Avaya NN44400-710 manual Access and partition management, Crystal Reports

Performance management fundamentals

You must have Real-Time Statistics access to configure these statistics. You can configure collection options, the data collection interval, and the minimum refresh rate. Two types of real-time statistics are available: network consolidated and nodals.

Network-consolidated displays

You can view the network-consolidated displays only if you have the networking feature enabled and you have access to a Network Control Center (NCC) server. These displays provide an overall, real-time view of contact center activities across a network linked by multiple servers in Contact Center Manager Server.

Nodal displays

Nodal displays provide a real-time view of contact center activities for a specific contact center.

Access and partition management

Contact Center Manager Administration includes four main components that help administrators control the data that users can access in the contact center. The administrator can use these components to tailor access rights to suit every user in the contact center. The following four components are available:

•basic access rights to each component in Contact Center Manager Administration

•partitions

•supervisor-reporting agent combinations

•access classes

The first level of security is the overall right to access the applications within Contact Center Manager Administration. When an administrator defines Contact Center Manager Administration users in Access and Partition Management, the administrator specifies the applications that the user can access.

The next level of security involves partitions, supervisor-reporting agent combinations, and access classes. The administrator can use partitions and supervisor-reporting agent combinations to specify the data that Contact Center Manager Administration users can view and manage. The administrator can use access classes to control the actions that users can perform in the Contact Center Management, Scripting, Historical Reporting, Real-Time Reporting, and Configuration components.

Crystal Reports

You can use Crystal Reports to design and generate reports from a wide range of data sources. To generate revenue reports containing currency symbols such as the euro symbol, you must modify an existing report template or create a new report template, and then import the custom report into Contact Center Manager Administration. You can use the Template Importing Wizard to import report templates into Contact Center Manager Administration that you create using the Crystal Reports.

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