Chapter Generating reports | Nortel Networks Attendant Console

79

Chapter 6

Generating reports

About Attendant Console reports

Attendant Console collects information about incoming calls and tracks how calls are processed. Use the information from the Reports component to help spot trends and prevent problems.

You can use the caller-related information in Reports to:

•increase sales opportunities

•improve productivity

•reduce expenses

•streamline operations

For example, the Calls by Customer report shows how callers from your company’s top customers are handled. It shows if calls are handled by employees or are routed to CallPilot.

Report types

There are three report types:

•Calls by Customers

•Calls to Employees

•Extension Directory

Calls by Customers report

The Calls by Customers report shows how your employees handle calls from your customers. Each employee report can identify as many customers as necessary. The Calls by Customers report shows:

•the number of calls taken by the employee

•the number of calls routed to CallPilot

•the number of calls handled by others

•the total calls from each customer

Calls to Employees report

The Calls to Employees report shows the type of calls employees receive over a defined time period. This report can spot caller abuse such as too many personal calls, and misdirected calls such as calls from customers routed to the wrong person or department. This report lists the type of call across the top and names of employees down the left side. Each Caller Type has a column for the number of calls and percent. The total of all calls and percent are shown separately.

Extension Directory report

The Extension Directory report lists the employees in the Attendant Console database and the information in their call record.

Attendant Console User Guide

Image 79

Nortel Networks manual Chapter Generating reports, About Attendant Console reports, Report types

Contents

Business Communications Manager Attendant Console User Guide Trademarks Copyright 2002 Nortel Networks Contents Chapter Handling calls Glossary Index Contents P0936572 About Attendant Console Chapter Introduction to Attendant Console Reports component Attendant Console componentsServer component Client component Advanced software capabilities Attendant Console featuresComputer compatibility Graphical User Interface GUI Reports Choice of Attendant typesAbility to handle growth Starting Attendant Console Configuring Attendant ConsoleTo configure Attendant Console Chapter Getting started Full-time main attendant Types of attendant setupsTo set or change the attendant’s extension number Part-time main attendant To set up the backup attendant Backup attendant Getting started To set the overflow extension Overflow attendant Assistant attendant Setting up an assistant attendant To view an assistant attendant’s assigned extensions Call notification Setting up other attendant featuresTo activate call notification Restoring the Attendant Console window To set the Attendant Console window to restore automatically To display extensions Setting the Attendant Selected option Disabling Transfer options To disable the Transfer Options Components of the Attendant Console window Chapter Using the Attendant Console window Exit Status barAttendant Console menus File menu View menu Edit menu Log to File Tools menuAttendant Monitor Transfer menu Target menu Caller menu Help menu Attendant menu Access keys Using keystroke commandsMenu keystroke commands Keystroke commands with the Alt key Using right-click capabilityTo use right-click capability To display the toolbar Using the toolbarToolbar buttons About Loop buttons Company Using Caller Information optionsName Caller Type City, State/Province, To access the Edit Caller Information dialog boxEdit Caller Information dialog box Phone Contacts Caller ID NameCaller ID Number Record Number Using the call processing area Using the Attendant Console window Edit Employee Information dialog box Voice Mail Using the Directory options Full Directory tabsAssigned Directory list columns Directory list employee and extension information To sort information Sorting information in the Directory list Basic call processing with Attendant Console Chapter Handling callsOther call processing functions What the Loop buttons display Answering calls as an attendantTo show or hide inactive Loop buttons To answer an incoming call To release a call Using the Contacts boxes Using the Target list boxTo transfer a caller to a frequently called number To search by extension or name Using the Directory tabs Using the Directory Find box To search by department Using the Department list box Transferring a call To transfer using the Contacts boxTo transfer using the Target list box To transfer using the Directory list To transfer a call to an outside number Parking calls and paging employees Parking, holding and screening callsTo park a call and page an employee To retrieve a parked call To view parked calls To retrieve a call on Hold Placing and retrieving calls on holdTo put an incoming call on hold To place a call on Hold at an active extension To screen and transfer a call Screening calls Contacting employees using Voice Call Linking and Joining calls To create a conference call to an outside number Creating a conference call Responding to a Callback that an employee returns Handling a callback callResponding to a callback that an extension did not answer To respond to a Callback call To process an Assist call To process a Hold callTo process an IntAct call To make a call to an inside extension Making a call from your extensionTo place a call to an extension or outside number To transfer a call to an extension To speak to a caller Handling calls at an employee’s telephoneTo send a call to CallPilot To join a call with the current call To create a new caller record from an active call Chapter Maintaining caller and employee informationMaintaining caller information Creating a new caller record Refer to Parking calls and paging employees on To create a new caller record from a Caller ID To create a new caller record when there are no active calls To delete a caller record Finding and editing caller informationTo find caller information To edit a caller’s record Maintaining employee information Using the Directory listTo sort a column of information in the Directory To search by name Finding an employee record To reset the Full tab view Resetting the Full tab viewTo search for a person in a department To create a new name for an extension Editing employee informationTo add or change an extension To change the person status of an extension To assign the name of an employee to a caller record Using the Make Caller button To select from the list of notes Adding notes to employee recordsTo type a note To save employee edit changes Maintaining caller and employee information P0936572 About Attendant Console reports Chapter Generating reportsReport types To open the Reports window About the Reports window Database box Components of the Reports window Information list box contains the report type information Information list box Period list box Customer and Employee Employees and Customers optionsCustomer and Employee Selection dialog box List box To load the database Creating and viewing reportsLoading the database Selecting a report type To select a report of one month Setting the report periodTo set the report period To select a report of one week To clear a date To select employees or customers Selecting employees and customers for the report To change the displayed page from the keyboard Creating the reportViewing the report To create a report To print a report Printing a report Glossary Networked model Hunt GroupInternal call Main attendant Numerics Index P0936572 Person status icon P0936572