Nortel Networks Chapter Generating reports, About Attendant Console reports, Report types

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Chapter 6

Generating reports

About Attendant Console reports

Attendant Console collects information about incoming calls and tracks how calls are processed. Use the information from the Reports component to help spot trends and prevent problems.

You can use the caller-related information in Reports to:

•increase sales opportunities

•improve productivity

•reduce expenses

•streamline operations

For example, the Calls by Customer report shows how callers from your company’s top customers are handled. It shows if calls are handled by employees or are routed to CallPilot.

Report types

There are three report types:

•Calls by Customers

•Calls to Employees

•Extension Directory

Calls by Customers report

The Calls by Customers report shows how your employees handle calls from your customers. Each employee report can identify as many customers as necessary. The Calls by Customers report shows:

•the number of calls taken by the employee

•the number of calls routed to CallPilot

•the number of calls handled by others

•the total calls from each customer

Calls to Employees report

The Calls to Employees report shows the type of calls employees receive over a defined time period. This report can spot caller abuse such as too many personal calls, and misdirected calls such as calls from customers routed to the wrong person or department. This report lists the type of call across the top and names of employees down the left side. Each Caller Type has a column for the number of calls and percent. The total of all calls and percent are shown separately.

Extension Directory report

The Extension Directory report lists the employees in the Attendant Console database and the information in their call record.

Attendant Console User Guide

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Contents Business Communications Manager Attendant Console User Guide Trademarks Copyright 2002 Nortel NetworksContents Chapter Handling calls Glossary Index Contents P0936572 About Attendant Console Chapter Introduction to Attendant ConsoleReports component Attendant Console componentsServer component Client componentAdvanced software capabilities Attendant Console featuresComputer compatibility Graphical User Interface GUIReports Choice of Attendant typesAbility to handle growth Starting Attendant Console Configuring Attendant ConsoleTo configure Attendant Console Chapter Getting startedFull-time main attendant Types of attendant setupsTo set or change the attendant’s extension number Part-time main attendant To set up the backup attendant Backup attendantGetting started To set the overflow extension Overflow attendantAssistant attendant Setting up an assistant attendantTo view an assistant attendant’s assigned extensions Call notification Setting up other attendant featuresTo activate call notification Restoring the Attendant Console window To set the Attendant Console window to restore automaticallyTo display extensions Setting the Attendant Selected optionDisabling Transfer options To disable the Transfer OptionsComponents of the Attendant Console window Chapter Using the Attendant Console windowExit Status barAttendant Console menus File menuView menu Edit menuLog to File Tools menuAttendant MonitorTransfer menu Target menu Caller menuHelp menu Attendant menuAccess keys Using keystroke commandsMenu keystroke commands Keystroke commands with the Alt key Using right-click capabilityTo use right-click capability To display the toolbar Using the toolbarToolbar buttons About Loop buttons Company Using Caller Information optionsName Caller TypeCity, State/Province, To access the Edit Caller Information dialog boxEdit Caller Information dialog box PhoneContacts Caller ID NameCaller ID Number Record NumberUsing the call processing area Using the Attendant Console window Edit Employee Information dialog box Voice Mail Using the Directory options Full Directory tabsAssigned Directory list columns Directory list employee and extension informationTo sort information Sorting information in the Directory listBasic call processing with Attendant Console Chapter Handling callsOther call processing functions What the Loop buttons display Answering calls as an attendantTo show or hide inactive Loop buttons To answer an incoming callTo release a call Using the Contacts boxes Using the Target list boxTo transfer a caller to a frequently called number To search by extension or name Using the Directory tabsUsing the Directory Find box To search by department Using the Department list boxTransferring a call To transfer using the Contacts boxTo transfer using the Target list box To transfer using the Directory listTo transfer a call to an outside number Parking calls and paging employees Parking, holding and screening callsTo park a call and page an employee To retrieve a parked call To view parked calls To retrieve a call on Hold Placing and retrieving calls on holdTo put an incoming call on hold To place a call on Hold at an active extensionTo screen and transfer a call Screening callsContacting employees using Voice Call Linking and Joining calls To create a conference call to an outside number Creating a conference callResponding to a Callback that an employee returns Handling a callback callResponding to a callback that an extension did not answer To respond to a Callback callTo process an Assist call To process a Hold callTo process an IntAct call To make a call to an inside extension Making a call from your extensionTo place a call to an extension or outside number To transfer a call to an extensionTo speak to a caller Handling calls at an employee’s telephoneTo send a call to CallPilot To join a call with the current call To create a new caller record from an active call Chapter Maintaining caller and employee informationMaintaining caller information Creating a new caller recordRefer to Parking calls and paging employees on To create a new caller record from a Caller ID To create a new caller record when there are no active callsTo delete a caller record Finding and editing caller informationTo find caller information To edit a caller’s recordMaintaining employee information Using the Directory listTo sort a column of information in the Directory To search by name Finding an employee recordTo reset the Full tab view Resetting the Full tab viewTo search for a person in a department To create a new name for an extension Editing employee informationTo add or change an extension To change the person status of an extensionTo assign the name of an employee to a caller record Using the Make Caller buttonTo select from the list of notes Adding notes to employee recordsTo type a note To save employee edit changes Maintaining caller and employee information P0936572 About Attendant Console reports Chapter Generating reportsReport types To open the Reports window About the Reports windowDatabase box Components of the Reports windowInformation list box contains the report type information Information list boxPeriod list box Customer and Employee Employees and Customers optionsCustomer and Employee Selection dialog box List boxTo load the database Creating and viewing reportsLoading the database Selecting a report typeTo select a report of one month Setting the report periodTo set the report period To select a report of one weekTo clear a date To select employees or customers Selecting employees and customers for the reportTo change the displayed page from the keyboard Creating the reportViewing the report To create a reportTo print a report Printing a reportGlossary Networked model Hunt GroupInternal call Main attendantNumerics IndexP0936572 Person status icon P0936572