Nortel Networks P0919439 manual Looking at the Statistical Data with Microsoft Excel

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82Management Reports

For example:
M0301.mdb	The monthly statistical database file for the 3rd month of 2001.
D0301.mdb	The daily statistical database file for the 3rd month of 2001.
H0301.mdb	The hourly statistical database file for the 3rd month of 2001.
W090301.mdb	The weekly statistical database file for Week 9, which fell in the 3rd month of
	2001.

Looking at the Statistical Data with Microsoft Excel

Described below are the steps required to select Call Center Reporting data using Excel 2000 (part of the Microsoft 2000 family).

1.Open Microsoft Excel

2.Select the title bar option Data

3.From the drop-down menu select Get External Data

4.From the drop-down menu select New Database Query…

5.The Microsoft Query dialog appears. The Database tab offers different types of database that Microsoft Query can work with. Double-click on MS Access Database.

6.The Select Database dialog appears. Browse to the location of the statistical database file you wish to work with, highlight it and then click OK.

7.The Choose Columns dialog will appear. You will be presented with a list of the tables within the database. Double click on a table to see the columns within that table. Highlight a column and click the > button to move the column into the ‘Columns in Your Query’ list. When you have selected the columns you wish to work with, click on Next.

8.You will be presented with the Filter Data dialog. You can click on the column names and specify filter criteria for them. If you wish to work with all of the rows in the table, do not specify any criteria. When you are ready, click on Next.

9.You will then be presented with the Sort Order dialog. You can select a column names and have the data ordered in either ascending or descending order, according to the values in the various rows in that column. You may specify up to three levels of sort criteria. If you do not want the data sorted, do not specify any sort criteria. When you are ready, click on Next.

10.The Finish dialog appears. Ensure that the Return Data to Microsoft Excel radio button is checked, and then click Next. Excel then allows you to choose the location of the data within the current sheet, or to create a new sheet.

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 InformationUpgrading from version 2.5 GA to 2.5 Feature Pack Statistical Data into Microsoft ExcelGlossary of Terms Index Page How to use this guide IntroductionHow this guide is organized 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 Using Nortel Networks Call Center Reporting Starting Nortel Networks Call Center ReportingEntering Nortel Networks Call Center Reporting Log Select Level and click Log-Out & Exit… Call Center Reporting Main Window Closing the RDB Server on the Master Client PCLevel View System System Manager level onlyManagement-Info WindowHelp Page Configuring Nortel Networks Call Center Reporting Configure window tabs CompanySkillsets Lines Agents Password Stat Time BinWallboard Wallboards Wallboard installation Wallboard configurationWallboards 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 Statistical Settings Statistical Set UpSelect Statistical Set Up Real Time tab Traffic Analysis tabPeak tab Average tabReal Time Information Real Time screensSystem level 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 StatisticsAccessing Current Reports Accessing Historical ReportsSelect Current Reports Management Reports Report Manager window FileReport 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