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Introduction
Reporting for Call Center Set Up and Operations Guide Issue 02 (05)
4
Introduction
Introduction
Nortel Networks Reporting for Call Center is a browser-based Real Time information and
Historical Reporting tool for Nortel Networks Call Center.
Nortel Networks Reporting for Call Center provides:
• Real Time windows showing current Call Center activity, for Calls and for Agents
• Real Time information via hardware and software IP-enabled wallboards
• A comprehensive Historical Reporting package
!
Within this document the phrase ‘the Call Center platform’ is used to refer to
either the Business Communications Manager or the CallPilot hardware, and
the phrase ‘the Call Center’ is used to refer to the Call Center application
running on that platform. The platforms are only referenced specifically by
name in areas of this document describing the installation of the Call Center
Reporting application software, on Pages 13, 14, 17, 18 & 19, and the
discussion concerning the configuration of the Call Center Connection page, on
Page 27.
Web Based User Interface
All of the Administrative and User interactions with Nortel Networks Reporting for Call Center
are conducted through a series of Web Pages accessed via Internet Explorer browser sessions.
These Web Pages are hosted on a nominated PC which is referred to as the Web Host PC, onto
which the Nortel Networks Reporting for Call Center software is installed. The Web Host PC
communicates directly with the Call Center to retrieve Real Time updates (for the Real Time
screens and wallboards) and Historical information (for the reports).
Other PCs that have network access to the Web Host PC can access these Web Pages. This
allows multiple Users to use Nortel Networks Reporting for Call Center, without having any
software other than Internet Explorer installed on their PCs .
Language Support
Each Administrator or User of Nortel Networks Reporting for Call Center can have their Web
user Interface pages presented to them in one of the following 13 languages: North American
2
- © 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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