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Table of Contents
Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide
3
Help..................................................................................................................61
Viewing Reports....................................................................................................61
Report Types ........................................................................................................62
Answered Call..................................................................................................62
Abandoned Call Report ...................................................................................64
Incoming Call Report .......................................................................................64
Agent Activity Report .......................................................................................66
Average Time Report.......................................................................................67
System Capacity Report..................................................................................68
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 2.5 Feature Pack 1 ................. 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 2.5 FP1 ................86
Glossary of Terms ........................................................................... 87
Index ................................................................................................. 91
- 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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