Avaya Call Center Reporting to Reporting for Contact Center Manual de usuario descargar pdf (Pagina 9)

Introduction

Upgraded Product Architecture

Nortel Reporting for Contact Center has undergone several major changes from Nortel Networks

Reporting for Call Center and previous versions of Nortel Networks Call Center Reporting

2.5/3.0/3.5. The following sections list some main differences between the upgraded architecture

and the previous versions.

For a full description of the upgraded features of Nortel Reporting for Contact Center, refer to

the Reporting for Contact Center Setup and Operations Guide (NN40040-302).

Upgraded Browser-Based Interface

Nortel Reporting for Contact Center is a reporting tool for the Contact Center. It has a browser-

based interface, visually similar to the CallPilot Manager. As with the CallPilot interface, it is

accessed from an Internet Explorer browser session.

Upgraded Web Host PC software

Nortel Reporting for Contact Center has a single software installation on one Personal Computer

(PC). This PC is the Web Host PC, which functions similarly to the Master PC in the former

Nortel Networks Call Center Reporting 2.5/3.0/3.5 streams.

The Web Host PC stores the historical statistical databases. It is connected to the Contact Center

to obtain the historical statistical information and Real Time screen information.

The wallboards are also driven from the Web Host PC.

Upgrade! No Multiple Client software to install

In the Nortel Networks Reporting for Call Center streams, the customer had to install ‘Multiple

Client’ software onto other PCs to view the Real Time screens or Reports.

With Nortel Reporting for Contact Center, the users of those other PCs use Internet Explorer to

browse back to the Web Host PC to access the Real Time screens and Reports.

No Client software is now required for the other PCs.

Upgrade! No Upload of Call Center Configuration

In the Nortel Networks Call Center Reporting streams, the customer had to upload the Call

Center configuration to view the Agent, Line, and Skillset names in the Reports and Real Time

screens. If the Call Center configuration was modified, the Configuration Upload step had to be

performed again.

Nortel Reporting for Contact Center automatically obtains the information it needs for the Real

Time screens and Reports from the Contact Center, and it does not need to store a copy of the

Contact Center configuration.

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Avaya Call Center Reporting to Reporting for Contact Center Manual de usuario Pagina 9