.Net.WebException: The request failed with HTTP status 401: Unauthorized.

Solution: Make sure the Workforce Optimization Application Pool or web.config file has an account set. For example:

3. Problem: Seen when trying to load any Reporting Services report:





Microsoft.Reporting.WebForms.ReportServerException: The permissions granted to user 'DOMAIN\WFOAppPoolAccount' are insufficient for performing this operation. (rsAccessDenied)

Solution: Make sure the account used in the Workforce Optimization Application Pool or web.config file has at least Browser rights granted to it in Reporting Services. For example:

4. Problem: Seen when trying to load a specific Reporting Services report:



Microsoft.Reporting.WebForms.ReportServerException: The item '/Reports/My Report' cannot be found. (rsItemNotFound)

Or:

Microsoft.Reporting.WebForms.ReportServerException: The path of the item 'Reports/My Report' is not valid. The full path must be less than 260 characters long; other restrictions apply. If the report server is in native mode, the path must start with slash. (rsInvalidItemPath)

Solution: Make sure the address specified for the Report in the Admin area is correct. If using a relative URL, verify the System Parameter is specified correctly to use the Report Server URL, not Report Manager

5. Problem: Seen when credentials are stored on a report's Data Source

• An error has occurred during report processing. (rsProcessingAborted)

• Cannot create a connection to data source 'DataSource1'. (rsErrorOpeningConnection)

Login failed for user 'DOMAIN\RSDataSourceAccount'.


Solution: Ensure the Account being used for the Data Source has access to it, i.e. a SQL Database.

6. Problem: Seen when Integrated authentication is set on a report's Data Source


• Cannot create a connection to data source 'DataSource1'. (rsErrorOpeningConnection)

Login failed for user 'DOMAIN\WFOAppPoolAccount'.

Solution: Ensure the User running the Workforce Optimization Application Pool, or specified in the Workforce Optimization web.config file, has access to the Data Source.

7. Problem: Seen when Prompt For Credentials is set on a report's Data Source, and a Windows Account is entered


• Cannot create a connection to data source ' DataSource1'. (rsErrorOpeningConnection)

Login failed for user DOMAIN\UserAccount'.

Solution: Ensure Use Windows Credentials is ticked in the report's Data Source. For example:

8. Problem: Seen when credentials are stored on a report's Data Source and Impersonate is ticked when accessing a SQL Data Source:



Setuser failed because of one of the following reasons: the database principal 'DOMAIN\WFOAppPoolAccount ' does not exist, its corresponding server principal does not have server access, this type of database principal cannot be impersonated, or you do not have permission.

Solution: Make sure that the identity that is running the report exists in SQL, (i.e. the Workforce Optimization Application Pool or web.config account,) and that the credentials stored in the report's Data Source is set to be a sysadmin on SQL.

Further reading:

https://msdn.microsoft.com/en-us/library/ms160330.aspx

https://msdn.microsoft.com/en-us/library/ms186297.aspx

9. Problem: Seen when Reporting Services and Workforce Optimization are not on the same server:





• Login failed for user 'NT AUTHORITY\ANONYMOUS LOGON'.

Solution: Configure Kerberos as advised by Microsoft, or use a different authentication type for the Data Source.

Further reading:

https://msdn.microsoft.com/en-us/library/cc281253.aspx

10.Problem: Error seen when running a report that has the User parameter option ticked in the Performance Management administration area



Error Parameter 'usertoken' does not exist on this report

Solution: Make sure the usertoken parameter is set in the Reporting Services Report. For example:

11.Problem: Error seen when running trying to browse for a report in the Performance Management administration area:


The permissions granted to user 'DOMAIN\APMServiceAccount' are insufficient for performing this operation. ---> Microsoft.ReportingServices.Diagnostics.Utilities.AccessDeniedException: The permissions granted to user DOMAIN\APMServiceAccount' ' are insufficient for performing this operation.

Solution: Make sure the account running the Performance Management Service Bridge must have the Browser Role assigned to it in Reporting Services at the Home level.



Aspect® Performance Management™ Installation Guide Aspect Confidential | Index-1

Symbols.NET Framework 2

Aabout this guide viiAdd-on Metrics Contributor 1agent productivity metrics 1agent productivity schedule compliance metrics

12app database SSIS clustered OLAP database and

app services on individual servers 6app database SSIS OLAP database clustered and

app services on a server 9apply your license 1Aspect Quality Management Contributor 1Aspect Quality Management metrics 1audience vii

Cchecking operating system and service packs 2Coaching

prerequisites 1coaching assignment metrics 1Coaching Integration Contributor 1

Ddatabase backup and recovery planning 1database installation configuration requirements 1defining required user accounts 2

Fforecast group metrics 19

IIDP metric calculations 17IIS

Install 3install .NET Framework 2Install Combinations 1Install IIS 3Install MSMQ 3Install SQL Server Components 4installation combinations 1

app. database, SSIS, OLAP database clusteredand app. services on a server 9

app. database/SSIS clustered, OLAP database,app. database on individual servers 6

OLAP and App database, SSIS clustered, app.services in a server 8

OLAP database clustered, app. database, SSISand app. services on individual servers 7

single server deployment 2split database server and application server 3three server deployment 5

installation configuration requirements 3installation considerations 1installing .NET framework 2installing roles and features 3installing SQL server components 4

Lload balanced app servers 2

MMSMQ

Install 3

Index

Index

Index-2 | Aspect Confidential Performance Management™

OOLAP database app database SSIS clustered app

services in a server 8OLAP database clustered app database SSIS and

app services on individual servers 7Operating System and Service Packs 2Overview 1

PPerformance Management

configuration requirements 1Database installation 1Database installation procedure 2

Performance Management database install proce-dure 2

Performance Management Database Installation 1

Performance Management Services Installation 1configuration requirements 1Installation Procedure 1server install configuration requirements 1

Post Installation Tasks 1Post Installation tasks 1post-installation steps 1Pre-Installation Considerations 2, 1Product Overview 1

Qquality evaluation metrics 1quality interaction metrics 3

Rre-apply license 1Repair or Remove the Database using the Install

Wizard 3Repair or Remove using Windows 3Repairing or Removing Aspect Performance Man-

agement 1Repairing or Removing Performance Manage-

ment 1Repairing or Removing Services using the Install

Wizard 2

Repairing or Removing the database using the In-stall Wizard 3

Repairing or Removing using the Install Wizard 2reporting services 1

Active Directory Federation Services 5HTTP and HTTPS 4load balancing 4security 1trouble shooting 5upgrade and repair 4

Sscorecards 18server architecture 2Server Installation 1Server SSL TLS Security Settings 1Service Packs 2services installation procedure 1single server deployment 2split database server and app server deployment

3SQL Server 2014 SP1 support 2SQL Server Components

Install 4staff group metrics 26superstates 18System Preparation 1system preparation 1

Tthree server deployment 5

UUninstall and Repair database using Windows 3

WWorkforce Management

Contributor 1

Documents

APM81SP1_RevA_Installation_Book