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Table of Contents
Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07
2
Help..................................................................................................................31
Configuring Nortel Networks Call Center Reporting .................... 33
Introduction ...........................................................................................................33
Configure window tabs .........................................................................................34
Company .........................................................................................................34
Skillsets............................................................................................................34
Lines ................................................................................................................35
Agents..............................................................................................................36
Stat Time Bin ...................................................................................................37
Wallboard.........................................................................................................37
Password .........................................................................................................37
Wallboards ....................................................................................... 39
Introduction ...........................................................................................................39
Wallboard installation............................................................................................39
Wallboard configuration ........................................................................................39
Wallboard Settings...........................................................................................40
Wallboard Parameters ..........................................................................................41
Wallboard Messages, Alarms and Schedules ......................................................43
Wallboard Messages .......................................................................................43
Wallboard Alarms ............................................................................................45
Wallboard Schedules.......................................................................................46
Statistical Settings........................................................................... 49
Introduction ...........................................................................................................49
Statistical Set Up ..................................................................................................49
Real Time tab ..................................................................................................50
Traffic Analysis tab ..........................................................................................50
Peak tab...........................................................................................................50
Average tab .....................................................................................................50
Real Time Information ..................................................................... 51
Introduction ...........................................................................................................51
Real Time screens................................................................................................51
System level ....................................................................................................51
Skillset level .....................................................................................................54
General Notes on the Real Time Displays ...........................................................56
Management Reports ...................................................................... 57
Introduction ...........................................................................................................57
General Notes on the Report Statistics ................................................................57
Accessing Current Reports...................................................................................58
Accessing Historical Reports ................................................................................58
Report Manager window.......................................................................................60
File ...................................................................................................................60
View .................................................................................................................60
Report ..............................................................................................................60
Window ............................................................................................................61
- Set Up and Operation Guide 1
- Table of contents 3
- How to use this guide 7
- Other documents 8
- PC requirements 10
- System Overview 11
- Introduction 13
- Installation prerequisites 13
- Configure window tabs 36
- Wallboards 37
- IP Address 42
- Wallboard Assignment 42
- Wallboard Parameters 43
- Sending Wallboard Messages 47
- Creating a Wallboard Alarm 47
- Editing a Wallboard Schedule 49
- Statistical Settings 51
- Real Time Information 53
- Real Time information 54
- Management Reports 59
- Accessing Current Reports 60
- Accessing Historical Reports 60
- Report Manager window 62
- Viewing Reports 63
- Report Types 64
- Lines in Sales and 71
- Printing reports 76
- Abandoned Caller ID Report 77
- Configuration Report 79
- Print Schedule 80
- Upgrade Process 87
- Glossary of Terms 89
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