52Real Time information
System Graphical Real Time - Lines - provides a view of the status of all of the lines in each of 10 Skillsets. The longest waiting call duration in each Skillset call queue is also shown (Oldest Call).
The 10 Skillsets which are displayed can be any of the following 5 groups of Skillsets: 1 – 10, 11
–20, 21 – 30, 31 – 40, 41 – 50. Use the Next Ten Skillsets and the Previous Ten Skillsets options on the Management Info menu to change which group of 10 Skillsets is displayed.
System Graphical Real Time - Agents – provides a tabular view of the status of all of the Agents, in all of the Skillsets. The Agents can be sorted by Agent name, Status duration, Skillset name or current Status. (Nothing is displayed below the Status button, it is purely used for sorting.)
System Numerical Real Time - Lines - provides a numerical representation of the line related information.
System Numerical Real Time - Agents - provides a numerical representation of the agent related information and the service level currently being offered by each Skillset.
System level – Graphical Real Time Screen
The information displayed in the graphical windows includes:
Nortel Networks Call Center Reporting Set Up and Operation Guide | Issue 07 |
