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Avaya Reporting for Call Center Handbücher

Bedienungsanleitungen und Benutzerhandbücher für Software Avaya Reporting for Call Center.
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Avaya Reporting for Call Center Bedienungsanleitung (255 Seiten)


Marke: Avaya | Kategorie: Software | Größe: 7.65 MB |

 

Inhaltsverzeichnis

© 2004 Nortel Networks

1

P1012912 Issue 02 (05)

1

Table of Contents

3

Table of Figures

7

Change History

11

How to Use This Guide

12

How to Use this Guide3

13

Introduction

14

Administrators and Users

15

Assigned Skillsets

15

SQL Historical Database

16

System Software

16

PC Requirements

16

Introduction 7

17

Installation

18

Introduction 9

19

Installation prerequisites

20

Introduction 11

21

Introduction 15

25

Back button

26

Introduction 17

27

Introduction 21

31

Administration

33

Changing Default Password

34

Administration Menu

35

Administration 27

37

Administration 29

39

Administration 31

41

System Admin Settings

41

User Admin

42

Administration 33

43

Figure 23 User Admin Page

43

Figure 24 Add User Page

44

Administration 35

45

Administration 37

47

Figure 26 Edit User Page

47

Reset Password

47

Skillset Assignment

48

Administration 39

49

Administration 41

51

Administration 43

53

Figure 32 Logging Menu Page

53

Administration 45

55

Figure 35 Main Menu Page

56

Logging In

57

Time Bins Setup

60

Figure 41 Time Bins Page

63

Print Schedules

64

Daily Schedules

65

Real Time

93

Skillset

95

Call Detail

99

Logged Into SS

103

Agent Alarms

104

Wallboard Setup

107

Parameter Messages

108

Scrolling Messages

108

Alarm Messages

109

Wallboard Assignment Page

111

Figure 74 Add Wallboard Page

113

Add Wallboard Page

113

Parameters Button

116

Figure 79 Add Message Page

119

Figure 83 Add Alarm Page

123

Alarm Periods

125

Schedules

127

Figure 86 Add Schedule Page

129

Figure 88 Edit Schedule Page

131

Reports

135

Calls and Call Transactions

136

The available formats are:

139

Using the Reports

141

Reports 133

143

Reports 135

145

Reports 137

147

Reports 139

149

Reports 141

151

Reports 145

155

Reports 147

157

Reports 149

159

Reports 151

161

Reports 155

165

Reports 157

167

Reports 159

169

Reports 161

171

Reports 163

173

Reports 165

175

Reports 167

177

Reports 169

179

Reports 171

181

Reports 173

183

Figure 131 Summary Report

184

Reports 179

189

Call Profile Report Table

189

Reports 183

193

Reports 189

199

Reports 191

201

Reports 195

205

Reports Explained

207

Abandoned Call Report

209

Reports Explained 201

211

Agent Capacity Report

213

Help Request Report

215

Call Average Report

217

Agent Average Report

218

Reports Explained 209

219

Agent Profile Report

220

Reports Explained 211

221

Agent Activity Report

222

Agent Audit Report

223

Posted, etc

225

Reports Explained 217

227

Reports Explained 219

229

Summary Report

230

Reports Explained 221

231

Call Profile Report

232

Reports Explained 223

233

Incoming Call Report

234

Reports Explained 225

235

Reports Explained 227

237

Cannot Access the Login Page

241

Changing Agent Names

243

Glossary

248

Glossary 241

251

References

252

Index 243

253

Index 245

255




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