Table of Contents
Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide
3
Help..................................................................................................................61
Viewing Reports....................................................................................................61
Report Types ........................................................................................................62
Answered Call..................................................................................................62
Abandoned Call Report ...................................................................................64
Incoming Call Report....................................................................................... 64
Agent Activity Report....................................................................................... 66
Average Time Report.......................................................................................67
System Capacity Report.................................................................................. 68
Call Profile Report............................................................................................71
Agent Profile Report ........................................................................................72
Summary Report..............................................................................................73
Printing reports......................................................................................................74
Abandoned Caller ID Report.................................................................................75
Configuration Report.............................................................................................77
Print Schedule.......................................................................................................78
How to Select and Import Nortel Networks Call Center Reporting
Statistical Data into Microsoft Excel.............................................. 81
Introduction........................................................................................................... 81
Location of the Statistical Database Files.............................................................81
Statistical Database File Naming Conventions.....................................................81
Looking at the Statistical Data with Microsoft Excel .............................................82
Upgrading from version 2.5 GA to 2.5 Feature Pack 1................. 85
Introduction........................................................................................................... 85
Upgrade Process.................................................................................................. 85
1.0 Close Down Nortel Networks Call Center Reporting version 2.5 GA ........86
2.0 Uninstall the Nortel Networks Call Center Reporting version 2.5 G A....... 86
3.0 Install Nortel Networks Call Center Reporting version 2.5 FP1 ................86
Glossary of Terms........................................................................... 87
Index................................................................................................. 91