Mitel Version 5.7 SP1 Creating reports

Maintaining Intelligent Queue and Contact Center Management 475
Adding Intelligent Queue ports to an Intelligent Queue port group
To add Intelligent Queue ports to an Intelligent Queue port group
1. Click YourSite=>Configuration=>Intelligent Queue Smart Choice=>Intelligent Queue Smart
Choice port group.
The Intelligent Queue Smart Choice port group window opens.
2. Across from the record of the Intelligent Queue Smart Choice port group just created, click Members.
The Edit Intelligent Queue Smart Choice port group members window opens.
3. Under Available Intelligent Queue Smart Choice ports, select the check box of the member you
want to add to the group and click >>.
Intelligent Queue exit codes
Exit Codes trigger each exit from a queue or from the auto attendant. They apply to Smart Choice message
queues, RAD queues, and routing queues.
Viewing Intelligent Queue Smart Choice layer exit codes in the YourSite data-
base
To view Intelligent Queue Smart Choice layer exit codes in the YourSite database
• Click YourSite=>Configuration=>Intelligent Queue=>Intelligent Queue Smart Choice layer exit
code.
The Intelligent Queue Smart Choice layer exit code window appears.
Under Reporting number, the Intelligent Queue exit code reporting numbers are listed.
Under Name, the Intelligent Queue exit code names are listed.
Creating reports
You must have Contact Center Management (version 4 or greater), a Contact Center Management Enterprise
Node license, and Excel to view reports. They all must be installed prior to installing Intelligent Queue.
Before you can produce a report
The Intelligent Queue server must point to both of the following:
• Contact Center Management server
• Contact Center Management Enterprise Node (requires the Enterprise Node license)
The Contact Center Management database automatically synchronizes with the paths, ports, and exits
information provided by Intelligent Queue. From the real-time SMDR and ACD, Intelligent Queue data is
generated that drives the reports.
NOTE: If you want to produce reports on agents (Intelligent Queue ports), you must create unique employee
IDs and then associate these employee IDs to the agents.
Report types
The reports are found at www.prairiefyre.com (requires Internet Explorer 6 or greater). You can create two
types of reports: Smart Choice Layer reports and Smart Choice Port reports.