Avaya NN44400-710 manual Contents

Contents

New in this release								7
Features 7
Contact Types		7
Summarized historical statistics interval							7
Expert consultation 7
Real-time Reporting Dashboard Display							7
Other changes	7
Introduction								9
Performance management fundamentals								11
11
Filters 11
Thresholds 12
Historical statistics		12
Real-time statistics		12
Network-consolidated displays				13
Nodal displays		13
Access and partition management					13
Crystal Reports	13
Filter management								15
Creating a filter in Real-time Reporting						15
Creating a filter in Historical reporting						16
Adding skillset elements to a filter					16
Adding application elements to a filter						17
Adding agent elements to a filter				18
Removing elements from a filter				19
Deleting a filter	19
Applying filters to real-time displays					20
Applying supervisor-reporting agent combinations to real-time displays								20
Removing filters from a real-time display 21
Real-time Reporting								23
Logging on to Real-Time Reporting					23
Creating a private real-time display					24
Making a public copy of a private real-time display 25
Deleting public displays 26
Applying custom formulas to real-time displays 26
Starting a network summary 27
Printing a summary chart			27
Printing a real-time display			28
Deleting a private display			28
Deleting an exported real-time display grid							29
Viewing the non-staffed skillsets				29

NN44400-710 Contact Center Performance Management 12 November 2010 3