Introduction | INDeX Call Center View Alarm Reporter | ||
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INDeX Call Center View Alarm Reporter
The INDeX Call Center View Alarm Reporter has been designed to enhance the exception management used by the INDeX Call Center View. The Alarm Reporter enables the contact center supervisor to look back on the performance of the contact center, on a daily or weekly basis, by reporting on certain criteria predefined by the contact center supervisor.
To view the alarm reports you must be logged on to the INDeX Taskbar with Administrator Access Level. As an Administrator, you can only view the historic alarm reports for the profiles that you have created within the INDeX CCV. The historic alarm information is available to view for each individual profile. Only one profile at a time can be analysed.
To obtain a historic alarm report file you must ensure that the relevant option is selected within the Alarm Setup options on the INDeX CCV application. The alarms can only be reported on a weekly basis for each individual profile. There is a separate file for each day of the week. The INDeX CCV will overwrite an existing file for the current day.
There are two types of reports:
•Breakdown Reports display detailed analysis of the alarm information for the selected directory number.
•Summary Reports display an overview of the historic alarm information for the selected directory number.
Each report can be previewed prior to printing in either landscape or portrait orientation. The Report Preview is not dependent upon any printer drivers being installed on the PC. However, if a printer driver is not installed, the print facilities of the application will be disabled.
The title of the report signifies the type of report, i.e. Breakdown or Summary. The report also displays the date and time that the data contained in the table was generated along with the INDeX Taskbar User name and the INDeX CCV Profile Name.
INDeX Taskbar
INDeX Taskbar provides the ability to launch the INDeX CCM applications. The INDeX Taskbar also provides built in security through a logon procedure; i.e. you must log on to the INDeX Taskbar before launching the INDeX CCM applications.
Further details on the INDeX Taskbar are available from the INDeX Taskbar User Manual.
CCM3.1 | Page 4 |
Alarm Reporter | 38DHB0002UKEL Issue 3 (18/07/2002) |