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Nortel Networks P0919439 manual

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Table of contents for the manual

  • Page 1

    Nortel Networks Call Cent er Reporting Set Up and O peration Guide www .nortelnetw orks.com © 2001 Nortel N etw orks P0919439 I ssue 07 (24) Return to Menu[...]

  • Page 2

    [...]

  • Page 3

    Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Table of contents How to use th is guide........................................................................ 5 Introduction ................................................................ ............................................. 5 How this gu ide is organ ized[...]

  • Page 4

    Table of Contents Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 2 H elp.................................................................................................................. 31 Configu ring Nortel Net works Call Center Reportin g .................... 33 Introduction .....................................[...]

  • Page 5

    Table of Contents Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 3 H elp.................................................................................................................. 61 Viewing R eports .................................................................................................... 61 Report[...]

  • Page 6

    [...]

  • Page 7

    Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide How to use this guide Intr oduction This guide is designed to assist a System Manager in the installation, set up and operation of Nortel N etworks Ca ll Center Reportin g. ! Nortel Networks Call Center Reporting is common to both the Business Communications Manager 2.5[...]

  • Page 8

    Syst em Overview Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 6 Statis tical Se ttings — explains how to tailor th e an alysis of the management infor mation to suit your requirements. Real Tim e Info rmatio n — describes ho w to ac cess and vi ew the R eal Ti me mana gement information provided by Nortel Netw[...]

  • Page 9

    Syst em Overview Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 7 S ys t em O ve r vi e w Intr oduction Nortel Networks Call Center Reporting is a Windows® software application that provides Real Time statistic s and compr ehensive managemen t information on the day-to-day performan ce of your Business Communicatio[...]

  • Page 10

    Syst em Overview Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 8 Center platform and stores it on the hard disk of the Master Client PC. It is this stored information which provides the data for the reports. The RDB S erver is the pro gram used t o gather and st ore the even t data s ent fro m the Cal l Center plat[...]

  • Page 11

    Syst em Overview Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 9 Microprocessor speed - 120MHz (dedicated PC), 166MHz (shared PC) RAM - 16Mb (dedicated PC), 32Mb (shared PC) Hard disk drive space for application - 10Mb Hard disk drive space for data (per year) - 15Mb Windows 95 TM rev B (or later versi on) operat i[...]

  • Page 12

    [...]

  • Page 13

    Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Installing Nortel Netw orks Call Center Reporti ng Intr oduction This chap ter describe s installation pre requisite s, how to install the Nortel Ne tworks Call Ce nter Reporting Master and Multiple Client software, troubleshooting tips and the folders created on the No[...]

  • Page 14

    Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 12 Insta lling Norte l Net w orks Call Center Reporting Ma ster Client software Nortel N etworks C all Ce nter Repo rting Mas ter Cl ient so ftware aut omatical l y creates a fol der called Progra m Files Nortel N[...]

  • Page 15

    Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 13 2. On the Windows taskbar, click Start , point to Se ttings and then c lick Control Panel . The Control Panel window appears. (If you are using the Windows 2000 operating system, double click instead on Network in[...]

  • Page 16

    Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 14 10. The Nortel Net works Conn ects Spl ash Screen a nd the No rtel Netwo rks Call C enter Reporting Welcome screens appear. 11. The Choose Destination Location window appears. 12. Click Next to accept the default [...]

  • Page 17

    Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 15 In order for Multiple Client PCs to have access to the Master Client PC, the network must be set up correctly and the Multiple Client PCs must be able to see and access the Call Cen ter Reporti ng and Stats fol de[...]

  • Page 18

    Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 16 Sharing the Call Center Reporting Folder 7. Click Shared A s . Make s ure that t he name d ispla yed is Call Cen ter with a sing le space between the word Call and the word Cent er and th at there a re no extra sp[...]

  • Page 19

    Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 17 Installing Nor tel Networks Call Center Reporting softwa re onto additional PCs The Nortel Networks Call Center Reporting Multiple Client software can be loaded onto additional PCs so that multiple Supervisors/Man[...]

  • Page 20

    Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 18 9. Sev eral pro gress bars appear as the i nstall ation rou tine prep ares it self. Pre sentl y the Nortel N etwork s Call Cen ter Repo rting Cl ient lan guage sel ection d ialo g appears. Select the language you [...]

  • Page 21

    Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 19 ! Make sure you have clicked on the Call Center Rep orting Client folder and NOT the Call Center R eporti ng Master folder. There can only be one PC on your network Configured as a Master Client. 5. Click on the S[...]

  • Page 22

    Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 20 The scen arios bel ow assu me you hav e accept ed th e default i nstall ation nam es and l ocation s for Nortel Networks Call Center Reporting. If you changed the folder names or their locations, substitute the ap[...]

  • Page 23

    Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 21 1. Using Windows Explorer, browse to the Call Center Repo rting folder on the Nort el Network s Call Center Rep orting Ma ster PC . 2. Try to access this folder and you will be prompted for the Full Access pas swo[...]

  • Page 24

    Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 22 Trouble shooting Nor tel Netw orks Call Center Repor ting If the Master Client (including the RDB Server) is closed down and then restarted, Nortel Networ ks Call Center Reporting w ill restart with no k nowledge [...]

  • Page 25

    Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 23 Networks Call Center Reporting, and re-start Nortel Networks Call Center Reporting once the Call C enter plat form has been re-s tarted. If you had selected the Access to Configuration option before the Master Cli[...]

  • Page 26

    Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 24 In Windows 2000 the environment variables can be accessed as follows 1. Click Start 2. Point to Settings 3. Click Control Panel 4. Click System 5. Sel ect the Advanced Tab 6. Click the Environm ent V ariable s but[...]

  • Page 27

    Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 25 Not Read y Grey Availab le Blue Alarm Red Waiting L ight Blue On a very few PCs the default colours do not appear as listed above. To obtain the default colours as listed above, switch to a higher or lower colour [...]

  • Page 28

    [...]

  • Page 29

    Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Using Nortel Ne tworks Call Center Re porting Star ting Nortel Netw orks Call Cent er Reporting 1. To start the Nortel Networks Call Center Reporting Master Client, double-click on the Call Center Reporting icon on the desktop of the Master Client PC. Note: At the same [...]

  • Page 30

    Using Nor tel Networ ks Call Center Rep orting Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 28 activities to only one Skillset ente r a Skillset le vel (also ca lled Superv isor level) User ID and Password. The Supervisor User Ids are 901 for Skillset One, 902 for Skillset Two and so on, up to 950 for Skillset Fif[...]

  • Page 31

    Using Nor tel Networ ks Call Center Rep orting Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 29 2. You will be prompted for the System Manager User ID and Password. If you do not enter th ese corr ectl y the Master Client software will not clo se down. Note : The RDB Server will remain operational even though the u[...]

  • Page 32

    Using Nor tel Networ ks Call Center Rep orting Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 30 Sign Thr ough - ( Syste m Manager leve l only) allows y ou to access eac h of the Skillsets withou t having to Log Out from Sy stem Manage r level and then L o g In aga in using the Skillse t level ID and Password. The S[...]

  • Page 33

    Using Nor tel Networ ks Call Center Rep orting Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 31 H elp H elp T opics - opens the on-line help A bout N ortel Netw orks C all Center R eporti ng… - displays the software version number and copyright information.[...]

  • Page 34

    [...]

  • Page 35

    Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Configuring Nor tel Netw orks Call Center Reporting Intr oduction Nortel N etworks Ca ll Center Reportin g gather s data on events tha t occur within y our Call Cente r system. For meaningful and accurate information to be collated, Nortel Networks Call Center Reporting[...]

  • Page 36

    W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 34 Configur e w indow t abs Company Use this tab to enter details of your company. Your Company Na me will be inc luded in a ny printed reports. Skillset s Select this tab to upload the Skillset information, and to change the default Passwords for access to [...]

  • Page 37

    W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 35 4. Enter the new password in the New Pass word field. The Password must be a 3 digit number between 100 and 999. 5. You must re-enter the Password in the Confirm Password field. 6. Click OK . Lines Select this ta b to upload or view the details of y our C[...]

  • Page 38

    W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 36 A gents Select this tab to upload or view the details of your agents. Note: I n order tha t Nortel Networks Ca ll Center Re porting truly reflec ts the activity or status of the Agen ts it is important tha t the Age nt configuration co rrectly reflects th[...]

  • Page 39

    W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 37 Nortel Networks Call Center Reporting Config Upload Window – Transfer Completed 6. Click OK . Stat Tim e Bin Select this ta b to config u re the time thresholds used in the statistic al analy si s of Answe red and Abandoned Calls. Nortel Networks Call C[...]

  • Page 40

    W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 38 Progra m FilesNor tel Netw orksCa ll Center Repo rting folder, and the Nortel Networks Call Center Reporting software re-installed to allow you to Log In. This would reset the password back to the default value of 900. This will remove all of the confi[...]

  • Page 41

    W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 39 Wallboards Intr oduction With the addition o f Nortel N etworks Ca ll Center Repor ting your Call Center syste m is furthe r enhanced by the facility to tailor Wallboards to your requirements. You may assign multiple Wallboa rds to display information rel[...]

  • Page 42

    W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 40 5. Sel ect P roper ties . 6. A window will open with two tabs labelled Settin gs and Para meters . Wallboard Settings The Wallboard Settings window In Settings , y ou select whether the Wallboa rd will be assig ned to a Skillset or to the Sy stem, the IP [...]

  • Page 43

    W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 41 However, if the PC has been turned off for a period in excess of the I P Address lease time for your network and the IP Address has been allocated to another PC, then it will receive a new IP Address. ! If the IP Address of a physical Wallboard or an ipVi[...]

  • Page 44

    W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 42 The Wallboard Parameter window[...]

  • Page 45

    W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 43 The avail able Pa rameters are: Abbre viation Des cription ID Num ber of I ncoming calls received in the current D ay IH Num ber of I ncoming calls received in the current H ou r AD N umbe r of A band oned calls in the c urr ent D ay AH N umbe r of A band[...]

  • Page 46

    W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 44 Creating a Wallboa rd M essage 1. From the System Manager Main window, click Management-Info . 2. From the drop down menu select Wallboard . The Messa ge tab shows any Messages that have been previously created. 3. Click N ew. 4. Type in the text of your [...]

  • Page 47

    W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 45 Sending W allboard Message s A Messa ge can be s ent manu ally to a W allboar d at an y time. 1. From the Message tab, click and highlight the Message you want to send. 2. Click S end . Note: If the Me ssage is sent f rom the System le vel, then after cli[...]

  • Page 48

    W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 46 6. From the drop down menu option titl ed F unctio n , choose wh ether t he alar m is t o be triggered when the Parameter value is less than or equal to (<=), equal to (=), or greate r than or equ al to ( >=) the v alue ente red in t he Threshold bo[...]

  • Page 49

    W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 47 3. Click N ew. 4. From the drop down menu option titl ed Day, sele ct the day (s) you want to display a Message. 5. In the field titled Time , enter the time of da y you want the message to be sent, using 24-hour format. 6. From the drop down menu option [...]

  • Page 50

    [...]

  • Page 51

    Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Statistical Settings Intr oduction The presen tati on of info rmati on in th e Real Tim e screens, and the an alysis of data col lected by Nortel Networks Call Center Reporting for the management reports, can be tailored at both System Manager and Skillset Supervisor le[...]

  • Page 52

    Statistica l settings Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 50 Real Tim e tab Agent Status Alarm The times input into the first three boxes are used to alert a System manager when an agent has been on an activity longer than required. The alarm condition is shown on the Real Time screens by chan ging the co[...]

  • Page 53

    Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Real Ti me Infor mation Intr oduction Nortel Networks Call Center Reporting provides comprehensive Real Time management information that is constantly updated approximately every 3 seconds. ! Dynamic factors such as network traffic which are beyond the control of Nortel[...]

  • Page 54

    Real T ime inform ation Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 52 System Gr aphical Real Tim e - Line s - provides a view of the status of all of the lines in each of 10 Skillsets. The longe st waiting call duration in each Skillset c all queue is also shown (Old est Call). The 10 Skillsets which are display[...]

  • Page 55

    Real T ime inform ation Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 53 System Grap hical Real Time – Lines Waiting Ti me of the Oldest Ca ll Number of line s with incomi ng calls Num ber of l ines with outgoing call s Number of line s with calls waitin g Number of line s with calls waitin g > alarm Num ber o[...]

  • Page 56

    Real T ime inform ation Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 54 Num ber of ca lls wai ting Number of calls waiting > alarm Num ber of out going ca lls in progres s Num ber of in coming c alls in progress Queue time for the oldest w aiting call The m ode of oper ation (In or Out) System Nume rical Real T[...]

  • Page 57

    Real T ime inform ation Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 55 Skillset leve l - Real Time Screen The information displayed in the Skillse t Re al Time - Chart window includes: Skillset Real Time - Chart Numbe r of li nes o n inco ming call s Num ber of l ines on ou tgoing calls Number of line s with call[...]

  • Page 58

    Real T ime inform ation Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 56 The Skillset Real Time - Status window shows three boxes containing the following informatio n: Traffic Status Tota l number of lines allocate d to the Skillset. Number of incoming calls currently being received on these lines Num ber of out g[...]

  • Page 59

    Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Manage ment R eports Intr oduction Nortel N etworks Ca ll Center Reportin g automatically collects a nd collate s statistical data from the Call Cente r. Fr om this data, Norte l Networks Call Cente r Reportin g produces a comprehen sive range of managemen t report s to[...]

  • Page 60

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 58 occupied on one call, and each Agent has a call allocated to them (of shorter duration than the duration allocated to the Line). If an Agen t transfers a call back into the Skillset this w ill count as a new call for the Skillset. ! Please note, [...]

  • Page 61

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 59 wish to view reports for today, you will find it more convenient to use the Current Reports options. Information from the Daily reports is rolled forwards into the Weekly and Monthly reports on the passing of midnight. If you look at a Weekly or [...]

  • Page 62

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 60 • To view reports for a whole day, click the day required and then click the Daily button. • To view reports for a whole week, click on any day in that week and then click t he Weekly but ton. • To view reports for a whole month, click on a[...]

  • Page 63

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 61 W indow Selecti ng W indow provides a drop down menu with options to change the appearance of the windows or to close active windows. H elp H elp T opics - opens the on-line help A bout N ortel Netw orks C all Center R eporti ng… - Shows versio[...]

  • Page 64

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 62 By default all reports open in numerical format. Some reports are also available in a graphical format, a nd this can be selected by c licking Vi ew and then G raph . Selecti ng N umeri c from the V iew menu option changes the report back to a nu[...]

  • Page 65

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 63 Answer ed Call Report – Nu merica l View (System lev el)[...]

  • Page 66

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 64 A bandone d Call Report The Abandone d Call Re port shows the total number of calls that had abandoned, and the percentage of calls that had abandoned in the time frames configured in the Abandon Time Bins. Only line information is shown, as thes[...]

  • Page 67

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 65 Incoming Call Repor t – Numerica l View (System lev el) The line information includes: Title Description TOTAL IN Total number of incoming Call Cent er calls. INCOMING CALLS - ANS. Number of incoming calls answered. INCOMING CALLS - ABD . Num b[...]

  • Page 68

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 66 The agent information includes: Title Description TOTAL CALLS - ANS Total number of incoming cal ls answered by agents. TOTAL CALLS - OUT. Total num ber of outgoi ng cal ls made by agen ts. ANSWERED CALLS - <T Number of incoming calls answ ere[...]

  • Page 69

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 67 The agent information includes: Title Description LOG IN TI ME Time spent log ged in to the Ca ll Center. INCOMING TIME Time spent on incoming calls. OUTGOING TIME Time spent on outgoing calls. BREAK TIME Tim e spent in post call break time. NOT [...]

  • Page 70

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 68 Title Description WAITING TIME -C ALLS Number of incoming cal ls answe red. WAITING TIME – A VERAGE Ave rage waiting time prior to bei ng answ ered. INCOMING CALL TIME – CALLS Number of incoming calls answered. INCOMING CALL TIME – A VERAGE[...]

  • Page 71

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 69 totalling 2:15. The Entire System shows that for two occasions which total 35 seconds, all of the Line s in Sales and S upport wer e in use at the same time .[...]

  • Page 72

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 70 System Ca pacity Repo rt – Numerica l View (System Le vel) The line information includes: Title Description ALL LINES BUSY - NUMBER Numbe r of i nstanc es when al l line s were in u se on ca lls. ALL LINES BUSY - TO TA L TI ME Tota l time th at[...]

  • Page 73

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 71 Call Profile Repor t The Call Profile Report tracks t he ke y performan ce stat istics of your call cen ter over a p eriod of time. Peaks and t roughs i n traffic l evels an d servi ce offe red can be easil y identi fied. Depend ing upon the time[...]

  • Page 74

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 72 A gent Pr ofile Report The Agent Profile Report is on ly available from the System le vel. It provide s detaile d information on the activity of each individual agen t. Use the Agent Profile Report Range options to specify which agents are requir[...]

  • Page 75

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 73 Summar y Report The obj ective of t he Summary report is to provide, on a single page, a complete summar y of the Call Center activity and performance during the defined period. The period covered by the report can be daily, weekly or monthly. No[...]

  • Page 76

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 74 Summary Report – Numer ical View Pri nting reports Reports may be printed on demand from the Report Manager window. Printouts can also be scheduled to print at certain time on chosen day, every week or month using the Pr int Sche dule option. P[...]

  • Page 77

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 75 The Print Option window 3. Click the Rep ort Type (s ) to be printed. 4. Click the Format required. 5. Click Pri nt . Note: If a Grap hical fo rmat is chosen fo r an y reports t hat are onl y avail able in a numeric al format, the r eport will no[...]

  • Page 78

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 76 The Abandoned Caller ID Report The information displayed includes: Title Description DATE Date the call arriv ed. TIME Time the call arrived. CALLER ID Telephon e num ber of the cal ler wh o abandon ed. LINE NAME Line name the caller was at tempt[...]

  • Page 79

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 77 Printouts ca n also be sc heduled to prin t automatically at time inte rvals from every 30 minutes to once every 24 hours. Refer to the Print Schedule option, which is described in detail later in this chapter. Configur ation Repor t This repo rt[...]

  • Page 80

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 78 The Configuration Report To print the Configuration Report: 1. Click L evel from the System Manager Main window. 2. Click P rint… . Note: The Configuration Report is only available for printing while the report is open on the screen. Print Sche[...]

  • Page 81

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 79 To schedule a print run: 1. Click M anagement-Info on the menu. 2. Click Pri nt S chedule . This will open the Print Sche dule window. Print Schedule window 3. Click Activ ate Print Sch edule on the Daily , Weekly and Monthly tabs as required. 4.[...]

  • Page 82

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 80 7. Click the Abandoned C aller ID tab and sel ect a t ime Interv al for printing the Abandoned Caller ID report. Note that the Abandoned Caller ID report is only available at Skillset level (901 .. 950) 8. Click OK to save the Print Schedule. Not[...]

  • Page 83

    Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide How to Selec t and Impor t Norte l Netw orks Call Center Reporting Sta tistical Data into Microsoft Excel Intr oduction The statistic al informa tion ga thered and reco rded by the Nortel Netw orks Call Center Repor ting application is stored in Microsoft Access databas[...]

  • Page 84

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 82 For exam ple: M0301.mdb The monthly statistical database file for the 3 rd month of 2001. D0301.mdb The daily statistical database file for the 3 rd month of 2001. H0301.mdb The hourly statistical database file for the 3 rd month of 2001. W090301[...]

  • Page 85

    Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 83 The selected Call Center Reporting data should now be visible in your spreadsheet. Note: Although Mic rosoft Query is included w ith Microsoft Of fice, it is no t installed a s a standard part of Microsoft Excel. If you are prompted that Microsof[...]

  • Page 86

    [...]

  • Page 87

    Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Upgrading from version 2.5 G A to 2.5 Feature Pack 1 Intr oduction These instructions outline the procedure required to successfull y upgrade from version 2.5 GA of Nortel N etworks Ca ll Center Reportin g to version 2.5 Feature Pack 1 (known as FP1). • These instruct[...]

  • Page 88

    Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 86 1.0 Clos e Do wn Nort el Net works C all Cen ter Repo rting ver sion 2.5 GA 1. Click on the Exit option in the File menu of the GUI, and then provide the S y stem Manager ID and Password, and click the OK button. 2. Double click on the RDBServer [...]

  • Page 89

    Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Glossa ry of Ter ms Abandon Time Bins A series of six time steps used in the statistical analysis of Abandoned Calls. Norte l Networ ks Call Center Rep orting w ill provide statistic al reports on the percentage of incoming calls abandoned within each of the periods spe[...]

  • Page 90

    Glossar y of Term s Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 88 Networks Call C enter Re porting is connect ed and recei ves t he Real Time data from. The supported Call Center platforms are: the Business Communications Manager 2.5 and the CallPilot 100/150. Call Q ueue When there ar e no A gents Avai lable in[...]

  • Page 91

    Glossar y of Term s Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 89 The Not R ead y Stat e is sh own as Gre y in the R eal Ti me Screens. If an Agent h as been N ot R eady in ex cess of th e Not R eady Durati on Threshold he is displayed in Red. Outgoing State For a Line: The Line is in use on an Outgoing Call. Fo[...]

  • Page 92

    Glossar y of Term s Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 90 The Wai ting Stat e is sho wn as Blue in the Re al Tim e Screens, o r as Red if t he queued call ha s been wait ing in ex cess of the Call Waiti ng Alarm Threshold. Wallboard A device which is used to display information to the Call Center Agents [...]

  • Page 93

    Index Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 91 Index A Abandon Time Bins, 64 Abandoned Call Report, 64 Abandoned Caller ID Report, 75 Abandoned calls, 37, 41, 43, 54, 73, 75, 87 Accessing Current Reports, 58 Adding a Wallboard, 39 Adding lines, 34, 35, 36 Agent Activity Report, 66 Agent Profile Report, 72 A[...]

  • Page 94

    Index Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 92 Hourly repor ts, 59 How this guide is organized, 5 How to use this guide, 5 I Icon, 27, 29, 30, 61 Incoming Call Report, 64 Installation, 5, 25 Installation prerequisites, 11 Installing Wallboard, 39 K Key perfo rmance statistic s, 71 Keycode, 12 L Line configu[...]

  • Page 95

    Index Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 93 Solving problems, 22 Starting, 22, 27 Stat Time Bin, 37, 87 Statistical a verage s, 50 Statistical pe aks, 50 Statistical se t up, 49 Statistics, 7, 8, 12, 29, 37, 49, 50, 57, 60, 71, 73, 87 Status Bar, 30 Summary Report, 50, 62, 73, 74 System Capacity Report, [...]