Avaya Call Center Reporting 3.0 Manual de usuario descargar pdf (Pagina 52)

Real Time information

System Graphical Real Time - Lines - provides a view of the status of all of the lines in each of

10 Skillsets. The longest waiting call duration in each Skillset is also shown (Oldest Call).

The 10 Skillsets which are displayed can be any of the following 5 groups of Skillsets: 1 – 10, 11

– 20, 21 – 30, 31 – 40, 41 – 50. Use the Next Ten Skillsets and the Previous Ten Skillsets

options on the Management Info menu to change which group of 10 Skillsets is displayed.

System Graphical Real Time - Agents – provides a tabular view of the status of all of the

Agents, in all of the Skillsets. The Agents can be sorted by Agent name, Status duration, Skillset

name or current Status. (Nothing is displayed below the Status button, it is purely used for

sorting.)

System Numerical Real Time - Lines - provides a numerical representation of the line related

information.

System Numerical Real Time - Agents - provides a numerical representation of the agent

related information and the service level currently being offered by each Skillset.

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Avaya Call Center Reporting 3.0 Manual de usuario Pagina 52