Avaya BCM 2.0 Call Center Reporting Manual de usuario descargar pdf (Pagina 41)

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

Management Reports

Introduction

Enterprise Edge 2.0 Call Center Reporting automatically collects and collates statistical data

from Enterprise Edge 2.0 Call Center. From this data, Enterprise Edge 2.0 Call Center Reporting

produces a comprehensive range of management reports to help you manage the performance of

your call center.

The reports are updated and stored on the hard disk of your PC and can be viewed on the screen

or printed as a hard copy. The information can be accessed from the two operational levels:

System level - these reports provide information on the performance of the complete

Enterprise Edge 2.0 Call Center system. The reports show the totals for each Queue.

Queue level - these reports provide information on the performance of individual

Queues. The reports show the details for each individual line and individual agent in

the Queue.

The operational level of the reports which you can see or print is dictated by the level into which

you have Logged In.

If you Logged In as the System Manager (900) then you will be able to access reports at the

System level, and, by using the Sign-Through option you will be able to access reports at the

Queue level too.

If you Logged In to a Queue Level (901 … 916) you will be able to access reports at the Queue

level only, and only for the Queue into which you have Logged In.

The ability to select either the current day’s information (Current Reports) or a period of time

now passed (Historic Reports) can further define the reports. In fact, any individual hour, day,

week or month can be viewed using the Enterprise Edge 2.0 Call Center Reporting package.

Accessing Current Reports

Current Reports provide you with data for either the current hour or the current day to date.

They may be viewed on screen, and printed if required.

To access a Current Report:

Click Management-Info from the Main window.

Select Current Reports.

Click Hourly…, or Daily…as required.

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Avaya BCM 2.0 Call Center Reporting Manual de usuario Pagina 41