Nortel Networks P0919439 manual Title Description

Page 67

Management Reports 65

Incoming Call Report – Numerical View (System level)

The line information includes:

Title	Description

TOTAL IN	Total number of incoming Call Center calls.
INCOMING CALLS - ANS.	Number of incoming calls answered.
INCOMING CALLS -	Number of incoming calls that abandon.
ABD.
INCOMING CALLS - OUT	Number of incoming calls received during the “out” mode of
	operation.
ANSWERED CALLS - <T	The number of incoming calls answered before the configured Call
	Waiting Alarm (Primary Alert) time has elapsed.
ANSWERED CALLS - >T	The number of incoming calls answered after the configured Call
	Waiting Alarm (Primary Alert) time has elapsed, but before the
	Service Target (Secondary Alert) has been reached.
>S	The number of incoming calls answered after the configured Service
	Target (Secondary Alert) time has elapsed.
OVERFLOW	Number of incoming calls that overflow to another Skillset.
ANS. - OTHERS	Number of incoming calls answered by non-Call Center extensions.
G.O.S.	The Grade of Service being offered to incoming callers.

Issue 07

Nortel Networks Call Center Reporting Set Up and Operation Guide

Image 67

Contents Return Page Table of contents Real Time Information Configuring Nortel Networks Call Center ReportingStatistical Settings WallboardsStatistical Data into Microsoft Excel Upgrading from version 2.5 GA to 2.5 Feature PackGlossary of Terms Index Page Introduction How to use this guideHow this guide is organized 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 Starting Nortel Networks Call Center Reporting Using Nortel Networks Call Center ReportingEntering Nortel Networks Call Center Reporting Log Select Level and click Log-Out & Exit… Closing the RDB Server on the Master Client PC Call Center Reporting Main WindowLevel Window ViewSystem System Manager level only Management-InfoHelp Page Configuring Nortel Networks Call Center Reporting Company Configure window tabsSkillsets Lines Agents Stat Time Bin PasswordWallboard Wallboards Wallboard configuration Wallboard installationWallboards 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 Statistical Set Up Statistical SettingsSelect Statistical Set Up Average tab Real Time tabTraffic Analysis tab Peak tabReal Time screens Real Time InformationSystem level 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 ReportsAccessing Historical Reports Accessing Current ReportsSelect Current Reports Management Reports File Report Manager windowReport 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