Nortel Networks P0919439 manual Location of the Statistical Database Files

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How to Select and Import Nortel Networks Call Center Reporting Statistical Data into Microsoft Excel

Introduction

The statistical information gathered and recorded by the Nortel Networks Call Center Reporting application is stored in Microsoft Access databases. This information can be queried and analysed using Microsoft Excel.

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It is vitally important that the statistical database files are not edited, renamed or altered in anyway.

They can be examined using the Microsoft Excel and Access applications, BUT NO CHANGES SHOULD BE SAVED BACK TO THE STATISTICAL DATABASE FILES, OTHERWISE THE

CALL CENTER REPORTING REPORTS WILL BE COMPROMISED.

Location of the Statistical Database Files

If you accepted the defaults during the installation of the Call Center Reporting the statistical database files will be located at c:\Program Files\Nortel Networks\Call Center Reporting\stats, on the Master PC. That is, the PC which is running the Master client, and on which the RDBServer is operating. If you only have one PC running Call Center Reporting, that PC is the Master PC.

Within the stats folder there will be folders named (for example) 2000, 2001 and so on. Within these folders will be folders for each of the months in those years, in which the Call Center Reporting application was operating. These monthly folders are called 01, 02, 03 … 12. Also in this folder are the weekly statistical database files.

Within the monthly folders are the daily, hourly and monthly statistical database files.

Statistical Database File Naming Conventions

All statistical database files have the .MDB extension.

The file names are made up out of digits representing Monthly, Daily, Weekly and Hourly values.

File names all start with a letter: either M, H, D or W indicating that the file contains either Monthly, Daily, Hourly or Weekly data.

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