Nortel Networks P0919439 manual Agents

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Agents

Select this tab to upload or view the details of your agents.

Note: In order that Nortel Networks Call Center Reporting truly reflects the activity or status of the Agents it is important that the Agent configuration correctly reflects the programming of your Call Center system. Nortel Networks Call Center Reporting only gathers data from the Call Center system. The configuration does not affect the operation of the Call Center system.

Agent 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 Agent information from the Call Center platform

1.Click the Agents tab.

2.Click the Upload button.

3.The Config Update dialog appears, and the Agent 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 agent currently being added to the configuration database is displayed.

Nortel Networks Call Center Reporting Config Upload Window

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 into 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).

Nortel Networks Call Center Reporting Set Up and Operation Guide

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Contents Return Page Table of contents Wallboards Configuring Nortel Networks Call Center ReportingStatistical Settings 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 Management-Info ViewSystem System Manager level only 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 Peak tab Real Time tabTraffic Analysis 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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