Nortel Networks P0919439 manual Call Center Reporting Main Window, Level

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Using Nortel Networks Call Center Reporting 29

2.You will be prompted for the System Manager User ID and Password. If you do not enter these correctly the Master Client software will not close down.

Note: The RDB Server will remain operational even though the user interface is now closed.

Closing the RDB Server (on the Master Client PC)

1.Double click the RDB Server icon on the Windows taskbar. This will open the Report Database Server window.

2.Click Exit.

3.You will be prompted for the System Manager User ID and Password. If you do not enter these correctly the RDB Server will not close down.

Note: It is recommended that the RDB Server is always operational so that statistical data from the Call Center is continuously collected.

Call Center Reporting Main Window

The Main window opens after Log In. The features of Nortel Networks Call Center Reporting are accessed from this window.

The menu options which are available depend on the whether you Logged In to the System Manager level (900) or to a Skillset level (901 … 950). Also, whether the System Manager selected the Access to Configuration option will affect the options which are available.

The level you have Logged In to is displayed in the title bar of the Main window. This reads System Manager if you have signed in as the System Manager. If you have Logged In at Skillset level, the name of the Skillset is shown. (If the Skillset has not been given a name in the Configuration settings, then the word Skill and the Skillset number will be shown, for example, Skill08).

If you have Logged In as System Manager, and then used the Sign-Through…option to sign through to a Skillset, for example Skillset 1, and Skillset 1 has been named Support, the title bar would read: Nortel Networks Call Center Reporting – Manager – Support.

By looking at the title bar of the Main Window you will always be able to tell to which level you have Logged In to or signed through to.

The following menu options are available to select:

Level

Log-In… - allows you to access configuration and management information.

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Nortel Networks Call Center Reporting Set Up and Operation Guide

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Contents Return Page Table of contents Real Time Information Configuring Nortel Networks Call Center ReportingStatistical Settings WallboardsStatistical Data into Microsoft Excel Upgrading from version 2.5 GA to 2.5 Feature PackGlossary of Terms Index Page Introduction How to use this guideHow this guide is organized Other documents System software System OverviewOperational at all times PC requirementsOperating System Version Operating System CompatibilityPage Installation prerequisites Installing Nortel Networks Call Center ReportingTCP/IP Protocol Connection icon Configuration tab displayedChoose Destination Location window appears Master Client PC File Sharing Want to be able to give others access to my filesInstalling Nortel Networks Call Center Reporting Installing Nortel Networks Call Center Reporting Choose Destination Location window appears Applying Security to the Call Center Reporting Shared Folder Connecting to a Protected Shared Folder from a Client PC Installing Nortel Networks Call Center Reporting Troubleshooting Nortel Networks Call Center Reporting Click System Select the Environment Tab Click Control PanelAgent or Line State Colour Click the Environment Variables buttonInstalling Nortel Networks Call Center Reporting Page Starting Nortel Networks Call Center Reporting Using Nortel Networks Call Center ReportingEntering Nortel Networks Call Center Reporting Log Select Level and click Log-Out & Exit… Closing the RDB Server on the Master Client PC Call Center Reporting Main WindowLevel Window ViewSystem System Manager level only Management-InfoHelp Page Configuring Nortel Networks Call Center Reporting Company Configure window tabsSkillsets Lines Agents Stat Time Bin PasswordWallboard Wallboards Wallboard configuration Wallboard installationWallboards Select Properties Wallboard SettingsAbbreviation Description Wallboard ParametersWallboard Parameter window Wallboard Messages Wallboard Messages, Alarms and SchedulesCreating a Wallboard Message Wallboard Alarms Wallboard Schedules Editing a Wallboard Schedule Page Statistical Set Up Statistical SettingsSelect Statistical Set Up Average tab Real Time tabTraffic Analysis tab Peak tabReal Time screens Real Time InformationSystem level Real Time information System Graphical Real Time Lines System Numerical Real Time Agents Skillset levelSkillset Real Time Chart General Notes on the Real Time Displays Service StatusGeneral Notes on the Report Statistics Management ReportsAccessing Historical Reports Accessing Current ReportsSelect Current Reports Management Reports File Report Manager windowReport Viewing Reports Answered Call Report TypesAnswered Call Report Numerical View System level Incoming Call Report Abandoned Call ReportTitle Description Agent Activity Report Agent information includesAverage Time Report System Capacity Report Management Reports ALL Lines Busy Call Profile Report Agent Profile Report Summary Report Printing reports Click on Abandoned Caller ID Report… Abandoned Caller ID ReportAbandoned Caller ID Report Information displayed includes Click Configuration Report Configuration ReportPrint Schedule Management Reports Management Reports Statistical Database File Naming Conventions Location of the Statistical Database FilesLooking at the Statistical Data with Microsoft Excel Management Reports Page Upgrade Process Upgrading from version 2.5 GA to 2.5 Feature PackManagement Reports Glossary of Terms Time data from TCP/IP Alarm Threshold Index Index Index