Avaya Reporting for Call Center Bedienungsanleitung PDF herunterladen (Seite 15)

Introduction 5

Issue 02 (05) Reporting for Call Center Set Up and Operations Guide

English, United Kingdom English, Canadian French, Latin American Spanish, Brazilian

Portuguese, Spanish, Dutch, French, German, Italian, Norwegian, Danish, Swedish.

Individual wallboards can also be driven in any of these languages.

Administrators and Users

There are two types of user of Nortel Networks Reporting for Call Center. These are called

Administrators and Users.

As well as having access to all of the usual features of Nortel Networks Reporting for Call

Center, Administrators can specify and change fundamental configuration settings within Nortel

Networks Reporting for Call Center.

For security purposes and to maintain system stability, ordinary Users cannot change these

fundamental configuration settings, only Users with Administrator’s capabilities . User

interactions with Nortel Networks Reporting for Call Center are limited to using the features that

it provides.

Whilst Users cannot modify the core set-up of Nortel Networks Reporting for Call Center, they

can however specify and change some personal preferences and they can configure aspects of

Nortel Networks Reporting for Call Center which only affect themselves.

Administrators and Users are presented with different menus when they login.

Assigned Skillsets

Administrators create the Users by providing details such as User Name and language to Nortel

Networks Reporting for Call Center. The Administrator must then assign Skillsets to the Users.

This process defines which Skillsets each User can view in the Real Time screens and request

Historical Reports on. Skillsets may be assigned to more than one User.

Users can choose to view the Real Time screens or Historical Reports for any of the Skillsets

which have been assigned to them, or any combination of the allocated Skillsets, or all of the

assigned Skillsets.

Selections of Skillsets which are frequently used can be saved as Favourites.

The Favourites are given names to identify them. This makes it easy and quick to select a certain

selection or category of Skillsets through a single click of the mouse. Favourites are unique to

each User. This allows the User to create, modify or delete Favourites to suit themselves. This

will not affect the Favourites of any other User.

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Avaya Reporting for Call Center Bedienungsanleitung Seite 15