Avaya Call Center Reporting 3.0 Instrukcja Użytkownika Strona 3

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Table of Contents
3
Configuring Nortel Networks Call Center Reporting.....................33
I
ntroduction........................................................................................................... 33
Configure window tabs ......................................................................................... 34
Company ......................................................................................................... 34
Skillsets ........................................................................................................... 34
Lines ................................................................................................................ 35
Agents ............................................................................................................. 36
Stat Time Bin................................................................................................... 37
Wallboard ........................................................................................................ 37
Security............................................................................................................ 38
Wallboards........................................................................................39
Introduction........................................................................................................... 39
Wallboard installation ........................................................................................... 39
Wallboard configuration........................................................................................ 39
Wallboard Settings .......................................................................................... 40
Wallboard Parameters.......................................................................................... 42
Wallboard Messages, Alarms and Schedules...................................................... 43
Wallboard Messages....................................................................................... 43
Wallboard Alarms ............................................................................................ 44
Wallboard Schedules ...................................................................................... 46
Statistical Settings ...........................................................................49
Introduction........................................................................................................... 49
Statistical Set Up .................................................................................................. 49
Real Time tab .................................................................................................. 50
Traffic Analysis tab .......................................................................................... 50
Peak tab .......................................................................................................... 50
Average tab ..................................................................................................... 50
Real Time Information......................................................................51
Introduction........................................................................................................... 51
Real Time screens................................................................................................ 51
System level .................................................................................................... 51
Skillset level..................................................................................................... 54
General Notes on the Real Time Displays ........................................................... 56
Management Reports.......................................................................58
Introduction........................................................................................................... 58
General Notes on the Report Statistics................................................................ 58
Accessing Current Reports .................................................................................. 59
Accessing Historical Reports................................................................................ 59
Report Manager window ...................................................................................... 61
File................................................................................................................... 61
View................................................................................................................. 61
Report.............................................................................................................. 61
Window............................................................................................................ 62
Help ................................................................................................................. 62
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