Viewing the Agent statistic chart | Avaya NN44400-114 guide

Agent Statistics

Procedure steps

Step Action

1On the Agent Desktop statistics tab, select Contacts.

2In the Skillset control, select the skillset to see the statistics. A chart is displayed in the chart area showing the statistics.

3You can toggle between a pie and bar chart by clicking the pie bar button on the main statistics tab.

--End--

Viewing the Agent statistic chart

View the agent statistics chart to monitor statistics for agents in a skillset.

Procedure steps

Step Action

1On the Agent Desktop statistics tab, select Agents.

2In the Skillset control, select the skillset for which you want to see Agent-related statistics.

A chart is displayed in the chart area showing the statistics.

3You can toggle between a pie and bar chart by clicking the pie bar button on the main statistics tab.

--End--

Enabling Service Level alerts

Activate Outlook style alerts if skillsets Service Level falls below the CCMA defined threshold.

Procedure steps

Step Action

1On the Agent Desktop statistics tab, click the Alerts check box to enable Service Level alerts.

If a skillset Service Level falls below the CCMA defined threshold a alert message box appears on the bottom right hand side of the screen. Clicking on this alert box automatically opens the Agent Desktop statistics tab.

--End--

NN44400-114 Contact Center Agent Desktop

2 December 2010 119

Image 119

Avaya NN44400-114 manual Viewing the Agent statistic chart, Enabling Service Level alerts

Contents

Agent Desktop Copyright 2010 Avaya Inc All Rights Reserved Contents NN44400-114 Contact Center Agent Desktop December Contents Fax message Instant messaging 107 New in this release Features New in this release New contact types Mail auto suggest 10 NN44400-114 Contact Center Agent Desktop December Other changes Prerequisites Introduction 12 NN44400-114 Contact Center Agent Desktop December NavigationIntroduction Example of Agent Desktop layout Agent Desktop User Interface Top bar Work item paradigm Example of work list layout Command DescriptionWork list window Terminal Action Menu 16 NN44400-114 Contact Center Agent Desktop December Action bar commands Icon Name DescriptionAction bar Example of Action bar layout User preferences Page Step Action Using your Agent DesktopInstalling the Agent Desktop 20 NN44400-114 Contact Center Agent Desktop December Using your Agent DesktopStarting the Agent Desktop End Select Send To, Desktop create shortcut End Logging on to Agent Desktop when using a desktop phoneCreating a shortcut to the Agent Desktop Step Action Click Start, All Programs, Avaya 22 NN44400-114 Contact Center Agent Desktop December Logging on to Agent Desktop when using the softphoneDescription Value Logging on to Agent Desktop of a SIP-enabled contact center 24 NN44400-114 Contact Center Agent Desktop December Changing your password Changing the audio settings for softphone Muting and unmuting when using the softphone Changing your status to Ready Configuring the audio devices for softphone End NN44400-114 Contact Center Agent Desktop December 2010 Accessing online helpChanging your status to Not Ready Click Go Not Ready End 28 NN44400-114 Contact Center Agent Desktop December Logging off from Agent Desktop Telephony 30 NN44400-114 Contact Center Agent Desktop December Accepting a callTelephony Telephony End Declining a callEntering an activity code End 32 NN44400-114 Contact Center Agent Desktop December Placing a call on holdReleasing a call on hold Conferencing in another agent Transferring a call 34 NN44400-114 Contact Center Agent Desktop December Conferencing in a supervisorEnding a call Calling your supervisor Click Initiate Call again Using Dtmf digitsMaking a call 36 NN44400-114 Contact Center Agent Desktop December Using the Emergency keyObserving a call Barging in on a call End 38 NN44400-114 Contact Center Agent Desktop December Ending your observation Outbound calls and callbacks End 40 NN44400-114 Contact Center Agent Desktop December Accepting an outbound contactOutbound calls and callbacks Placing an outbound call Declining an outbound contact 42 NN44400-114 Contact Center Agent Desktop December Using a scriptRecording the result Step Action Click the Disposition codes tab Ending the callScheduling a callback 44 NN44400-114 Contact Center Agent Desktop December Calling the customerStep Action Click Schedule Callback End NN44400-114 Contact Center Agent Desktop December 2010 Page Predictive Outbound 48 NN44400-114 Contact Center Agent Desktop December Prerequisites for Predictive OutboundPredictive Outbound Predictive Outbound statuses Description Actions Allowed Changing to Ready statusClick Go Ready 50 NN44400-114 Contact Center Agent Desktop December Changing to Not Ready status Predictive Outbound Click Go Not Ready Changing to Not Ready status when on a contactHandling a Predictive or Progressive call 52 NN44400-114 Contact Center Agent Desktop December Handling a Paced callHandling a Preview call Predictive Outbound End Handling a manual call Cancelling a call 54 NN44400-114 Contact Center Agent Desktop December Click Transfer 56 NN44400-114 Contact Center Agent Desktop December Click Conference Hanging-up and leaving a conference call End 58 NN44400-114 Contact Center Agent Desktop December Ending a contact Step Action Click Initiate a Call Originating a call 60 NN44400-114 Contact Center Agent Desktop December Predictive Outbound Click Schedule CallbackSchedule Callback fields Field Descriptions Handling a standard callback call 62 NN44400-114 Contact Center Agent Desktop December Handling a non-standard callback call End NN44400-114 Contact Center Agent Desktop December 2010 Page Example of e-mail toolbar Mail 66 NN44400-114 Contact Center Agent Desktop December Mail Mail editing and formatting controls Control Function Following table shows the e-mail feature buttons 68 NN44400-114 Contact Center Agent Desktop December Accepting an incoming contactDeclining an incoming contact Replying to an e-mail message Verifying customer information 70 NN44400-114 Contact Center Agent Desktop December Click Create Email Creating an e-mail message Removing a name from the recipient list Using the address book to reply to a contact Creating a template response Defining your default template folder 74 NN44400-114 Contact Center Agent Desktop December Using a template responseDefining your default attachment folder Adding an attachment to your e-mail response Step Action Click Insert File Viewing e-mail attachmentsRemoving an attachment from an e-mail response End 76 NN44400-114 Contact Center Agent Desktop December Using the spelling checker Postponing work on a contact Closing the e-mail contact Step Action Click Transfer Following up on a contactTransferring a contact within the contact center Step Action Click Follow-up Click Transfer End Transferring a contact outside the contact centerPrinting contact details Mail 80 NN44400-114 Contact Center Agent Desktop December Accepting an incoming fax message Fax message Fax message Declining an incoming fax messageReviewing a fax message Replying to a fax message Closing a fax message Transferring a fax message Accepting an incoming scanned document message Scanned document End 86 NN44400-114 Contact Center Agent Desktop December Declining an incoming scanned document messageReviewing a scanned document message Scanned document Closing a scanned document message Replying to a scanned document message Transferring a scanned document Accepting an incoming voice mail message Voice mail messages End 90 NN44400-114 Contact Center Agent Desktop December Declining an incoming voice mail messageListening to a voice mail message Voice mail messages Closing a voice mail message Replying to a voice mail message Transferring a voice mail message Accepting an incoming SMS text message Short Message Service text message 94 NN44400-114 Contact Center Agent Desktop December Short Message Service text messageDeclining an incoming SMS text message Replying to an SMS text message Using the spelling checker 96 NN44400-114 Contact Center Agent Desktop December Closing an SMS text message contactTransferring an SMS text message Short Message Service text message Page Web communications Web communications Accepting a Web communications contact Declining a Web communications contact Customizing a tab name Click the Send the Message icon Sending a chat messageAdding an auto-phrase to a chat message Pushing a Web page to a customer Step Action Chat box, select Push the selected web page icon Transferring a chat session 104 NN44400-114 Contact Center Agent Desktop December Conferencing a chat sessionEnding the Text Chat session Click Complete Conference Sending the chat log in an e-mail message Page Prerequisites for instant messaging Instant messaging 108 NN44400-114 Contact Center Agent Desktop December Accepting an instant messageDeclining an instant message Instant messaging Sending an instant message Using an auto-phrase 110 NN44400-114 Contact Center Agent Desktop December Using suggested Web pagesUsing spelling checker in an instant message Viewing personnel using Contacts Presence Click Complete Transfer Transferring an instant message using Contacts Presence 112 NN44400-114 Contact Center Agent Desktop December Consulting on an instant message using Contacts PresenceConferencing an instant message using Contacts Presence Instant messaging Click Complete Conference Transferring an instant message using the work item control Ending an instant message Conferencing an instant message using the work item control Click Close Page Control Agent Statistics Agent Statistics Accessing the Agent Statistics tabViewing the Skillset statistic chart Prerequisites for Agent Statistics Enabling Service Level alerts Viewing the Agent statistic chart End 120 NN44400-114 Contact Center Agent Desktop December Using the Statistics Ticker Prerequisites for working with customer and contact details Customer and contact details End 122 NN44400-114 Contact Center Agent Desktop December Creating a customer recordCustomer and contact details Step Action Customer Details window, click Create Step Action Click Customer Search Searching for a customerAdding or editing customer information Copying a CCT intrinsic Viewing a CCT intrinsic Running a CCT intrinsic-associated application Viewing the Auto Launch Application 126 NN44400-114 Contact Center Agent Desktop December Searching for a contactCustomer and contact details End Step Action Click Contact Search Viewing a contact Printing search results End 128 NN44400-114 Contact Center Agent Desktop December Opening a contact Selected contacts are highlighted blue Closing contacts supervisors only