Nortel Networks P0919439 manual View, System System Manager level only, Management-Info, Window

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30Using Nortel Networks Call Center Reporting

Sign Through - (System Manager level only) allows you to access each of the Skillsets without having to Log Out from System Manager level and then Log In again using the Skillset level ID and Password. The Sign Through dialog appears which displays all of the 50 Skillsets. You can sign through to a Skillset by double clicking directly on the name of the Skillset, or by highlighting the Skillset you wish to sign through to, and then clicking the OK button.

Print - allows you to print management reports.

Log-Out - allows you to exit without closing the user interface. Log Out & Exit… - allows you to exit and close the user interface.

View

Toolbar - displays the Toolbar when selected. The toolbar consists of various shortcut icons. When the mouse pointer is positioned over an icon, a description of the icon function is displayed.

Status Bar - displays the Status Bar when selected. The status bar appears at the base of the main window and offers a description of either a shortcut icon under the mouse pointer, or an option selected from the main menu.

System (System Manager level only)

Configure - opens the main configuration window (if the Access to Configuration option was checked during the Log In process).

Nortel Networks Call Center Reporting Status - opens a window that shows the Nortel Networks Call Center Reporting status and any diagnostic messages from the RDB Server. The Data Log can be closed and a new one started from this window, when advised to do so by your distributor. You can only do this if you have signed in with access to the Configuration.

Management-Info

Statistical Set up – allows you to specify settings which affect the display or reporting of information

Real Time – displays the Real Time screens to allow you to monitor the activity within, and performance of, your Call Center

Current Reports – display or print reports relating to the current hour or the current day Historical Reports… - display or print reports relating to information gathered and stored before the current day

Abandoned Caller ID Report… - display or print the Abandoned Caller ID report (Skillset level only (901 … 950)

Print Schedule… - set up automatic print schedules to have selected reports printed automatically at designated times.

Configuration Report – display or print the Configuration settings for your entire System (900) or a single Skillset (901 … 950)

Window

Selecting Window provides a drop down menu with options to change the appearance of the windows or to close active windows.

Nortel Networks Call Center Reporting Set Up and Operation Guide

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Contents Return Page Table of contents Configuring Nortel Networks Call Center Reporting Statistical SettingsWallboards Real Time InformationGlossary of Terms Index Upgrading from version 2.5 GA to 2.5 Feature PackStatistical Data into Microsoft Excel Page How this guide is organized How to use this guideIntroduction Other documents System Overview System softwarePC requirements Operational at all timesOperating System Compatibility Operating System VersionPage Installing Nortel Networks Call Center Reporting Installation prerequisitesTCP/IP Protocol Configuration tab displayed Connection iconChoose Destination Location window appears Want to be able to give others access to my files Master Client PC File SharingInstalling 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 Control Panel Click System Select the Environment TabClick the Environment Variables button Agent or Line State ColourInstalling Nortel Networks Call Center Reporting Page Entering Nortel Networks Call Center Reporting Log Using Nortel Networks Call Center ReportingStarting Nortel Networks Call Center Reporting Select Level and click Log-Out & Exit… Level Call Center Reporting Main WindowClosing the RDB Server on the Master Client PC View System System Manager level onlyManagement-Info WindowHelp Page Configuring Nortel Networks Call Center Reporting Skillsets Configure window tabsCompany Lines Agents Wallboard PasswordStat Time Bin Wallboards Wallboards Wallboard installationWallboard configuration Wallboard Settings Select PropertiesWallboard Parameters Abbreviation DescriptionWallboard Parameter window Wallboard Messages, Alarms and Schedules Wallboard MessagesCreating a Wallboard Message Wallboard Alarms Wallboard Schedules Editing a Wallboard Schedule Page Select Statistical Set Up Statistical SettingsStatistical Set Up Real Time tab Traffic Analysis tabPeak tab Average tabSystem level Real Time InformationReal Time screens Real Time information System Graphical Real Time Lines Skillset level System Numerical Real Time AgentsSkillset Real Time Chart Service Status General Notes on the Real Time DisplaysManagement Reports General Notes on the Report StatisticsSelect Current Reports Accessing Current ReportsAccessing Historical Reports Management Reports Report Report Manager windowFile Viewing Reports Report Types Answered CallAnswered Call Report Numerical View System level Abandoned Call Report Incoming Call ReportTitle Description Agent information includes Agent Activity ReportAverage Time Report System Capacity Report Management Reports ALL Lines Busy Call Profile Report Agent Profile Report Summary Report Printing reports Abandoned Caller ID Report Click on Abandoned Caller ID Report…Abandoned Caller ID Report Information displayed includes Configuration Report Click Configuration ReportPrint Schedule Management Reports Management Reports Location of the Statistical Database Files Statistical Database File Naming ConventionsLooking at the Statistical Data with Microsoft Excel Management Reports Page Upgrading from version 2.5 GA to 2.5 Feature Pack Upgrade ProcessManagement Reports Glossary of Terms Time data from TCP/IP Alarm Threshold Index Index Index
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