Nortel Networks P0919439 manual Report Manager window, File

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60Management Reports

•To view reports for a whole day, click the day required and then click the Daily button.

•To view reports for a whole week, click on any day in that week and then click the Weekly button.

•To view reports for a whole month, click on any day in that month and then click the Monthly button.

Note: These buttons will only be highlighted and available for selection if statistical data is stored for that time period.

After selecting the required time period, the Report Manager window will open and the title bar will reflect your selection. Refer to the next section on Report Manager for details on how to view individual reports.

Report Manager window

The Report Manager window allows different management reports, in different formats, to be selected and viewed on the screen. Reports can also be printed from this window. The Report Manager menu bar offers the following options:

File

Print… - allows you to print management reports.

Close - closes the Report Manager window.

View

Graph - allows you to view and open report in a graphical format (if available). Numeric - allows you to view and open report in a numerical format.

Report

This option displays a list of the reports available to view. This list will depend on whether or not you selected to view information for a Skillset or the System. The full list is as follows:

•Answered Call

•Abandoned Call

•Incoming Call

•Agent Activity

•Average Time

•System Capacity

•Call Profile

•Agent Profile

•Summary

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 Displays Management 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