Avaya Call Center Reporting 3.0 Manuel d'utilisateur Page 4
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Table of Contents
4
Viewing Reports ................................................................................................... 62
Report Types ........................................................................................................ 63
Answered Call ................................................................................................. 63
Abandoned Call Report ................................................................................... 65
Incoming Call Report....................................................................................... 65
Agent Activity Report....................................................................................... 67
Average Time Report ...................................................................................... 68
System Capacity Report.................................................................................. 69
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 3.0 ............................................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 GA ....... 86
3.0 Install Nortel Networks Call Center Reporting version 3.0........................ 86
Glossary of Terms............................................................................87
Index..................................................................................................91
- Set Up and Operation Guide 1
- Table of contents 2
- How to use this guide 5
- Other documents 6
- System Overview 7
- PC requirements 8
- Introduction 11
- Installation prerequisites 11
- Configure window tabs 34
- Wallboards 35
- Wallboard Assignment 40
- IP Address / Network Name 40
- Wallboard Parameters 42
- Creating a Wallboard Message 43
- Creating a Wallboard Alarm 45
- Editing a Wallboard Alarm 45
- 3. Click Yes when prompted 47
- Statistical Settings 49
- Statistical settings 50
- Agent Status Alarm 50
- Call Waiting Alarm 50
- Service Target 50
- Real Time Information 51
- Real Time information 52
- Management Reports 58
- Accessing Current Reports 59
- Accessing Historical Reports 59
- Report Manager window 61
- Viewing Reports 62
- Report Types 63
- Printing reports 74
- Abandoned Caller ID Report 75
- Configuration Report 77
- Print Schedule 78
- Upgrade Process 85
- Glossary of Terms 87
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