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Nortel Networks Call Center Reporting Set Up and Operation Guide www.nortelnetworks.com© 2001 Nortel Networks P0919439 Issue 07 (24) Returnto Menu

System Overview Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 8Center platform and stores it on the hard disk of the Mast

System Overview Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 9Microprocessor speed - 120MHz (dedicated PC), 166MHz (shar

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Installing Nortel Networks Call Center Reporting Introduction This chapter

Installing Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 12Installing Nortel Networ

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 132. On the Windows taskb

Installing Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 1410. The Nortel Networks

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 15In order for Multiple Cl

Installing Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 16Sharing the Call Center

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 17Installing Nortel Networ

Installing Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 189. Several progress bar

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 19!Make sure you have clic

Installing Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 20The scenarios below assu

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 211. Using Windows Explor

Installing Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 22Troubleshooting Nortel N

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 23Networks Call Center Rep

Installing Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 24In Windows 2000 the envi

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 25Not Ready Grey Availabl

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Using Nortel Networks Call Center Reporting Starting Nortel Networks Call

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Table of contents How to use this guide...

Using Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 28activities to only one Skills

Using Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 292. You will be prompted for

Using Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 30Sign Through - (System Manage

Using Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 31Help Help Topics - opens the

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Configuring Nortel Networks Call Center Reporting Introduction Nortel Netwo

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 34Configure window tabs Company Use this tab to enter details of

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 354. Enter the new password in the New Password field. The Pas

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 36Agents Select this tab to upload or view the details of your a

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 37Nortel Networks Call Center Reporting Config Upload Window – T

Table of Contents Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 2Help...

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 38\Program Files\Nortel Networks\Call Center Reporting folder, a

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 39Wallboards Introduction With the addition of Nortel Networks C

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 405. Select Properties.6. A window will open with two tabs labe

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 41However, if the PC has been turned off for a period in excess

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 42The Wallboard Parameter window

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 43The available Parameters are: Abbreviation Description ID Nu

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 44Creating a Wallboard Message 1. From the System Manager Main

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 45Sending Wallboard Messages A Message can be sent manually to a

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 466. From the drop down menu option titled Function, choose whe

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 473. Click New. 4. From the drop down menu option titled Day, s

Table of Contents Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 3Help...

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Statistical Settings Introduction The presentation of information in the Re

Statistical settings Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 50Real Time tab Agent Status Alarm The times input int

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Real Time Information Introduction Nortel Networks Call Center Reporting pr

Real Time information Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 52System Graphical Real Time - Lines - provides a vie

Real Time information Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 53System Graphical Real Time – Lines Waiting Time of

Real Time information Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 54Number of calls waiting Number of calls waiting >

Real Time information Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 55Skillset level - Real Time ScreenThe information di

Real Time information Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 56The Skillset Real Time - Status window shows three

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Management Reports Introduction Nortel Networks Call Center Reporting autom

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 58occupied on one call, and each Agent has a call alloca

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 59wish to view reports for today, you will find it more

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 60• To view reports for a whole day, click the day requi

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 61Window Selecting Window provides a drop down menu wit

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 62By default all reports open in numerical format. Some

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 63Answered Call Report – Numerical View (System level)

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 64Abandoned Call Report The Abandoned Call Report shows

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 65Incoming Call Report – Numerical View (System level)Th

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 66The agent information includes: Title Description TOT

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 67The agent information includes: Title Description LOG

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide How to use this guide Introduction This guide is designed to assist a Syste

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 68Title Description WAITING TIME -CALLS Number of incom

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 69totalling 2:15. The Entire System shows that for two

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 70System Capacity Report – Numerical View (System Level)

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 71Call Profile Report The Call Profile Report tracks the

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 72Agent Profile Report The Agent Profile Report is only

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 73Summary Report The objective of the Summary report is

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 74Summary Report – Numerical ViewPrinting reports Report

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 75The Print Option window3. Click the Report Type(s) to

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 76The Abandoned Caller ID ReportThe information displaye

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 77Printouts can also be scheduled to print automatically

System Overview Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 6Statistical Settings — explains how to tailor the analysis

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 78The Configuration ReportTo print the Configuration Rep

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 79To schedule a print run: 1. Click Management-Info on

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 807. Click the Abandoned Caller ID tab and select a time

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide How to Select and Import Nortel Networks Call Center Reporting Statistical

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 82For example: M0301.mdb The monthly statistical datab

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 83The selected Call Center Reporting data should now be

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Upgrading from version 2.5 GA to 2.5 Feature Pack 1 Introduction These inst

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 861.0 Close Down Nortel Networks Call Center Reporting v

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Glossary of Terms Abandon Time Bins A series of six time steps used in t

System Overview Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 7System Overview Introduction Nortel Networks Call Center R

Glossary of Terms Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 88Networks Call Center Reporting is connected and receive

Glossary of Terms Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 89The Not Ready State is shown as Grey in the Real Time S

Glossary of Terms Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 90The Waiting State is shown as Blue in the Real Time Scr

Index Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 91Index AAbandon Time Bins, 64 Abandoned Call Report, 64 Abandoned Ca

Index Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 92Hourly reports, 59 How this guide is organized, 5 How to use this g

Index Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 93Solving problems, 22 Starting, 22, 27 Stat Time Bin, 37, 87 Statist