Nortel Networks P0919439 manual Configure window tabs, Company, Skillsets

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Configure window tabs

Company

Use this tab to enter details of your company. Your Company Name will be included in any printed reports.

Skillsets

Select this tab to upload the Skillset information, and to change the default Passwords for access to the Skillset Level (the Supervisor Password). If no information is uploaded from the Call Center, the Skillset names will default to Skill01, Skill02and so on to Skill50, and the Passwords will default to 901, 902 … 950.

Skillset names are truncated to 7 characters when they are Uploaded from the Call Center, so, for ease of identification, they should be entered into the Call Center in a fashion which makes their first 7 characters unique.

Uploading the Skillset information from the Call Center platform

1.Click the Skillsets tab.

2.Click the Upload button.

3.The Config Update dialog appears, and the Skillset configuration information is transferred from the Call Center platform to the Nortel Networks Call Center Reporting application, and added to the configuration database of the Master Client PC. The name of the Skillset currently being added to the configuration database is displayed as a means of tracking the upload progress (see page 36).

4.The transfer of information to the Nortel Networks Call Center Reporting is practically instantaneous. The progress indicator is actually showing the information being written to the configuration database. During this period the Nortel Networks Call Center Reporting application is operating as normal; it is still tracking Agent and Line activity and recording these activities into the statistical database, and doing so using the newly transferred information.

5.When the upload is completed, the word Finished appears in the Config Update dialog, and the OK button becomes available (non-greyed out). (See page 58.)

6.Click OK.

Setting the Password for Logging In to a Skillset in Call Center Reporting (Supervisor Password)

1.Click the Skillsets tab.

2.Click the Skillset for which you wish to set the Password.

3.Click Password. The Skillset Password window will open.

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 InformationUpgrading from version 2.5 GA to 2.5 Feature Pack Statistical Data into Microsoft ExcelGlossary of Terms Index Page How to use this guide IntroductionHow this guide is organized 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 Using Nortel Networks Call Center Reporting Starting Nortel Networks Call Center ReportingEntering Nortel Networks Call Center Reporting Log Select Level and click Log-Out & Exit… Call Center Reporting Main Window Closing the RDB Server on the Master Client PCLevel View System System Manager level onlyManagement-Info WindowHelp Page Configuring Nortel Networks Call Center Reporting Configure window tabs CompanySkillsets Lines Agents Password Stat Time BinWallboard Wallboards Wallboard installation Wallboard configurationWallboards 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 Statistical Settings Statistical Set UpSelect Statistical Set Up Real Time tab Traffic Analysis tabPeak tab Average tabReal Time Information Real Time screensSystem level 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 StatisticsAccessing Current Reports Accessing Historical ReportsSelect Current Reports Management Reports Report Manager window FileReport 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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