Nortel Networks P0919439 manual Glossary of Terms

Page 89

Glossary of Terms

Abandon Time Bins	A series of six time steps used in the statistical analysis of Abandoned
	Calls. Nortel Networks Call Center Reporting will provide statistical
	reports on the percentage of incoming calls abandoned within each of
	the periods specified in the chosen Abandoned Time Bins. A seventh
	period is also used in the reports, which gathers information on all
	calls which abandoned after the period specified by the sixth
	Abandoned Time Bin.
Agent Status	The ‘state’ of an Agent who is logged into the Call Center. The states
	in which an Agent is displayed in the Real Time screens are:
	Available which is shown in blue; on an Incoming Call (including
	Break Time) which is shown in Green; on an Outgoing Call which is
	shown in Yellow; Not Ready (including being on an internal call)
	which is shown in Grey. Note that such actions as making an
	Outgoing Call whilst already in the Incoming or Not Ready states will
	not change the displayed state of the Agent: they will still be displayed
	as Incoming or Not Ready, respectively.
Alarm Threshold	Alarms may be set to trigger an alert on the wallboards, to inform your
	Agents of some event or circumstance. The value which a parameter
	must reach, match or exceed to trigger an Alarm is the Alarm
	Threshold.
Answered Time Bins	A series of six time steps used in the statistical analysis of Answered
	Calls. Nortel Networks Call Center Reporting will provide statistical
	reports on the percentage of incoming calls answered within each of
	the periods specified in the chosen Answered Time Bins.
	A seventh period is also used in the reports, which gathers information
	on all calls which were answered after the period specified by the
	sixth Answered Time Bin.
Available State	For a Line: The Line is not in use.
	For an Agent: The Agent is ready to take Incoming Calls.
	The Available State is shown as Blue in the Real Time Screens.
Break Time	The period allocated to Agents in-between receiving Incoming Calls
	(also called Wrap Up and Post Call Completion).
Call Center platform	The Call Center product which handles the call distribution and
	Agents handling for your Call Center. The unit to which Nortel

Issue 07

Nortel Networks Call Center Reporting Set Up and Operation Guide

Image 89

Contents Return Page Table of contents Statistical Settings Configuring Nortel Networks Call Center ReportingWallboards 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 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 System System Manager level only ViewManagement-Info WindowHelp 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 Traffic Analysis tab Real Time tabPeak tab Average 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