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Reporting for Call Center Set Up and Operations Guide Issue 02 (05)
iv
Figure 110 Agent Profile Report Skillset page.....................................................................................................................150
Figure 111 Agent Profile Report ..........................................................................................................................................152
Figure 112 Agent Activity Report Skillsets page.................................................................................................................154
Figure 113 Agent Activity Report........................................................................................................................................155
Figure 114 Agent Audit Report Skillset Selection page.......................................................................................................157
Figure 115 Agent Selection Page .........................................................................................................................................158
Figure 116 Agent Selection page with No Agents Available...............................................................................................159
Figure 117 Agent Audit Report............................................................................................................................................160
Figure 118 Activity Code Report By Skillset Skillset page .................................................................................................161
Figure 119 Select Activity Code page..................................................................................................................................162
Figure 120 Select Activity Codes page – No Activity Codes...............................................................................................163
Figure 121 Activity Code Report by Skillset .......................................................................................................................164
Figure 122 Activity Code Report By Agent Skillset page....................................................................................................165
Figure 123 Select Activity Code page..................................................................................................................................166
Figure 124 Select Activity Codes page – No Activity Codes...............................................................................................167
Figure 125 Agent Activity Code Report by Agent...............................................................................................................168
Figure 126 Activity Code Report By # of Pegs Skillset page ..............................................................................................169
Figure 127 Select Activity Code page..................................................................................................................................170
Figure 128 Select Activity Codes page – No Activity Codes...............................................................................................171
Figure 129 Agent Activity Code Report by Number of Pegs...............................................................................................172
Figure 130 Summary Report Skillset page...........................................................................................................................173
Figure 131 Summary Report ................................................................................................................................................174
Figure 132 Summary Report Graphs....................................................................................................................................177
Figure 133 Call Profile report Skillset Selection page .........................................................................................................178
Figure 134 Call Profile Report .............................................................................................................................................180
Figure 135 Call Profile Report Graph ..................................................................................................................................182
Figure 136 Incoming Call Report Skillset Selection page....................................................................................................183
Figure 137 Incoming Call Report.........................................................................................................................................184
Figure 138 Incoming Call Report Graph..............................................................................................................................187
Figure 139 Unanswered Help Request Report Selection page .............................................................................................189
Figure 140 Unanswered Help Request Report .....................................................................................................................190
Figure 141 Agent Average Report by Agent Skillset Selection Page ..................................................................................191
Figure 142 Agent Average Report by Agent........................................................................................................................192
Figure 143 Agent Activity Report by Agent Skillset Selection Page...................................................................................194
Figure 144 Agent Activity Report by Agent ........................................................................................................................195
Figure 145 Answered Calls Report ......................................................................................................................................197
Figure 146 Abandoned Call Report......................................................................................................................................199
Figure 147 Abandoned Calling Line ID Report ...................................................................................................................201
Figure 148 Agent Capacity Report.......................................................................................................................................203
Figure 149 Help Request Report ..........................................................................................................................................205
Figure 150 Call Average Report...........................................................................................................................................207
Figure 151 Agent Average Report .......................................................................................................................................208
Figure 152 Agent Profile Report ..........................................................................................................................................210
Figure 153 Agent Activity Report........................................................................................................................................212
Figure 154 Agent Audit Report............................................................................................................................................213
Figure 155 Activity Code Report .........................................................................................................................................214
Figure 156 Agent Activity Code Report by Agent...............................................................................................................216
Figure 157 Agent Activity Code Report by Number of Pegs...............................................................................................218
Figure 158 Summary Report ................................................................................................................................................220
Figure 159 Summary Report Graphs Page...........................................................................................................................221
Figure 160 Call Profile Report .............................................................................................................................................222
Figure 161 Call Profile Report Graph Page..........................................................................................................................223
Figure 162 Incoming Call Report.........................................................................................................................................224
Figure 163 Help Request Unanswered Report .....................................................................................................................225
Figure 164 Agent Average Report by Agent.......................................................................................................................226
Figure 165 Agent Activity Report by Skillset ......................................................................................................................227
- © 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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