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able of Contents
Reporting for Call Center Set Up and Operations Guide Issue 02 (05)
ii
Logging...................................................................................................................................42
Company Details ..........................................................................................................................44
Reporting ......................................................................................................................................45
Using Reporting for Call Center ..............................................................................47
Logging In ..........................................................................................................................................47
Time Bins Setup ................................................................................................................................50
Answer Time Bins.........................................................................................................................50
Abandon Time Bins ......................................................................................................................50
Print Schedules..................................................................................................................................54
Daily Schedules ............................................................................................................................55
Skillset List Selection Methods .....................................................................................................60
Adding Selections to the Favourites List ......................................................................................61
Weekly Schedules ........................................................................................................................65
Monthly Schedules .......................................................................................................................74
Real Time...........................................................................................................................................83
Using the Real Time Options........................................................................................................83
Real Time Summary...............................................................................................................83
Real Time Summary - Agent Summary .................................................................................85
Real Time Summary – Call Summary....................................................................................86
Hiding the Real Time Panels..................................................................................................88
Real Time Detail .....................................................................................................................88
Call Detail ...............................................................................................................................89
Agent Detail............................................................................................................................91
Agent Alarms .....................................................................................................................................94
Wallboard Setup ................................................................................................................................97
Introduction ...................................................................................................................................97
Message Formats .........................................................................................................................98
Parameter Messages .............................................................................................................98
Scrolling Messages ................................................................................................................98
Summary Messages.............................................................................................................100
Using the Wallboard Options ......................................................................................................100
Wallboard Assignment Page ................................................................................................101
Add Wallboard Page ............................................................................................................103
Wallboard Parameters..........................................................................................................105
Wallboard Messages Page ..................................................................................................108
Alarms ..................................................................................................................................111
Schedules.............................................................................................................................117
Instant Messages .................................................................................................................122
Reports ....................................................................................................................125
Reports Introduction ........................................................................................................................125
General .......................................................................................................................................125
Report Periods .....................................................................................................................125
Skillset Selection ..................................................................................................................125
Voice and Multimedia Calls ..................................................................................................125
Direct and Indirect Calls .......................................................................................................125
Calls and Call Transactions..................................................................................................126
Call Transactions and the Direct and Indirect Calls .............................................................126
In-Progress Calls ..................................................................................................................127
Report Headers ....................................................................................................................127
Report Viewer Toolbar................................................................................................................127
Printing a Report ..................................................................................................................128
- © 2004 Nortel Networks 1
- P1012912 Issue 02 (05) 1
- Table of Contents 3
- Table of Figures 7
- Change History 11
- How to Use This Guide 12
- How to Use this Guide3 13
- Introduction 14
- Administrators and Users 15
- Assigned Skillsets 15
- SQL Historical Database 16
- System Software 16
- PC Requirements 16
- Introduction 7 17
- Installation 18
- Introduction 9 19
- Installation prerequisites 20
- Introduction 11 21
- Introduction 15 25
- Back button 26
- Introduction 17 27
- Introduction 21 31
- Administration 33
- Changing Default Password 34
- Administration Menu 35
- Administration 27 37
- Administration 29 39
- Administration 31 41
- System Admin Settings 41
- User Admin 42
- Administration 33 43
- Figure 23 User Admin Page 43
- Figure 24 Add User Page 44
- Administration 35 45
- Administration 37 47
- Figure 26 Edit User Page 47
- Reset Password 47
- Skillset Assignment 48
- Administration 39 49
- Administration 41 51
- Administration 43 53
- Figure 32 Logging Menu Page 53
- Administration 45 55
- Figure 35 Main Menu Page 56
- Logging In 57
- Time Bins Setup 60
- Figure 41 Time Bins Page 63
- Print Schedules 64
- Daily Schedules 65
- Real Time 93
- Skillset 95
- Call Detail 99
- Logged Into SS 103
- Agent Alarms 104
- Wallboard Setup 107
- Parameter Messages 108
- Scrolling Messages 108
- Alarm Messages 109
- Wallboard Assignment Page 111
- Figure 74 Add Wallboard Page 113
- Add Wallboard Page 113
- Parameters Button 116
- Figure 79 Add Message Page 119
- Figure 83 Add Alarm Page 123
- Alarm Periods 125
- Schedules 127
- Figure 86 Add Schedule Page 129
- Figure 88 Edit Schedule Page 131
- Reports 135
- Calls and Call Transactions 136
- The available formats are: 139
- Using the Reports 141
- Reports 133 143
- Reports 135 145
- Reports 137 147
- Reports 139 149
- Reports 141 151
- Reports 145 155
- Reports 147 157
- Reports 149 159
- Reports 151 161
- Reports 155 165
- Reports 157 167
- Reports 159 169
- Reports 161 171
- Reports 163 173
- Reports 165 175
- Reports 167 177
- Reports 169 179
- Reports 171 181
- Reports 173 183
- Figure 131 Summary Report 184
- Reports 179 189
- Call Profile Report Table 189
- Reports 183 193
- Reports 189 199
- Reports 191 201
- Reports 195 205
- Reports Explained 207
- Abandoned Call Report 209
- Reports Explained 201 211
- Agent Capacity Report 213
- Help Request Report 215
- Call Average Report 217
- Agent Average Report 218
- Reports Explained 209 219
- Agent Profile Report 220
- Reports Explained 211 221
- Agent Activity Report 222
- Agent Audit Report 223
- Posted, etc 225
- Reports Explained 217 227
- Reports Explained 219 229
- Summary Report 230
- Reports Explained 221 231
- Call Profile Report 232
- Reports Explained 223 233
- Incoming Call Report 234
- Reports Explained 225 235
- Reports Explained 227 237
- Cannot Access the Login Page 241
- Changing Agent Names 243
- Glossary 248
- Glossary 241 251
- References 252
- Index 243 253
- Index 245 255
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