Avaya BCM 2.0 Call Center Reporting Manual do Utilizador

Enterprise Edge 2.0 Call Center ReportingSet Up and Operation Guide1-800-4 NORTELwww.nortelnetworks.com© 2000 Nortel NetworksP0911643 Issue 02

Installing Enterprise Edge 2.0 Call Center ReportingEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0210TCP/IP Pro

Installing Enterprise Edge 2.0 Call Center ReportingP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide115. Click

Installing Enterprise Edge 2.0 Call Center ReportingEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02123. Click

Installing Enterprise Edge 2.0 Call Center ReportingP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide137. Click

Installing Enterprise Edge 2.0 Call Center ReportingEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 021411. Double

Installing Enterprise Edge 2.0 Call Center ReportingP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide15Starting o

Installing Enterprise Edge 2.0 Call Center ReportingEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0216Folders cr

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation GuideUsing Enterprise Edge 2.0 Call Center ReportingStarting Enterpri

Using Enterprise Edge 2.0 Call Center ReportingEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0218With the defaul

Using Enterprise Edge 2.0 Call Center ReportingP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide192. Click Exit.

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation GuideTable of contentsHow to use this guide...

Using Enterprise Edge 2.0 Call Center ReportingEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0220ViewToolbar - d

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

Configuring Enterprise Edge 2.0 Call Center ReportingEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0222Configure

Configuring Enterprise Edge 2.0 Call Center ReportingP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide233. Click

Configuring Enterprise Edge 2.0 Call Center ReportingEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0224Naming th

Configuring Enterprise Edge 2.0 Call Center ReportingP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide25\Program

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation GuideWallboardsIntroductionWith the addition of Enterprise Edge 2.0 C

WallboardsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0228Wallboard SettingsThe Wallboard Settings windowIn Se

WallboardsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide29Wallboard SummaryThe Wallboard Summary option will a

WallboardsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0230The available Parameters are:Abbreviation Descriptio

Table of ContentsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 022Agents...

WallboardsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide31Creating a Wallboard Message1. From the System Mana

WallboardsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0232Sending Wallboard MessagesA Message can be sent manu

WallboardsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide339. From the drop down menu option titled Message, s

WallboardsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02347. From the drop down menu option titled Message, s

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation GuideStatistical SettingsIntroductionThe presentation of information

Statistical settingsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0236Real Time tabAgent Status AlarmThe times i

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation GuideReal Time InformationIntroductionEnterprise Edge 2.0 Call Center

Real Time informationEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0238System level – Graphical Real Time Screen

Real Time informationP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide39System level – Numerical Real Time Screen

Real Time informationEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0240Queue levelIf you have Logged In at Queue

Table of ContentsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide3Agent Profile Report...

Real Time informationP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide41The information displayed in the Queue #

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation GuideManagement ReportsIntroductionEnterprise Edge 2.0 Call Center Re

Management ReportsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide43The Report Manager window will now open and

Management ReportsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0244x To view reports for a whole day, click th

Management ReportsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide45WindowSelecting Window provides a drop down

Management ReportsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0246Selecting Numeric from the View menu option

Management ReportsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide47Abandoned Call ReportThe Abandoned Call Repo

Management ReportsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0248Incoming Call Report – Numerical View (Syste

Management ReportsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide49The agent information includes:Title Descrip

Management ReportsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0250The agent information includes:Title Descrip

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation GuideHow to use this guideIntroductionThis guide is designed to assis

Management ReportsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide51The line information includes:Title Descript

Management ReportsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0252System Capacity Report – Numerical View (Sys

Management ReportsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide53Call Profile ReportThe Call Profile Report t

Management ReportsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0254Agent Profile ReportThe Agent Profile Report

Management ReportsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide55Summary ReportThe objective of the Summary r

Management ReportsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0256The Print Option window3. Click the Report

Management ReportsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide57The Abandoned Caller ID ReportThe informatio

Management ReportsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0258Configuration ReportThis report will display

Management ReportsP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide59Note: The Configuration Report is only avail

Management ReportsEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02603. Click Activate Print Schedule on the Dai

System overviewEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 026Management Reports — describes how to access and

IndexP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide61IndexAAbandon Time Bins, 47Abandoned Call Report, 47Aband

IndexEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 0262HHardware, 5Help Topics, 20, 45Historical reports, 43Hour

IndexP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide63Solving problems, 15Spectrum Wallboards, 28Starting, 15,

System overviewP0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide7System OverviewIntroductionEnterprise Edge 2.0 C

System overviewEnterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 028and access the reports, other PCs on your networ

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