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Contents 5
Attendant Console User Guide
Chapter 6
Generating reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
About Attendant Console reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
About the Reports window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Components of the Reports window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Creating and viewing reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Loading the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Selecting a report type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Setting the report period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Selecting employees and customers for the report . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Creating the report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Viewing the report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Printing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
- Business Communications 1
- Manager 1
- Attendant Console User Guide 1
- Trademarks 2
- Contents 3
- Chapter 4 4
- Chapter 5 4
- Chapter 6 5
- 6 Contents 6
- Chapter 1 7
- Attendant Console components 8
- Attendant Console features 9
- Choice of Attendant types 10
- Chapter 2 11
- Getting started 11
- Types of attendant setups 12
- Part-time main attendant 13
- Backup attendant 14
- Overflow attendant 16
- To set the overflow extension 16
- Assistant attendant 17
- >> 18
- << 18
- Call notification 19
- To activate call notification 19
- P0936572 02 20
- To display extensions 21
- Disabling Transfer options 22
- Chapter 3 23
- Status bar 24
- Attendant Console menus 24
- Edit menu 25
- View menu 25
- Tools menu 26
- Transfer menu 27
- Caller menu 28
- Target menu 28
- Attendant menu 29
- Help menu 29
- Using keystroke commands 30
- Using right-click capability 31
- Using the toolbar 32
- About Loop buttons 33
- Using the Directory options 41
- Directory tabs 42
- Directory list columns 43
- To sort information 44
- Handling calls 45
- To answer an incoming call 46
- To release a call 47
- Using the Target list box 48
- Using the Directory tabs 49
- Using the Directory Find box 50
- Using the Department list box 51
- To search by department 51
- Transferring a call 52
- To retrieve a parked call 55
- To view parked calls 56
- To retrieve a call on Hold 57
- Screening calls 58
- Linking and Joining calls 60
- Creating a conference call 61
- Handling a callback call 62
- To process a Hold call 63
- To process an Assist call 63
- To process an IntAct call 63
- To speak to a caller 65
- To send a call to CallPilot 65
- To find caller information 70
- To edit a caller’s record 70
- To delete a caller record 70
- Using the Directory list 71
- Finding an employee record 72
- Resetting the Full tab view 73
- To reset the Full tab view 73
- Editing employee information 74
- Using the Make Caller button 75
- To type a note 76
- To save employee edit changes 77
- Generating reports 79
- About the Reports window 80
- Database box 81
- Information list box 82
- Period list box 83
- Employees 84
- Creating and viewing reports 85
- Loading the database 85
- Selecting a report type 85
- Setting the report period 86
- To clear a date 87
- Creating the report 89
- Viewing the report 89
- Printing a report 90
- Glossary 91
- 92 Glossary 92
- Numerics 93
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