Nortel Networks P0919439 manual Index

Page 94

92Index

Hourly reports, 59

How this guide is organized, 5

How to use this guide, 5

I

Icon, 27, 29, 30, 61

Incoming Call Report, 64

Installation, 5, 25

Installation prerequisites, 11

Installing Wallboard, 39

K

Key performance statistics, 71

Keycode, 12

L

Line configuration, 35, 36

Line information, 65

List of reports, 60

Logging in, 27, 29

Logging out, 28, 30

M

Management reports, 7, 30, 50, 57, 60, 78 Maximum capacity, 68

Microsoft Access, 81, 82

Microsoft Excel, 81, 82 Microsoft Office, 83 Microsoft Query, 82 Minimum PC specification, 8 Monthly reports, 60

Multiple Client software, 13, 14, 17, 18 Multiple Wallboards, 7, 39

N

Naming Skillsets, 34

Next Ten Skillsets, 52

Nortel Networks Call Center Reporting, 5, 6, 7, 8, 11, 12, 13, 14, 17, 18, 21, 22, 23, 25, 27, 28, 29, 30, 31, 33, 35, 36, 37, 39, 49, 50, 51, 57, 61, 77, 85, 87

Not Ready, 43, 45, 50, 54, 55, 56, 66, 67, 72 Numerical format, 51, 60, 62, 75, 79

O

On-line help, 61

Operating System Compatibility, 9 Other documents, 6, 39

P

Password, 16, 27, 37

Password resetting, 38

PC requirements, 8

PC specification, 8

Peak tab, 50

Previous Ten Skillsets, 52

Primary Alert, 50

Print, 30

Print Schedule, 74, 78

Printing reports, 60, 74, 75, 76

Problem solving, 22

R

RDB Server, 7, 8, 22, 27, 29, 30 Real Time, 7, 44, 49, 50, 51, 53, 54 Reference material, 6 Removing Wallboard Alarm, 46 Removing Wallboard messages, 44 Removing Wallboard Schedule, 47 Report Manager window, 58, 60, 61, 74 Reports, 7, 30, 34, 37, 49, 50, 57, 58, 60, 61,

62, 79, 87 Resetting password, 38 Restarting, 22

S

Schedule for printing, 78 Sending Wallboard messages, 45 Service Status, 56

Service Target, 50 Setting up statistics, 49 Sharing files, 15 Shortcuts to options, 61

Skillset, 34, 39, 51, 53, 55, 57, 62, 66, 67 Skillset Level, 43, 49, 51, 54, 55, 57, 62, 66,

67

Skillset names, 34 Software, 7

Software version, 31, 61

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 InformationStatistical 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 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 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 Management-Info ViewSystem System Manager level only WindowHelp Page Configuring Nortel Networks Call Center Reporting Company Configure window tabsSkillsets Lines Agents Stat Time Bin PasswordWallboard Wallboards Wallboard configuration Wallboard installationWallboards 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 Set Up Statistical SettingsSelect Statistical Set Up Peak tab Real Time tabTraffic Analysis tab Average tabReal Time screens Real Time InformationSystem 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 Historical Reports Accessing Current ReportsSelect Current Reports Management Reports File Report Manager windowReport 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