Nortel Networks P0919439 manual Time data from

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88Glossary of Terms

	Networks Call Center Reporting is connected and receives the Real
	Time data from.
	The supported Call Center platforms are: the Business
	Communications Manager 2.5 and the CallPilot 100/150.
Call Queue	When there are no Agents Available in a Skillset to receive Incoming
	Calls the Call Center platform will hold these Incoming Calls in a
	queue. As Agents become available the queued calls will be
	distributed. Each Skillset has a Call Queue.

Exchange Line UtilizationThe amount of time that the Lines which have been Uploaded from the Call Center have been in use on Incoming or Outgoing calls, either by Agents or by non-Agents.

Grade of Service	The Grade of Service is a figure which is used to represent the level of
	service provided to incoming callers, based upon Call Center response
	times.
	It is available within the Hourly, Daily, Weekly and Monthly reports,
	and is expressed as a percentage. It is calculated as follows:
	Answered	=	Total Number of Calls Answered
	Abandoned	=	Calls which Abandoned
	Service	=	Calls answered after the Service
			Threshold

	G of S% =	Answered – Service		x 100
		Answered + Abandoned
Incoming State	For a Line: The Line has an Incoming Call on it which has been
	answered.
	For an Agent: The Agent is engaged on an Incoming Call, or is still in
	the Break Time from their previously handled Incoming Call.
	The Incoming State is shown as Green in the Real Time Screens. If an
	Agent has been on an Incoming Call in excess of the Incoming Call
	Duration Threshold he is displayed in Red.
Master directory	Installation directory of the Nortel Networks Business
	Communications Manager 2.5 or CallPilot 100/150 Call Center
	Reporting Master Client.
Not Ready State	For Agents only: Either the Agent has entered the Not Ready state to
	indicate they are not Available to take calls or the Call Center has
	placed them in the Not Ready state because a call was unanswered at
	their handset or the Agent is active on an internal call.

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 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 Management-Info ViewSystem System Manager level only 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 Peak tab Real Time tabTraffic Analysis 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