Avaya Call Center Reporting 3.0 Manual de usuario descargar pdf (Pagina 37)

Wallboards

and recording these activities into the statistical database, and doing so using the newly

transferred information.

5. When the upload is completed, the word Finished appears in the Config Update dialog,

and the OK button becomes available (non-greyed out, see Page 59).

Nortel Networks Call Center Reporting Config Upload Window – Transfer Completed

6. Click OK.

Stat Time Bin

Select this tab to configure the time thresholds used in the statistical analysis of Answered and

Abandoned Calls. Nortel Networks Call Center Reporting will provide statistical reports on the

percentage of incoming calls answered and abandoned within each of your chosen Stat Time

Bins.

Note that the Time Bins do not show the duration of the calls, they show (Answered report) the

duration of queuing time before they were answered and (Abandoned Report) the amount of

queuing time before they abandoned from the Skillset call queue and gave up waiting.

Also note that changing the Stat Time Bins will affect all Answered and Abandoned call data

which is gathered from that point in time, but it does not re-format existing reports. This allows

you to change the Stat Time Bins to cater for differing needs which may arise, without affecting

your previously gathered statistics.

The valid values that you can enter into the Time Bins are from 00:00 to 59:59, and the values

must be progressively higher, so Time Bin 2 is greater than Time Bin 1, Time Bin 3 is higher

than Time Bin 2 and so on.

Wallboard

Select this tab to configure Wallboard(s). Wallboard configuration is covered in detail in Chapter

6 of this guide.

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Avaya Call Center Reporting 3.0 Manual de usuario Pagina 37