Avaya BCM Call Center Reporting Manual de usuario descargar pdf (Pagina 9)

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide

System Overview

Introduction

Enterprise Edge 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 Call Center system. Enterprise Edge 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 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 Call Center Reporting is integral to Enterprise

Edge Call Center and the Enterprise Edge. The Enterprise Edge Call Center Reporting software

has two separate components: the user interface and the RDB Server.

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

management information.

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

Edge. 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.

PC requirements

The minimum requirements of the PC required to run Enterprise Edge Call Center Reporting

Multiple Client software depends upon whether or not the PC is dedicated to running Enterprise

Edge Call Center Reporting Client, or if it shares its resources with other applications.

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Avaya BCM Call Center Reporting Manual de usuario Pagina 9