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General Introduction

Overview

UCentric is a suite of auditing tools which includes the products previously known as “Asset Manager” / “Ask Seymour”. UCentric is a resource analysis system that allows a comprehensive examination of multiple data sources for a number of purposes and is split into several categories. The data sources can include: -

• SfB/Lync activity data

• SMDR/CIL/CDR Call Records

• PABX/CM Audits

• Building Access Card data

• Environmental Data

• WebEx records

• DropBox/Google Drive activity

• Plus much, much more!

UCentric is designed to be extensible and allow data from any source.

Open

UCentric Voice Audit allows the auditing of multiple telephone (PBX) systems to be performed quickly and easily. It is a powerful administrative tool that enables the user to precisely track the number, type and availability of key PBX resources such as cards, trunks and handsets. It is possible to view details of any aspect of the communication system with just a few mouse clicks. Furthermore, UCentric Voice Audit can autonomously monitor any number of PBX systems, whether LAN-linked nodes or individual units accessible only by modem and export this information for the purposes of Compliance, Asset Tracking or Migration.

Note: UCentric Voice Audit has it’s own separate user manual.

UCentric People provides key metrics on the performance of departments and individuals, and provides a comprehensive set of reports to show all activity that involves users. It can generate KPI style reports, Standard Deviations and like-for-like comparisons with the own users activity or between individuals and teams of individuals.

UCentric Property provides detailed movement information about users throughout multiple locations using magnetic or RFID access data. In addition to this, the property module can monitor environmental systems and provide details of unused resources within a physical location.

UCentric

Introduction

UCentric People allows you to report on a number of metrics in a highly visual manner. The data captured by UCentric People falls loosely into the following categories:-

• Call Data

  • Desk telephone usage

  • ACD (Automatic Call Distribution)

  • Mobile Phone records

  • Skype-for-Business / Lync calls

  • Hunt Group activity

• Chat Data

  • SfB / Lync Chats

• File Sharing

  • SfB / Lync File Sharing

  • DropBox

  • Google Drive

• Access Records

  • Magnetic / RFID access cards

  • VPN / RAS logon attempts

Logging into the system

As with UCentric Voice, visit the appropriate URL for the UCentric Web Server

Locally: http://127.0.0.1/ucentric

Remotely: To access remotely replace the IP address in the above link with the hostname or IP address of the system UCentric is installed upon.

Once you have browsed to the web interface you will be greeted with the below window, here you can log in using an UCentric account. These are usually created during installation for you or can be created by an Administrator, default users are also available.

Once logged in you will be presented with the ‘Portal’ and any ‘Widgets’ that are active for your profile.

The Main View

The main portal view of UCentric displays the ‘Agents’ that are capturing data into the platform, along with some tickers that show real-time activity.

The left of the page has a tool bar displaying the reports and actions available for each aspect of UCentric.

In the example shown above, you can see that there are a number of ‘tenants’ with multiple locations and data capture agents. To the right of the screen, a real-time display shows the events captured from the agents and any legacy Novalog platforms.

The toolbar to the left provides access to the reports, complete with a ‘quick search’ and ‘NLP search’ option for locating devices / users and for selecting simple reports using plain English.

Widgets

The widgets can be added to the main portal screen by double-clicking in open space or by selecting “add widgets” from the right-hand collapsed menu bar. This will display a pop-up selector that allows you to add any available widgets

Quick Search

In the top UCentric panel you will find “Quick search”

This allows you to quickly search for Voice Assets or Users, but will limit to the first 50 results it finds. The search will look for any extension number, name, IP/MAC Address or description.

Clicking on an entry will open the appropriate sub-application and dataset.

NLP Search

The NLP allows you to request simple reports using natural language, as an example you can enter:-

report extension 5004 05/12/2017

The current accepted syntax models are as follows:-

compare [console | extension | extn | trunk] xxxx with [console | extension | extn | trunk] [last month | last week | this week | today | yesterday | dd/mm/yyyy]

find [console | extension | extn | trunk] xxxx

report [console | extension | extn | trunk] xxxx [last month | last week | this week | today | yesterday | dd/mm/yyyy]

stddev|stdev [console | extension | extn | trunk] xxxx [last month | last week | this week | today | yesterday | dd/mm/yyyy]

Live Agent Status

The Live Agent status screen provides a simple mechanism to ensure that all data is being captured across the network from your disparate business systems. When operating live, brief statistics are shown.

UCentric People

Behavioural Reporting

Detailed Search

This allows you to search for specific events easily, and then filter the results to suit.

The Users and Departments selectors are intellisense, and will filter as you type. The Source Event types

default to “Phone” and “Trunk” events, but can include a number of other event types as shown here.

Clicking on the green and red boxes will select all or clear the selection.

The date range can changed in a number of ways using the buttons highlighted in the image to the right. The calendar icon will pop up a simple calendar selector. The -/+ buttons will select the next/previous month and the quick date drop-down provides standard date ranges.

For selection boxes with two sets of dates you can use the

icons to copy the selections from the top to the bottom of the selection pane.

Viewing the results

Once the results are shown on screen there are a number of ways to export and manipulate the data.

The

icon in the search parameters will collapse that view to provide more real-estate for the rest of the report.

The search filter allows you to exclude certain types of events from the result set, and provides the ability to export all records (in this case 657 events) to an Excel spreadsheet or PDF documents. The PDF and Excel icons shown in the search parameters table will only export the current view (25 records)

Highlighting outliers

Within the detailed report, “Outliers” can be identified by hovering over the Duration, Ans Time and Cost columns headings. When doing so records that fall outside of the standard deviation will be highlighted – essentially highlighting the longest, worst answer time and most expensive calls and events that have been captured.

Drilling Down

Clicking on a single event will shown any linked records associated with the individual record.

If multiple records are associated with each other, the view will look more like this

And clicking on the

button will show the same information graphically

A day in the life

This report is designed to provide an overall snapshot of the performance of one or more individuals.

The search parameters are simply the date range, user or departments you wish to see and which blueprint / wireframe document to show any movements on.

The information is broken down into 3 areas; “Activity” – showing the total number of different event types within 4 hour blocks. “Dispersion of data” – showing what activities have taken place on a minute-by-minute basis and a 3D model of a building / location showing heat-map movement when the slider is used.

Clicking on any one of the icons in the Activity pane will display a pop-up timeline of that category of events:

Standard Deviations

The standard deviation report allows you to compare performance of an individual or group of people against another individual or group. The

The search pane therefore is a little more detailed:

You will notice some arrows

next to the date selection. These simply copy the selected date from the top to the bottom and visa-versa to save entering the same information twice when comparing the same period.

This report allows differing periods and groups of people to be compared in a very visual manner.

The resultant report shows banding where the metrics are outside of the standard deviation for the target group compared to the source for duration, time-to-answer and cost.

The image shown below highlights the variance expected versus the data retrieved for the target.

This can be explained as follows:

You can quickly see that everything in the green band is ‘normal’ compared to the control set, and everything in the red band is ‘abnormal’

Dataset Comparisons

The source parameters can include event types, source and destination names or numbers and even specific agents.

The target is the agent data you wish to compare against (usually a single source such as an environmental sensor) and the metric allows you to select from

several different comparative methods.

The telephone and trunk records are shown in the left-hand scale, whilst the ambient temperature is shown in the right. You can see that this data only has temperature readings for part of the day.

Timeline Search

The timeline search provides a means to visually determine all activity from all sources within a particular time window and then explore that data.

When selecting the data, you can specify a number of different parameters, but be aware that the timeline view will limit to the first 200 records, so you should use the parameters to filter the data as required.

When the timeline view is first shown, you may see narrow bands of colour – this is normal and indicates lots of records overlapping.

By using the mouse wheel you can zoom the view

By dragging the timeline up and down you can see other simultaneous activity and clicking on an item with display the same associated records and cloud view.

To increase the view-port size, use the

icons on the search parameters and Timeline windows to resize the view.

In addition to the main timeline view, you can also view the events in a vertical sequential view by clicking on the

button at the bottom of the timeline view.

The vertical timeline will then appear in a pop-up window, ordered by most recent events at the top.

Use the mouse wheel or cursor/page up/down to scroll through the events.

Team Comparison

The Team Comparison report provides a very easy side-by-side comparison of activity of different types between two groups of people.

As with the other reports, you can select a source user or team of users and a user or team to compare against. The report is split into two halves, the first showing a Team 1 vs Team 2 view of the different metrics captured, and the second shows two graphs with the same metrics overlaid.

Working Hours

The Working hours report is predicated on the users being correctly configured with their ‘normal’ working hours, i.e. 09:00 – 17:00, Mon to Fri.

Once this information is known, it is easy to then overlay their activity and highlight under or over working.

The activity for each user is then shown in a calendar format, with three icons overlaid onto the report

= Working during their expected hours

= Working additional unexpected hours

= Not working when expected to do so.

This then allows an ‘Overall work rate’ of 68% to be calculated as shown in the above example. In reality you would expect an overall working rate of ~75% due to lunch, rest breaks etc., but in addition to providing visual activity over a working week, the Working Hours report can also highlight unusual access and activity by an employee outside of normal working hours.

Metadata Tag Activity

The Metadata tag activity provides a visual representation of the different types of data being captured for individuals or teams of people

The main view shows dials with the different types of data being captured

With individual charts for each type of source showing the activity spread over the chosen reporting period

Group performance

The Group performance report will look at each distribution / hunt / ring group and detail how the calls have been distributed within the group(s) over a given period

Each group is shown with a ‘total’ (highlighted above in cyan), and then a separate row for each member that has participated in the group over the given search period.

The Highlights column shows some key metric alerts with

indicating a positive insight, and

a negative one. The possible insights shown are:-

Events in progress

The Events in Progress report will detail a minute-by-minute graph (and average graph) of all events (you can filter these within the search parameters) in order to obtain a view of the overall activity of the systems being monitored

Activity Reports

User Activity by Date

The user activity by date provides a monthly calendar-style view of all events that have occurred for a single or multiple users.

As with the detailed event view, clicking on a single event will show all connected records and allow a visual view of linked records.

User Event Activity

The User Event activity report provides a 3D bar chart that shows the activity of the selected users across different event types.

The columns change in colour from cold-to-hot based on the value, so more activity = hotter colour.

The above shows more calls being made and received between 09:00 and 11:00 than any other time of the day. The graph can be manipulated with the mouse to view larger datasets.

Department Activity

The Department Activity report provides a 3D visualisation of each department member compared with their colleagues. This highlights both rising stars and poor performers within a team.

The panel to the left of the graph allows the style to be changed and also highlights the most active member of the department.

Organisation Activity

Much like the Department Activity report, this 3D graph allows you compare whole departments against each other in a visual manner.

In this case the highlighted metric is a whole department (Helpdesk) with a peak value of 35 on the 22^nd of the month – showing as red in the graph.

Performance Reports

Performance headline

This report will specifically target a pre-configured set of users, numbers or departments (this is configured by your maintainer) to provide statistical metrics on incoming calls for the Week, Month and Year to date.

The results show incoming call volumes, abandoned calls (where a caller hangs-up without being answered) and the percentages thereof.

Clustering

Clustering allows you to compare two differing metrics within the data and highlight pattern clusters within it. As an example, comparing duration vs. cost reveals a fairly obvious pattern.

But answer time vs. duration doesn’t appear as intuitive.

The report will allow you to compare any two of the following subsets of data: Day of week/month, hour of day, month of year, 5 min intervals, cost, duration, answer time, source type, source, destination type, destination, measurement, geographic location, dialling code and charging tier.

UCentric Voice

The ‘Voice’ element of UCentric concentrates on Telephony and provides a more traditional view of call data and focuses on calls, durations and answer times.

Structure Reports

Daily Summary

The daily summary report provides a simple summary of calls, costs, call failures and durations by day of month for any given range.

If there is no data for a given day of the month, it is excluded from the report.

Site Performance

The Site Performance report details incoming call traffic flowing between locations as it is transferred between users in different departments.

This report provides a simple overview of incoming statistics.

Departmental Summary

The departmental summary relies on an accurate department structure being populated within UCentric. This can be achieved through HyperDirectory™ or through the build-in web editor – however for large directory structures it is advised that you contact your support provider to assist with this.

The Department Summary allows you to specify specific departments or ‘all’, and as with the other reports you can adjust other search criteria to suit your requirements.

The generated report will automatically show a heat-map of usage against the calls to highlight those with the most activity. Clicking on any department will drill-down to the Extension Summary report for that specific department.

Extension Summary

The extension summary can be accessed directly, or drilled-down to from the Departmental Summary report.

As with the Departmental Summary, a heat-map is shown on the calls in order to highlight the most prolific users, this activity is also shown as a sparkle-line graph against each user, and as a combined line-graph at the bottom of the page.

Clicking on an individual will drill-down to the Detailed Search

Geographic Distributions

The Geographic Distributions will highlight on a UK or global map the call activity.

This report relies on an accurate directory with locations being provided otherwise the following error will be shown.

If Geo-location data exists, a map of the UK will be shown (with the option to select alternative maps) with dots showing the locations of data activity. Hovering over those dots details more information about the data.

Tier Usage

The Tier usage report details call costs categorised by the charging tier used to calculate the cost. Typically this will be around 10-20 different tiers for most national / regional calls.

The generated report will detail each tier’s charging details, along with a heat map of calls and costs.

Availability Reports

Trunk Report

The trunk report provides details of traffic, availability expenditure and types of call over the selected period.

The report is comprised of a table and line graphs, with the former providing key metrics on telephony access to the communications platforms. This can be easily filtered by selecting specific agents (essentially specific PABX’s) or source and destination numbers.

Grade of Service

The Grade of Service report provides a statistical probability of communications failure based on the amount of call traffic that has previously occurred.

The generated table highlights the busiest time (averaged over the selected period) with the number of required trunks shown in the 1/x columns.

Typically, maintainers would aim for 1/100, meaning 1 caller in 100 could theoretically get a busy tone when calling. This is commensurate with the PSTN level of service most businesses receive from their carriers.

Time-to-Answer (TTA)

This classic reporting view provides a more traditional view of telephone call performance,

The generated report shows the number of calls answered and unanswered in each of the ringing time slots, and cumulative value for each shown.

The average answer time band is highlighted in orange, and the data is averaged over the selected date range.

Answer Summary

The answer summary report provides detailed metrics on the number of incoming calls to either the entire organisation or specific departments or users, and then provides metrics on the number of those calls that arrived via a ‘transfer in’ to the user or were subsequently transferred ‘out’ from the user.

Due to the ability for calls to be repeatedly transferred, the percentages shows will rarely add up to 100%, and will usually exceed this.

Caller ID

Designed to track repeated callers, this report will look at all incoming calls and provide a list of callers that have repeatedly called and detailed their location and caller ID.

For each grouping, the report details the number of unique callers and the earliest and latest date that they called. In the above example, 22 different callers rang the company 25 times, and 19 callers rang on 26 occasions.

This report can be used to target specific locales or clients.

Redial summary

This report will look for callers dialling a specific target number and then hanging up and redialling a different number. This can be used to show callers that redial the same or different numbers within an organisation due to being unable to get connected.

Note: This report requires CLI’s (Calling Line Identity) to work. If the caller withholds their CLI, or CLI is not available, this report will not run.

Interconnections

The Interconnections report is a purely visual report to show how calls traverse a private voice network.

The wireframe image shows how incoming and outgoing calls are connected from PABX’s to departments and the internal call traffic that occurs internally within the voice network.

This report can get very complex with large datasets, and it is advised to filter the information accordingly.

Durations and Answer Times

This report provides a scatter-chart showing the spread of answer times and durations with colour banding to highlight calls that fall outside of acceptable performance metrics.

Clicking on a dot in the answer times or durations graph will drill-down to the calls that equal or exceed the selected value.

The longest duration and longest answer times are also highlighted with a small arrow and value within each chart.

Call Types

This report provides a breakdown of call types over the selected period, with a 2^nd graph showing costs and durations.

UCentric Property

Environmental Reports

Temperature

The Temperature report provides a simple visual report that highlights the average and minimum/maximum temperature within a given location over a chosen period of time.

The generated report uses coloured bands to show the accepted heat levels.

Property Reports

Building Access

The Building Access report uses Magnetic card, RFID or keypad data to identify access to a location by an individual or collection of users. This can be used for security, scoping hot desk requirements or managing fire escape routes.

The main report is split into two tables – a simple “Entry”, “Internal” and “Exit”, with a ‘staff present’ value at the end of each row, and a floor-by-hour heat-map of access throughout the day.

Clocking on upper table will drill down to a heat-map for a specific floor, and clicking on the heatmap will drill-down to the specific hour selected and show the users who are accessing the building.

Building Access (Blueprint)

Like the former report, this produces the same information, but in addition allows you to view the data as a blueprint of a building or campus location.

The Search parameters allow the inclusion of a blueprint document, which when viewed, provides a 3D model of the data that can be manipulated with the mouse and keyboard.

Using the slider will show activity throughout the day as an animated heat-model of the location

and the mouse buttons and wheel allow you to pan/zoom/rotate the image.

Pressing the

button will move the slider automatically at 2 mins / second rate, and the

button disables the colour heat-mapping so you can see the layout clearly.

Unused Phones

Note: This will change soon.

The Unused Phones report utilises the legacy Asset Manager scan and Novalog IP data in order to identify unused phones within a location.

This report will be deprecated in favour of a UCentric version within the next release and should be ignored for the moment.

Administration

UCentric User Structure

The UCentric User Structure allows the system to understand how the data captured should be allocated to a particular user (or device) and what data particular users are permitted to view. This is split into 2 key areas

The first option provides access to the web portal in order to run reports, and the latter two options define the users within the systems that are being monitored.

Manage Web Logins

When selecting this option, a list of the existing logins is shown

Clicking on any individual will bring up the user login profile editor

The first half of the pane provides basic user settings such as user name, password and the applications that the user is permitted to access. The 2^nd half provides more detailed restrictions for both UCentric and other legacy MIT applications

From here you can restrict the locations and sites/systems that the user will have access to when logging into the Web Portal.

The following restrictions can be made:-

UCentric Restrictions: “Tenant” (for multi-tenanted systems)

UCentric Voice Audit: “Audit Sites” – These restrict views to specific branches of the tree

Classic Restrictions: This restricts the legacy sites, departments and extensions visible in Novalog

MiSMS: This restricts the site or node (tree branch) visible to the user

When a “node” or “branch” restriction is applied, this means that a user can see all sites in and below the selected branch or node. This is useful for partitioning access to a system within a single organisation.

Additional Information

General Enquiries & Technical Support

Further information and technical support for UCentric is available from MIT Dynamic. Any feedback about the system or this manual is welcomed.