Avaya Call Center Reporting 3.0 Manual de usuario descargar pdf (Pagina 41)

Wallboards

Note that the Nortel Networks Call Center Reporting expects the IP Address of the ipView

WallBoard to remain constant. If it is altered, the Nortel Networks Call Center Reporting

WallBoard configuration should be amended to match. This will not happen without manual

intervention on a hardware ipView WallBoard.

If the WallBoard is an ipView SoftBoard running on a PC, you can enter either the IP Address or

the network machine name of the PC (the name by which the PC is identified on the network).

If the IP Address is used to identify the ipView Wallboard or ipView SoftBoard, the Nortel

Networks Call Center Reporting WallBoard configuration must be updated to reflect any

changes to the IP Address of the WallBoard device.

If the IP Address of a physical Wallboard or an ipView SoftBoard software

wallboard changes, the Nortel Networks Call Center Config must be updated to

reflect the new IP Address of the Wallboard device.

Wallboard Title

A Wallboard Title is a line of fixed text on the top line of the Wallboard. It is typically used to

indicate the Skillset (or System) to which a Wallboard has been assigned. A Title can be up to 16

characters long.

Wallboard Buzzer

The Wallboard Buzzer option ensures that whenever a Message, Alarm, Schedule or Summary is

sent to the Wallboard, a buzzer will sound and prompt the agents to view the information being

displayed.

Wallboard Summary

The Wallboard Summary option will automatically display information on the performance of

your call center. Information is displayed on the hour, for the previous hour and for the day so

far.

The Parameters displayed during a summary are:

Abbreviation Description

IH Total number of Incoming calls for the Hour

ID Total number of Incoming calls for the Day

OH Total number of Outgoing Calls for the Hour

OD Total number of Outgoing Calls for the Day

AH Total number of Abandoned Calls for the Hour

AD Total number of Abandoned Calls for the Day

SH Grade of Service for the Hour

SD Grade of Service for the Day

1 2 ... 36 37 38 39 40 41 42 43 44 45 46 ... 92 93

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Avaya Call Center Reporting 3.0 Manual de usuario Pagina 41