Avaya BCM 2.0 Call Center Reporting Instrukcja Użytkownika Pobierz pdf (Strona 3)

Table of Contents

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Agents............................................................................................................. 23

Queues............................................................................................................ 23

Stat Time Bin................................................................................................... 24

Wallboard........................................................................................................ 24

Password ........................................................................................................ 24

Serial Port ....................................................................................................... 25

Wallboards........................................................................................27

Introduction........................................................................................................... 27

Wallboard installation........................................................................................... 27

Wallboard configuration ....................................................................................... 27

Wallboard Settings.......................................................................................... 28

Wallboard Parameters ......................................................................................... 29

Wallboard Messages, Alarms and Schedules ..................................................... 30

Wallboard Messages ...................................................................................... 30

Wallboard Alarms............................................................................................ 32

Wallboard Schedules...................................................................................... 33

Statistical Settings...........................................................................35

Introduction........................................................................................................... 35

Statistical Set Up.................................................................................................. 35

Real Time tab.................................................................................................. 36

Traffic Analysis tab.......................................................................................... 36

Peak tab.......................................................................................................... 36

Average tab..................................................................................................... 36

Real Time Information......................................................................37

Introduction........................................................................................................... 37

Real Time screens ............................................................................................... 37

System level.................................................................................................... 37

Queue level..................................................................................................... 40

Management Reports.......................................................................42

Introduction........................................................................................................... 42

Accessing Current Reports.................................................................................. 42

Accessing Historical Reports ............................................................................... 43

Report Manager window...................................................................................... 44

File................................................................................................................... 44

View................................................................................................................. 44

Report ............................................................................................................. 44

Window ........................................................................................................... 45

Help................................................................................................................. 45

Viewing Reports................................................................................................... 45

Report Types........................................................................................................ 46

Answered Call................................................................................................. 46

Abandoned Call Report................................................................................... 47

Incoming Call Report....................................................................................... 47

Agent Activity Report....................................................................................... 49

Average Time Report...................................................................................... 50

System Capacity Report................................................................................. 51

Call Profile Report........................................................................................... 53

1 2 3 4 5 6 7 8 ... 61 62

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Avaya BCM 2.0 Call Center Reporting Instrukcja Użytkownika Strona 3

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