Nortel Networks P0919439 manual Skillset level, System Numerical Real Time Agents

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54Real Time information

Number of calls waiting

Number of calls waiting > alarm

Number of outgoing calls in progress

Number of incoming calls in progress

Queue time for the oldest waiting call

The mode of operation (In or Out)

System Numerical Real Time – Agents

Skillset name

Number of agents currently available

Number of agents on incoming calls

Number of agents in the not ready state

Number of agents on outgoing calls

Number of abandoned calls (15 min period)

Grade of Service offered (15 min period)

Skillset level

If you have Logged In at Skillset Level (901 … 950) or have used the Signed-Throughoption from the System Manager level to a Skillset level, you can display the Skillset level Real Time screens as follows. From the Main window menu, click Management-Info,then select Real Time .

Selecting the Real Time opens three Windows.

Skillset Real Time - Chart - provides a pie chart view of the current status of lines and agents in the Skillset.

Above the pie charts is a legend explaining what the colours shown on the pie charts represent. Note that the Waiting (light blue) and > Alarm (Red) colours are used to represent calls that are waiting, and those that have waited in excess of the Alarm Threshold. These colours will only appear in the Line pie chart, and will not appear in the Agent pie chart.

Agents that have remained within the Not Ready, Incoming or Outgoing states in excess of the Real Time thresholds will be shown in red in the Skillset Real Time – Agents window.

Skillset Real Time - Agents - provides a graphical status of all agents in the Skillset with the current duration.

Note that agents remain in the Incoming State (green) until their Break Time (Post Call Completion) has expired.

Skillset Real Time - Status - provides numerical information on the status of the traffic on the lines, agent activity and level of service being offered.

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