Avaya Reporting for Call Center Manuel d'utilisateur

Reporting for Call Center Set Up and Operations Guide www.nortelnetworks.com© 2004 Nortel Networks P1012912 Issue 02 (05)

Table of Figures Issue 02 (05) Reporting for Call Center Set Up and Operations Guide vFigure 166 Example Host File...

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 90Figure 67 Real Time Call Detail Page Media Typ

Using Reporting For Call Center 91 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Overflow Indicates the number of currently

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 92Figure 68 Agent Detail Real Time Page ID Indic

Using Reporting For Call Center 93 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide When an Agent makes an Outgoing Call they a

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 94Duration This column displays a timer which re

Using Reporting For Call Center 95 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 69 Agent Alarm Menu Page Selecting

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 96Figure 70 Agent Alarms Setup Page When you ha

Using Reporting For Call Center 97 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 71 Agent Alarms Values Page To save

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 98Nortel Networks Reporting for Call Center can

Using Reporting For Call Center 99 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Note: On the ipView SoftBoards, the scrolli

Change History 1 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Change History Issue 01 (11) – March 2004 1. First Public R

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 100If the first alarm is valid it is scrolled ag

Using Reporting For Call Center 101 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 72 Wallboard Menu Page Selecting t

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 102Figure 73 Wallboard Assignment Page The Wall

Using Reporting For Call Center 103 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 74 Add Wallboard Page Add Wallboard

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 104In other words, assigning a wallboard to be a

Using Reporting For Call Center 105 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Wallboard Parameters Once you have assign

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 106Figure 76 Edit wallboard Page The Edit Wallb

Using Reporting For Call Center 107 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 77 Edit Parameters Page The Edit Pa

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 108Delete Button Clicking on the Delete button w

Using Reporting For Call Center 109 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Note that if you include a parameter abbre

How to Use This Guide Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 2How to Use This Guide Introduction This document is desi

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 110There are 6 Agents Not Ready please return to

Using Reporting For Call Center 111 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 81 Assigned Messages List - Example

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 112Figure 82 Assigned Alarms Page The Assigned A

Using Reporting For Call Center 113 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 83 Add Alarm Page When you assign a

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 114but they are in fact all separate and distinc

Using Reporting For Call Center 115 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide >= Greater than or equals to. This t

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 116Figure 84 Example Settings for a Multi Alarm

Using Reporting For Call Center 117 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide The first Alarm Period commences at 08:30

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 118Figure 85 Assigned Schedules Page The Assign

Using Reporting For Call Center 119 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 86 Add Schedule Page The Add Sched

How to Use this Guide3Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Index A cross-reference of topics in this User Guide.

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 120Our example User Mary Smith has created a sch

Using Reporting For Call Center 121 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide The Assigned Schedules page is shown above

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 122Instant Messages Instant messages allow Users

Using Reporting For Call Center 123 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Our example User Mary Smith has used her D

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 124To return to the Instant Messages page withou

Reports 125 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Reports Reports Introduction General Nortel Networks Reporting for

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 126That is, any way a Call can arrive into a Skillset other than being a

Reports 127 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide In-Progress Calls In-progress calls are not included in the repor

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 128Figure 92 Report Viewer Toolbar Note: The Preview Tab is a label inf

Reports 129 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 94 Export Report Window File Format Select the desired form

Introduction Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 4Introduction Introduction Nortel Networks Reporting for Call Cente

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 130Note: If you do not specify a file extension of the appropriate type,

Reports 131 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide This could be used to look for a specific Agent in a large Agent A

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 132Get latest Call Center Data Button This button causes Nortel Networks

Reports 133 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 96 Answered Calls Report Skillsets Page Mary Smith has spec

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 134Figure 97 Answered Calls Report For each Skillset the total number o

Reports 135 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 98 Abandoned Call Report Skillset Page This page allows yo

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 136Our example User Mary Smith has used her Dev&Train Favourite to h

Reports 137 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Abandoned Calling Line ID Report Clicking on the Abandoned Calling

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 138Drop down menus allow you to choose dates and time values. The Aband

Reports 139 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Agent Capacity Report Clicking on the Agent Capacity Report button

Introduction 5Issue 02 (05) Reporting for Call Center Set Up and Operations Guide English, United Kingdom English, Canadian French, Latin American

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 140Note that the report is agent based, not Skillset based. This means

Reports 141 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 103 Agent Capacity Report Whenever there are Agents logged

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 142Figure 104 Help Request Report page This page allows you to specify t

Reports 143 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 105 Help Request Report This report lists each Supervisor

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 144Agent ID Indicates the Call Center ID of the Agent who made the Help

Reports 145 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide on the From Date from which you wish to have data included in the

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 146For each Skillset and for a report total, the number of calls and the

Reports 147 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 108 Agent Average Report Skillset Selection Page This page

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 148The To Date specifies the last date you wish to have included in the

Reports 149 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 109 Agent Average Report For each Agent the average duratio

Introduction Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 6SQL Historical Database Historical Report information is stored in

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 150Figure 110 Agent Profile Report Skillset page This page allows you to

Reports 151 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide The To Date specifies the last date you wish to have included in t

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 152Figure 111 Agent Profile Report For each Agent the following are disp

Reports 153 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Answered Incoming Call Center Calls This is the number of Incoming

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 154Figure 112 Agent Activity Report Skillsets page This page allows you

Reports 155 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide on the From Date from which you wish to have data included in the

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 156For each Agent within the report, the following statistics are displa

Reports 157 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 114 Agent Audit Report Skillset Selection page This page al

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 158• For a discussion on using Favourites, see page 61. Our example Us

Reports 159 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 116 Agent Selection page with No Agents Available Clicking

Introduction 7Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Memory64 MB minimum, 128 MB recommended Network Interface Card

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 160Figure 117 Agent Audit Report Agent ID Indicates the Call Center Log

Reports 161 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Activity Code Report by Skillset Clicking on the Activity Code Rep

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 162Drop down menus allow you to choose dates and time values. The Activ

Reports 163 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Control (CTRL) key, and click on individual Activity Codes to high

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 164Figure 121 Activity Code Report by Skillset This report show by Skill

Reports 165 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Activity Code Report by Agent Clicking on the Activity Code Report

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 166Drop down menus allow you to choose dates and time values. The Activ

Reports 167 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Control (CTRL) key, and click on individual Activity Codes to high

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 168Figure 125 Agent Activity Code Report by Agent This report show by Ag

Reports 169 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Activity Code Report by # of Pegs Clicking on the Activity Code Re

Installation Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 8Installation Introduction This chapter describes the installation

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 170Drop down menus allow you to choose dates and time values. The Activ

Reports 171 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Control (CTRL) key, and click on individual Activity Codes to high

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 172Figure 129 Agent Activity Code Report by Number of Pegs This report s

Reports 173 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Summary Report Clicking on the Summary Report button presents you

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 174To Date after which data will not be included in the report. Informa

Reports 175 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Number of Presented Calls This is the total number of calls that w

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 176Presented Calls (Direct and Indirect) The total number of calls prese

Reports 177 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 132 Summary Report Graphs Presented Calls This graph provid

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 178Calls Handled In Another Skillset This graph provides a profile of th

Reports 179 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide The From Date specifies the first date you wish to have included i

Introduction 9Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Deleting Temporary Internet Files To prevent Internet Explorer

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 180Figure 134 Call Profile Report Presented Call Center Indicates the nu

Reports 181 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Answered by Agents Indicates the number of calls that were Answere

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 182Figure 135 Call Profile Report Graph The graph indicates the number o

Reports 183 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 136 Incoming Call Report Skillset Selection page This page

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 184• For a discussion on using Favourites, see page 61. Our example Us

Reports 185 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Indirect Indicates the number of Indirect Calls that have been ans

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 186Left Skillset via Routing Table Indicates the number of calls that le

Reports 187 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 138 Incoming Call Report Graph Total Presented Indicates th

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 188> SIndicates the total number of calls (both voice and Multimedia

Reports 189 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 139 Unanswered Help Request Report Selection page Clicking

Installation Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 10Figure 2 Delete Files Dialog Select the Delete all offline conten

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 190Figure 140 Unanswered Help Request Report Agent ID Indicates the Agen

Reports 191 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Agent Average Report by Agent Clicking on the Agent Average Report

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 192To Date after which data will not be included in the report. Informa

Reports 193 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide the start of the line for that Agent. Likewise, if the Call Trans

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 194Figure 143 Agent Activity Report by Agent Skillset Selection Page Th

Reports 195 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide • For a discussion of using Skillset Selection lists see page 60.

Reports Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 196Logged In Time Indicates the total time that the Agent was logged in

Reports Explained 197 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Reports Explained Answered Calls Report Figure 145 Answ

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 198Six time bins are specified, and a seventh is appended auto

Reports Explained 199 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Abandoned Call Report Figure 146 Abandoned Call Report

Introduction 11 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide available free of charge by Microsoft. Contact your network A

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 200In this example, the time bins have been set in steps of 10

Reports Explained 201 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Abandoned Calling Line ID Report Figure 147 Abandoned Ca

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 202and to make use of your services) or perhaps the report cou

Reports Explained 203 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Agent Capacity Report Figure 148 Agent Capacity Report T

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 204This is not the same as summing all of the Skillset values.

Reports Explained 205 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Help Request Report Figure 149 Help Request Report The C

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 206particular caller, it might be decided that all Agents are

Reports Explained 207 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Call Average Report Figure 150 Call Average Report This

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 208Agent Average Report Figure 151 Agent Average Report The Ag

Reports Explained 209 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide If an Agent is taking far less time to deal with their I

Installation Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 12(If you are using the Windows 2000 operating system, double click

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 210Agent Profile Report Figure 152 Agent Profile Report This r

Reports Explained 211 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide !Note if you request this report for (say) Skillset 1, y

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 212Agent Activity Report Figure 153 Agent Activity Report This

Reports Explained 213 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Agent Audit Report Figure 154 Agent Audit Report This re

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 214Activity Code Report by Skillset Figure 155 Activity Code R

Reports Explained 215 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Activity Codes can be used to represent Agent activity a

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 216Activity Code Report by Agent Figure 156 Agent Activity Cod

Reports Explained 217 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Activity Codes can be used to identify different types o

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 218Activity Code Report by # of Pegs Figure 157 Agent Activity

Reports Explained 219 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Activity Codes can be used to identify different types o

Introduction 13 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide For a CallPilot Installation Exit any Windows programs that ar

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 220Summary Report Figure 158 Summary Report The Summary report

Reports Explained 221 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 159 Summary Report Graphs Page Each of the graphs

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 222Call Profile Report Figure 160 Call Profile Report This re

Reports Explained 223 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Generating a Call Profile report for several weeks prior

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 224Incoming Call Report Figure 162 Incoming Call Report The In

Reports Explained 225 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Unanswered Help Request Report Figure 163 Help Request U

Reports Explained Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 226Agent Average Report by Agent Figure 164 Agent Average Rep

Reports Explained 227 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Agent Activity Report by Skillset Figure 165 Agent Acti

Upgrading to Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 228Upgrading to Reporting for Call Center

Upgrading to Reporting for Call Center 229 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Leaving the Nortel Networks Call Ce

Installation Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 14The dialog shown in Figure 4 This dialog allows you to select the

Troubleshooting Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 230Troubleshooting Reporting for Call

Troubleshooting Reporting for Call Center 231 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Norton Anti-Virus is one anti-vi

Troubleshooting Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 2322. Click Options. If a menu appear

Troubleshooting Reporting for Call Center 233 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 168 Norton Anti-Virus Opt

Troubleshooting Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 234However, if the name change is beca

Troubleshooting Reporting for Call Center 235 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Files\Nortel Networks\Reporting

Troubleshooting Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 236Figure 170 ipView Help Window ipVie

Troubleshooting Reporting for Call Center 237 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Real Time Screens on Client PCs

Glossary Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 238Glossary Abandoned Calls... Abandoned Calls are calls that rin

Glossary 239 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Calls Presented... The counts all of the calls that were

Introduction 15 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 6: InstallShield Wizard Start Dialog The dialog shown

Glossary Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 240Multimedia Call ... A call generated and conducted through th

Glossary 241 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide for Call Center, but they do not have the same scope for configur

References Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 242References 1 Software Keycode Installation Guide 11

Index 243 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Index AAbandon Time Bins, 50, 238 Abandoned, 50, 53, 59, 69, 77, 87,

Index Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 244Follow-me, 93, 240 French, 5 GGerman, 5 Grade of Service, 91, 98, 100,

Index 245 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Skillset selection, 52, 62, 95 Spanish, 5 Statistical Data, 6, 7 Sum

Installation Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 16Figure 7: License Agreement Dialog The dialog shown in Figure 7 i

Introduction 17 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 8: Customer Information Dialog If you clicked the Yes b

Installation Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 18Figure 9: Choose Destination Location If you clicked the Next but

Introduction 19 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 10: Setup Status Dialog If you clicked the Next button

Table of Contents Change History ...1 How to

Installation Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 20Figure 12: Java Installation Dialog This informs you that the in

Introduction 21 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide To complete the installation without rebooting your PC at this

Installation Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 22value from its default (80), by entering the number of the port y

Administration 23 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Administration Logging In Using Internet Explorer, browse to

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 24Figure 14 Log In page Note: A System Administrator is already

Administration 25 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 15 Change Password Page Choose a new password. The

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 26Figure 16 Administration Menu Page The options that are availab

Administration 27 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 17 Call Center Connection Page Enter the IP Address

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 28This password is set within the Call Center using CallPilot Man

Administration 29 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide !Note that if you add a new Network Interface Card or other

Table of Contents Reporting for Call Center Set Up and Operations Guide Issue 02 (05) ii Logging...

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 30Extracted from Received Data reaches 250. Rather, it means tha

Administration 31 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 21 System Administration Menu Page The System Adminis

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 32Figure 22 System Administrator details page To change the name

Administration 33 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide You do not have to enter all of your Call Center Agents into

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 34Figure 24 Add User Page This page allows you to enter the detai

Administration 35 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Administration and User Permissions The System Administrator

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 36Figure 25 Details for new User Mary Smith When you have complet

Administration 37 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 26 Edit User Page This is similar to the Add User pag

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 38When you click the Reset Password button you will be prompted

Administration 39 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Each configured user is listed on this page. In our example

Table of Contents Issue 02 (05) Reporting for Call Center Set Up and Operations Guide iii Exporting A Report ...

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 40Repeat this until you have assigned all the Skillsets you wish

Administration 41 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide When you have assigned the Skillsets you wish this User to h

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 42System Status Selecting the System Status option presents you w

Administration 43 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 32 Logging Menu Page The Logging Menu page contains a

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 44Figure 33 Logging Menu Page, with the Logging Stopped When the

Administration 45 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 34 Company Details Page This page allows you to enter

Administration Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 46Figure 35 Main Menu Page This allows you to use the application

Using Reporting For Call Center 47 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Using Reporting for Call Center Logging In

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 48You must provide a valid username and a passwo

Using Reporting For Call Center 49 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide If you have successfully entered the new pa

Table of Contents Reporting for Call Center Set Up and Operations Guide Issue 02 (05) iv Reports Explained ...

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 50Time Bins Setup This option allows you to spec

Using Reporting For Call Center 51 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 39 Time Bins Setup (Configuration) M

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 52Figure 40 Time Bin Setup Skillset Selection pa

Using Reporting For Call Center 53 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 41 Time Bins Page This page allows

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 54To save the settings you have made, click the

Using Reporting For Call Center 55 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 42 Print Schedules Page Daily Schedu

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 56Figure 43 Your Daily Schedules Page To add a

Using Reporting For Call Center 57 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 44 Add Daily Schedule Page The Add

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 58To include the reports from a particular day i

Using Reporting For Call Center 59 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 45 Add Daily Schedule Page - Example

Table of Figures Reporting for Call Center Set Up and Operations Guide Issue 02 (05) ii Table of Figures Figure 1 Internet Properties Window ...

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 60To save your Daily Schedule click on the Submi

Using Reporting For Call Center 61 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Clicking once on an unselected Skillset nam

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 62Figure 47 Save Favourites Page Enter a name i

Using Reporting For Call Center 63 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide To leave the Daily Schedule – Skillsets pag

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 64Note that each Schedule can be identified by t

Using Reporting For Call Center 65 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide This page operates exactly like the Add Dai

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 66Figure 50 Your Weekly Schedules Page Clicking

Using Reporting For Call Center 67 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 51 Add Weekly Schedule Page The Add

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 68The reports will be generated for a calendar w

Using Reporting For Call Center 69 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 53 Add Weekly Schedule Page - Exampl

Table of Figures Issue 02 (05) Reporting for Call Center Set Up and Operations Guide iii Figure 54 Weekly Schedules - Skillsets ...

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 70Figure 54 Weekly Schedules - Skillsets The We

Using Reporting For Call Center 71 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide When you have created a Weekly Schedule it

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 72Figure 55 Your Weekly Schedule Page with a Sch

Using Reporting For Call Center 73 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 56 Edit Weekly Schedule Page This p

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 74You will be returned to the Your Weekly Schedu

Using Reporting For Call Center 75 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 58 Add Monthly Schedule Page The Ad

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 76The reports will be generated for a calendar m

Using Reporting For Call Center 77 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 59 Add Monthly Schedule Page with Ex

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 78To leave the Add Monthly Schedule page without

Using Reporting For Call Center 79 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Note: If you select the Agent Audit Report,

Table of Figures Reporting for Call Center Set Up and Operations Guide Issue 02 (05) iv Figure 110 Agent Profile Report Skillset page...

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 80Figure 61 Your Monthly Schedules Page with a S

Using Reporting For Call Center 81 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 62 Edit Monthly Schedule Page This

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 82You will be returned to the Your Monthly Sched

Using Reporting For Call Center 83 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Real Time Using the Real Time Options Selec

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 84Figure 64 Real Time Summary Skillset Selection

Using Reporting For Call Center 85 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 65 Real Time Summary Real Time Scree

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 86Logged In Indicates the number of Agents who a

Using Reporting For Call Center 87 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Waiting Indicates the number of calls that

Using Reporting for Call Center Reporting for Call Center Set Up and Operations Guide Issue 02 (05) 88Skillset Mode Indicates whether the mode of op

Using Reporting For Call Center 89 Issue 02 (05) Reporting for Call Center Set Up and Operations Guide Figure 66 Real Time Detail Skillset Selecti