System Overview 7
System Overview | 2 |
Introduction
Nortel Networks Call Center Reporting is a Windows® software application that provides Real Time statistics and comprehensive management information on the
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Within this document the phrase ‘the Call Center platform’ is used to refer to either the Business Communications Manager 2.5 or the CallPilot 100/150 hardware, and the phrase ‘the Call Center’ is used to refer to the Call Center application running on that platform. The platforms are only referenced specifically by name in areas of this document describing the installation of the Call Center Reporting application software, on Pages 13, 14, 17 & 18.
Nortel Networks Call Center Reporting helps you manage the peaks and troughs in call traffic. The following Real Time information is available:
•Call waiting times
•Queue length (that is, the length of the queue of calls waiting to be answered in your Skillset).
•Agent status
Nortel Networks Call Center Reporting:
•Provides a comprehensive range of management reports that has information critical for accurate business planning
•Has the ability to support multiple Wallboards which can be individually configured to display the information that the agents require
System software
The software that sends data to Nortel Networks Call Center Reporting is integral to the Call Center and the Call Center platform. The Nortel Networks Call Center Reporting software has two separate components: the user interface (known as the Graphical User Interface or GUI) and the RDB Server.
The user interface is used to configure Nortel Networks Call Center Reporting and to view the management information.
One PC on your network must be running the Nortel Networks Call Center Reporting Master Client software (known as the Master Client). This is the PC which communicates with the Call Center application. The Master Client PC gathers information (called event data) from the Call
Issue 07 | Nortel Networks Call Center Reporting Set Up and Operation Guide |
