Nortel Networks P0919439

Table of Contents

Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07

Help..................................................................................................................31

Configuring Nortel Networks Call Center Reporting.................... 33

Introduction........................................................................................................... 33

Configure window tabs .........................................................................................34

Company .........................................................................................................34

Skillsets............................................................................................................34

Lines................................................................................................................ 35

Agents..............................................................................................................36

Stat Time Bin................................................................................................... 37

Wallboard.........................................................................................................37

Password......................................................................................................... 37

Wallboards....................................................................................... 39

Introduction........................................................................................................... 39

Wallboard installation............................................................................................39

Wallboard configuration........................................................................................ 39

Wallboard Settings...........................................................................................40

Wallboard Parameters.......................................................................................... 41

Wallboard Messages, Alarms and Schedules........... ...........................................43

Wallboard Messages....................................................................................... 43

Wallboard Alarms ............................................................................................45

Wallboard Schedules.......................................................................................46

Statistical Settings...........................................................................49

Introduction........................................................................................................... 49

Statistical Set Up ..................................................................................................49

Real Time tab ..................................................................................................50

Traffic Analysis tab ..........................................................................................50

Peak tab...........................................................................................................50

Average tab .....................................................................................................50

Real Time Information..................................................................... 51

Introduction........................................................................................................... 51

Real Time screens................................................................................................51

System level ....................................................................................................51

Skillset level.....................................................................................................54

General Notes on the Real Time Displays ...........................................................56

Management Reports...................................................................... 57

Introduction........................................................................................................... 57

General Notes on the Report Statistics ................................................................57

Accessing Current Reports...................................................................................58

Accessing Historical Reports................................................................................ 58

Report Manager window.......................................................................................60

File................................................................................................................... 60

View................................................................................................................. 60

Report.............................................................................................................. 60

Window............................................................................................................61