Avaya BCM Call Center Reporting Manual de usuario

Enterprise Edge Call Center ReportingSet Up and Operation Guide1-800-4 NORTELwww.nortelnetworks.com© 1999 Nortel NetworksP0908540 Issue 01

System overviewEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 018See below for the minimum requirements for your circumstances

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation GuideInstalling Enterprise Edge Call Center ReportingIntroductionThis chapter desc

Installing Enterprise Edge Call Center ReportingEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0110Do not rename, move or dele

Installing Enterprise Edge Call Center ReportingIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide11Installing Enterprise Edge

Installing Enterprise Edge Call Center ReportingEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0112Troubleshooting Enterprise

Installing Enterprise Edge Call Center ReportingIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide13Edge Call Center Reporting,

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation GuideUsing Enterprise Edge Call Center ReportingStarting Enterprise Edge Call Cent

Using Enterprise Edge Call Center ReportingEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 01165. Click OK.Note: Enterprise Edg

Using Enterprise Edge Call Center ReportingIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide17ViewToolbar - displays the Toolb

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation GuideConfiguring Enterprise Edge Call Center ReportingIntroductionEnterprise Edge

Configuring Enterprise Edge Call Center ReportingEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0120Configure window tabsCompa

Configuring Enterprise Edge Call Center ReportingIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide213. Click Yes when prompted

Configuring Enterprise Edge Call Center ReportingEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 01222. Click the Queue to be n

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation GuideWallboardsIntroductionWith the addition of Enterprise Edge Call Center Report

WallboardsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0124Wallboard SettingsThe Wallboard Settings windowIn Settings, you s

WallboardsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide25Wallboard SummaryThe Wallboard Summary option will automatically

WallboardsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0126The available Parameters are:Abbreviation DescriptionID Number of

WallboardsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide27Creating a Wallboard Message1. From the System Manager window, cl

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation GuideTable of contentsHow to use this guide...

WallboardsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0128Sending Wallboard MessagesA Message can be sent manually to a Wal

WallboardsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide299. From the drop down menu option titled Message, select the mess

WallboardsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 01307. From the drop down menu option titled Message, select the Mess

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation GuideStatistical SettingsIntroductionThe presentation of information in the Real T

Statistical settingsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0132Real Time tabAgent Status AlarmThe times input into the

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation GuideReal Time InformationIntroductionEnterprise Edge Call Center Reporting provid

Real Time informationEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0134System level – Graphical Real Time ScreenThe informati

Real Time informationIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide35System level – Numerical Real Time ScreenThe informati

Real Time informationEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0136Queue levelFrom the System Manager menu, click Managem

Real Time informationIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide37The information displayed in the Queue # Real Time - C

Table of ContentsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 012Password...

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation GuideManagement ReportsIntroductionEnterprise Edge Call Center Reporting automatic

Management ReportsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide39Accessing Historical ReportsHistorical Reports relate to

Management ReportsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0140• To view reports for a whole week, click on any day in t

Management ReportsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide41WindowSelecting Window provides a drop down menu with opt

Management ReportsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0142Selecting Numeric from the View menu option changes the r

Management ReportsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide43Abandoned Call ReportThe Abandoned Call Report shows the

Management ReportsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0144Incoming Call Report – Numerical View (System level)The l

Management ReportsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide45The agent information includes:Title DescriptionTOTAL CAL

Management ReportsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0146The agent information includes:Title DescriptionLOG IN TI

Management ReportsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide47The line information includes:Title DescriptionWAITING TI

Table of ContentsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide3Printing reports...

Management ReportsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0148System Capacity Report – Numerical View (System Level)The

Management ReportsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide49Call Profile ReportThe Call Profile Report tracks the key

Management ReportsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0150Agent Profile ReportThe Agent Profile Report is only avai

Management ReportsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide51Summary ReportThe objective of the Summary report is to p

Management ReportsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0152The Print Option window3. Click the Report Type(s) to be

Management ReportsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide53The Abandoned Caller ID ReportThe information displayed i

Management ReportsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0154Configuration ReportThis report will display all the conf

Management ReportsIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide55Note: The Configuration Report is only available for prin

Management ReportsEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 01564. Click Activate Print Schedule on the Daily, Weekly and

IndexIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide57IndexAAbandon Time Bins, 43Abandoned Call Report, 43Abandoned Caller I

IndexEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 0158HHardware, 5Help Topics, 17, 41Historical reports, 39Hourly reports, 3

IndexIssue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide59Solving problems, 12Spectrum Wallboards, 24Starting, 12, 15Stat Time B

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation GuideHow to use this guideIntroductionThis guide is designed to assist a System ma

How to use this guideEnterprise Edge Call Center Reporting Set Up and Operation Guide Issue 016Management Reports — describes how to access and view t

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation GuideSystem OverviewIntroductionEnterprise Edge Call Center Reporting is a Windows