Avaya NN44400-710 manual Real-time Reporting, Prerequisites to real-time reports

Real-time Reporting

The Contact Center Manager Administration (CCMA) Real-Time Reporting displays provide up-to-date statistics for your contact center and resources. With access to statistics that update in real time, such as the number of calls waiting to be answered, the number of agents assigned to each skillset, and the number of abandoned calls, you can view changes in call activity as they occur.

If you use Avaya and Predictive Outbound Real-time displays from CCMA, an agent’s status is different for each display.

Prerequisites to real-time reports

•Ensure that you have access to the Real-Time Reporting (RTR) component and associated access class elements.

Navigation

•Logging on to Real-Time Reporting (page 23)

•Creating a private real-time display (page 24)

•Making a public copy of a private real-time display (page 25)

•Deleting public displays (page 26)

•Applying custom formulas to real-timedisplays (page 26)

•Starting a network summary (page 27)

•Printing a summary chart (page 27)

•Printing a real-time display (page 28)

•Deleting a private display (page 28)

•Deleting an exported real-time display grid (page 29)

•Viewing the non-staffed skillsets (page 29)

Logging on to Real-Time Reporting

Access Real-Time Reporting, by logging on to RTR.

Prerequisites

•Ensure that you have access to Real-Time Reporting.

Procedure steps

Step Action

NN44400-710 Contact Center Performance Management 12 November 2010 23