Filter
Top Products
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