Avaya Call Center Reporting Bedienungsanleitung Seite 97
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Index 97
Index
A
Abandon Time Bins, 66
Abandoned Call Report, 66
Abandoned Caller ID Report, 76
Abandoned calls, 37, 41, 42, 55, 74, 76, 93
Accessing Current Reports, 60
Adding a Wallboard, 39
Adding lines, 34, 35, 36
Agent Activity Report, 68
Agent Profile Report, 73
Agent State Duration Timers, 51
Agent Status, 7, 50, 57
Agents, 7, 23, 36, 41, 42, 43, 44, 46, 50, 51,
53, 54, 55, 56, 66, 68, 70, 71, 73
Alarm conditions, 39
Alarm Threshold, 45
Answer Time Bins, 64
Answered Call Report, 64, 65
Assigning Wallboard, 40
Authorised IP Address, 27, 38
Average tab, 50
Average Time Report, 69
B
Break Time, 55, 57, 69, 70, 73
Business Communications Manager Call
Center, 5, 6, 7, 12, 94
Buzzer, 40, 41, 43, 44, 46
C
Calendar, 25, 60, 61
Call Center performance, 41, 51, 59, 72, 74
Call Center platform, 7, 8, 11, 12, 23, 24,
33, 34, 35, 36
Call Center, the, 7, 11, 27, 29, 35, 39, 50,
59, 68
Call Profile Report, 50, 72
Call queue, 7, 37, 42, 44, 50, 52
Call Waiting Alarm, 50
CallPilot 2.0, 5, 6, 7, 15, 19, 85, 86
Changing configuration, 28, 33
Changing Wallboard Schedule, 46
Changing Wallboard settings, 39
Closing the RDB Server, 29
Closing the user interface, 30
Configuration of lines, 35, 36
Configuration Report, 78
Configuration window, 30
Connecting Wallboard, 39
Creating Wallboard alarm, 45
Creating Wallboard message, 43
Creating Wallboard Schedule, 46
Critical threshold, 44
Current Reports, 60
D
Daily reports, 62
Deleting Wallboard Alarm, 46
Deleting Wallboard messages, 44
Deleting Wallboard schedule, 46
DHCP, 41
Documentation, 6, 39
E
Editing Wallboard alarm, 45
Editing Wallboard messages, 44
Editing Wallboard Schedule, 46
Erasing Wallboard messages, 44
Exiting, 28, 30
F
Feature card, 7
Feature Pack 1, 85
File sharing, 16
Folders on PC, 12, 14, 15, 17
G
Grade of Service, 41, 42, 50, 55, 57, 67, 74
Graphical format, 52, 62, 64, 76
H
Hardware, 5
Help Topics, 31, 63
Historical reports, 60
- Set Up and Operation Guide 1
- Table of contents 2
- How to use this guide 5
- Other documents 6
- System Overview 7
- PC requirements 8
- System Overview 9 9
- Introduction 11
- Installation prerequisites 11
- Configure window tabs 34
- Wallboards 39
- Wallboards 40 40
- Wallboard Assignment 40
- IP Address / Network Name 40
- Wallboard Parameters 42
- Wallboards 43 43
- Creating a Wallboard Message 43
- Wallboards 44 44
- Editing a Wallboard Message 44
- Deleting a Wallboard Message 44
- Sending Wallboard Messages 44
- Wallboards 45 45
- Creating a Wallboard Alarm 45
- Editing a Wallboard Alarm 45
- Wallboards 46 46
- Deleting a Wallboard Alarm 46
- Editing a Wallboard Schedule 46
- 3. Click Yes when prompted 47
- Statistical Settings 49
- Statistical settings 50 50
- Agent Status Alarm 50
- Call Waiting Alarm 50
- Service Target 50
- Real Time Information 51
- Real Time screens 52
- Real Time information 55 55
- Real Time information 58 58
- Management Reports 59
- Accessing Current Reports 60
- Accessing Historical Reports 60
- Management Reports 61 61
- Report Manager window 62
- Viewing Reports 63
- Report Types 64
- Management Reports 65 65
- Management Reports 66 66
- Management Reports 74 74
- Printing reports 75
- Abandoned Caller ID Report 76
- Configuration Report 78
- Print Schedule 79
- Management Reports 80 80
- Management Reports 81 81
- Management Reports 83 83
- Upgrade Process 85
- Report Table 87
- Group Report Table 88
- Agent Report Table 88
- Line Report Table 89
- Detail Agent Report Table 89
- Summary Report Table 90
- Total Report Table 90
- Unused Tables 91
- Glossary of Terms 93
- Glossary of Terms 95 95
- Glossary of Terms 96 96
- Index 97 97
- Index 98 98
- Index 99 99
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