Avaya BCM 2.0 Call Center Reporting Manual de usuario descargar pdf (Pagina 7)

System overview

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

System Overview

Introduction

Enterprise Edge 2.0 Call Center Reporting is a Windows® software application that provides

Real Time statistics and comprehensive management information on the day-to-day performance

of your Enterprise Edge 2.0 Call Center system. Enterprise Edge 2.0 Call Center Reporting helps

you manage the peaks and troughs in call traffic. The following Real Time information is

available:

Call waiting times

Queue length

Agent status

Enterprise Edge 2.0 Call Center Reporting:

Provides a comprehensive range of management reports that has information critical

for accurate business planning

Has the ability to support multiple Wallboards which can be individually configured

to display the information that the agents require

System software

The software that sends data to Enterprise Edge 2.0 Call Center Reporting is integral to

Enterprise Edge 2.0 Call Center and the Enterprise Edge 2.0. The Enterprise Edge 2.0 Call

Center Reporting software has two separate components: the user interface (known as the

Graphical User Interface or GUI) and the RDB Server.

The user interface is used to configure Enterprise Edge 2.0 Call Center Reporting and to view the

management information.

One PC on your network must be running the Enterprise Edge 2.0 Call Center Reporting Master

Client software (known as the Master Client). This is the PC which communicates with the

Enterprise Edge 2.0 Call Center application. The Master Client PC gathers information (called

event data) from the Enterprise Edge 2.0 and stores it on the hard disk. It is this stored

information which provides the data for the reports.

The RDB Server is the program used to gather and store the event data sent from the Enterprise

Edge 2.0. The RDB Server must be running whenever statistical data needs to be collected.

For

this reason, it is recommended that the RDB Server is operational at all times.

There can be only one PC on your network running the Master Client software

. However,

so that other users may view the Enterprise Edge 2.0 Call Center Reporting Real Time screens

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Avaya BCM 2.0 Call Center Reporting Manual de usuario Pagina 7