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Avaya
Reporting for Call Center
Avaya Reporting for Call Center User manual
Type
User manual
Brand
Avaya
Size
7.65 MB
Category
Software
Pages
255
Language
English
Table of contents
Change History
11
How to Use This Guide
12
Introduction
12
How This Guide is Organized
12
Introduction
14
Introduction
14
Web Based User Interface
14
Language Support
14
Administrators and Users
15
Assigned Skillsets
15
SQL Historical Database
16
System Software
16
PC Requirements
16
Minimum PC Specifications
16
Operating System Compatibility
17
Installation
18
Introduction
18
Upgrading to Reporting for Call Center
18
Upgrading a Previous Version of Reporting for Call Center
18
Deleting Temporary Internet Files
19
Installation prerequisites
20
Installing Nortel Networks Reporting for Call Center software
21
TCP/IP Protocol
21
Checking whether the Windows Networking Component Is Installed
21
Installing Nortel Networks Reporting for Call Center
22
For a Business Communications Manager Installation
22
For a CallPilot Installation
23
Call Center Reporting Server
31
Administration
33
Logging In
33
Changing Default Password
34
Administration Menu
35
Call Center Connection
36
System Administration
40
System Admin Settings
41
User Admin
42
Administration and User Permissions
45
Skillset Assignment
48
Reporting
51
Maintenance
51
System Status
52
Logging
52
Company Details
54
Reporting
55
Using Reporting for Call Center
57
Logging In
57
Time Bins Setup
60
Answer Time Bins
60
Abandon Time Bins
60
Print Schedules
64
Daily Schedules
65
Skillset List Selection Methods
70
Adding Selections to the Favourites List
71
Weekly Schedules
75
Monthly Schedules
84
Real Time
93
Using the Real Time Options
93
Real Time Summary
93
Real Time Summary - Agent Summary
95
Real Time Summary – Call Summary
96
Hiding the Real Time Panels
98
Real Time Detail
98
Call Detail
99
Agent Detail
101
Agent Alarms
104
Wallboard Setup
107
Introduction
107
Message Formats
108
Parameter Messages
108
Scrolling Messages
108
Summary Messages
110
Using the Wallboard Options
110
Wallboard Assignment Page
111
Add Wallboard Page
113
Wallboard Parameters
115
Wallboard Messages Page
118
Alarms
121
Schedules
127
Instant Messages
132
Reports
135
Reports Introduction
135
General
135
Report Periods
135
Skillset Selection
135
Voice and Multimedia Calls
135
Direct and Indirect Calls
135
Calls and Call Transactions
136
Call Transactions and the Direct and Indirect Calls
136
In-Progress Calls
137
Report Headers
137
Report Viewer Toolbar
137
Printing a Report
138
Exporting A Report
138
Report Magnification
140
Report Navigation
140
Searching for Text Within A Report
140
Using the Reports
141
Get latest Call Center Data Button
142
Answered Calls Report
142
Abandoned Call Report
144
Abandoned Calling Line ID Report
147
Agent Capacity Report
149
Help Request Report
151
Call Average Report
154
Agent Average Report
156
Agent Profile Report
159
Agent Activity Report
163
Agent Audit Report
166
Activity Code Report by Skillset
171
Activity Code Report by Agent
175
Activity Code Report by # of Pegs
179
Summary Report
183
Summary Report Table
185
Summary Report Graphs
186
Call Profile Report
188
Call Profile Report Table
189
Call Profile Report Graph
191
Incoming Call Report
192
Incoming Call Report Table
194
Incoming Call Report Graph
196
Unanswered Help Request Report
198
Agent Average Report by Agent
201
Agent Activity Report by Skillset
203
Reports Explained
207
Answered Calls Report
207
Abandoned Call Report
209
Abandoned Calling Line ID Report
211
Help Request Report
215
Call Average Report
217
Agent Average Report
218
Agent Profile Report
220
Agent Activity Report
222
Agent Audit Report
223
Activity Code Report by Skillset
224
Activity Code Report by Agent
226
Activity Code Report by # of Pegs
228
Summary Report
230
Call Profile Report
232
Incoming Call Report
234
Unanswered Help Request Report
235
Agent Average Report by Agent
236
Agent Activity Report by Skillset
237
Upgrading to Reporting for Call Center
238
Introduction
238
What Do I have to Install?
238
Can the old Master PC be used as the Web Host PC?
238
Why is there No ‘Multiple Client’ software to install?
238
Can the new software co-reside with the old software?
238
Troubleshooting Reporting for Call Center
240
Slow Updates on Real Time Screen
240
Web Host PC Requires a Host File entry
240
Anti-Virus Software Slowing Down the File System
240
Cannot Access the Login Page
241
Turning off script blocking in Norton Anti-Virus
241
Turning off script blocking in Norton Anti-Virus 2002 or
242
Changing Agent Names
243
Virtual Folders Not Created in Internet Information Services
244
Accessing Networked Printers From the Web Host PC
245
Multiple Network Cards in the Web Host PC or an Agent PC
245
View SoftBoard and Wallboard Summaries
246
Crystal Reports ActiveX Report Viewer
246
Real Time Screens on Client PCs
247
Glossary
248
References
252
Index
253
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