Nortel Contact Center Manager User Manual page 21

August 2007
Contact Center Manager Administration
Contact Center Manager Administration is a browser-based tool for contact
center administrators and supervisors. You can use Contact Center Manager
Administration to manage and configure a contact center and its users, to define
access to data, and to view real-time and historical reports. You can install the
Contact Center Manager Administration component on the same machine as the
Contact Center Manager Server or on a separate networked computer. You can
perform the following functions in Contact Center Manager Administration:
Contact Center Management—Assign agents to supervisors and skillsets
to agents.
Access and Partition Management—Create a Contact Center Manager
administrator, partitions, and access classes for agents and supervisors.
Partitions define which data a user can view and access classes define
which information the user can create, change, or modify.
Configuration—Configure data such as users and skillsets for the contact
center. You can upload information from Microsoft Excel spreadsheets to
Contact Center Manager.
Scripting—Create, modify, and validate contact-routing instructions for
the contact center.
Real-Time Reporting—View the dynamics of contact activity, agent
activity, skillset performance, nodal performance, and application
performance for networked and single-node contact centers.
Historical Reporting—Gather and present information about the past
performance of the contact center.
Report Creation Wizard—Create, maintain, and modify custom reports
with a user-friendly interface.
Emergency Help—View notifications of agent emergencies. Agents can
click an emergency button on the Contact Center Agent Desktop to alert
supervisors of contact emergencies.
Audit Trail—View a record of most actions performed in Contact Center
Manager Administration.
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
Getting started
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