Nortel Networks P0919439

Real Time information

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

Skillset level - Real Time Screen

The information displayed in the Skillset Real Time - Chart window includes:

Skillset Real Time - Chart

Number of lines on incoming calls

Number of lines on outgoing calls

Number of lines with calls waiting

Number of lines with calls waiting > alarm

Number of lines available for calls

Number of agents on incoming calls

Number of agents on outgoing calls

Number of agents in the not ready state

Number of agents available to take calls

The information displayed in the Skillset Real Time - Agents window includes:

Skillset Real Time - Agents

Names of all agents on incoming calls and t he duration (minutes and seconds)

Names of all agents on outgoing calls and t he duration (minutes and seconds)

Names of all agents who are in the not read y state with the duration (minutes and seco nds)

Names of all agents who are available to take calls

Contents

Main Page Table of contents Page Page Page How to use this guide ! Introduction How this guide is organized Other documents System Over view ! Introduction System software ! PC requirements Operating System Compatibility Page Installing Nortel Networks Call Center Reporting ! Introduction Installation prerequisites Installing Nortel Networks Call Center Reporting Master Client software Page Page Page Page Page Page ! Page ! Troubleshooting Nortel Networks Call Center Reporting Installation Troubleshooting Nortel Networks Call Center Reporting Page Page Folders created on the Call Center Reporting Multiple Client PCs Page Using Nortel Networks Call Center Reporting Starting Nortel Networks Call Center Reporting Page Call Center Reporting Main Window Page Page Page Configuring Nortel Networks Call Center Reporting Configure window tabs Page Page Page ! Wallboards Introduction Wallboard installation Wallboard configuration Page ! Wallboard Parameters Page Wallboard Messages, Alarms and Schedules Page ! Page Page Page Statistical Settings Introduction Statistical Set Up Page Real Time Information ! Introduction Real Time screens Page Page Page Page General Notes on the Real Time Displays Management Reports Introduction General Notes on the Report Statistics ! Accessing Current Reports Accessing Historical Reports Page Report Manager window Viewing Reports Report Types Page Page Incoming Call Report Numerical View (System level) The line information includes: Page Page Page Page Page Page Page Page Printing reports Abandoned Caller ID Report Page Configuration Report Print Schedule Page Page ! Introduction Location of the Statistical Database Files Statistical Database File Naming Conventions Looking at the Statistical Data with Microsoft Excel Page Page Upgrading from version 2.5 GA to 2.5 Feature Pack 1 Introduction Upgrade Process ! Page Glossary of Terms Page Page Page Index A B C D I K L M N T U V W