Nortel Networks P0919439 manual Management Reports, General Notes on the Report Statistics

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Management Reports

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Introduction

Nortel Networks Call Center Reporting automatically collects and collates statistical data from the Call Center. From this data, Nortel Networks Call Center Reporting produces a comprehensive range of management reports to help you manage the performance of your call center.

The reports are updated and stored on the hard disk of your PC and can be viewed on the screen or printed as a hard copy. The information can be accessed from the two operational levels:

•System level - these reports provide information on the performance of the complete Call Center system. The reports show the totals for each Skillset.

•Skillset level - these reports provide information on the performance of individual Skillsets. The reports show the details for each individual line and individual agent in the Skillset.

The operational level of the reports which you can see or print is dictated by the level into which you have Logged In.

If you Logged In as the System Manager (900) then you will be able to access reports at the System level, and, by using the Sign-Through option you will be able to access reports at the Skillset level too. If you Logged In (or Signed Through to) to a Skillset Level (901 … 950) you will be able to access reports at the Skillset level only, and only for the Skillset you are in.

The ability to select either the current day’s information (Current Reports) or a period of time now passed (Historic Reports) can further define the reports. In fact, any individual hour, day, week or month can be viewed using Nortel Networks Call Center Reporting.

General Notes on the Report Statistics

If an Agent is signed into the Call Center for a period which passes over midnight, his total sign in duration and available time will appear in the reports for the day in which he signed in. His activity breakdown (Incoming, Outgoing, Not Ready, etc) will appear in the reports throughout his signed-in period.

Each time an Agent seizes a Line, Call Center Reporting will consider this as an Outgoing Call, whether the call is successful or not.

For accuracy, the Line Stats and the Agent Stats are tracked separately. So if An Agent transfers a call to another Agent who then completes the call, the reports will show that the line was

Issue 07

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 WallboardsGlossary 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 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 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 Window ViewSystem System Manager level only Management-InfoHelp Page Configuring Nortel Networks Call Center Reporting Skillsets Configure window tabsCompany Lines Agents Wallboard PasswordStat Time Bin Wallboards Wallboards Wallboard installationWallboard configuration 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 Select Statistical Set Up Statistical SettingsStatistical Set Up Average tab Real Time tabTraffic Analysis tab Peak tabSystem level Real Time InformationReal Time screens 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 ReportsSelect Current Reports Accessing Current ReportsAccessing Historical Reports Management Reports Report Report Manager windowFile 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