Overview - Nortel Express Call Center User Manual

Working with real-time displays

Overview

Introduction
Real-time displays provide up-to-date statistics for your call center and its
resources. You can use these statistics to determine the effectiveness of your call
center.
The real-time display definition determines the information that each display
shows.
Types of real-time displays
Three types of real-time display are available:
agent
!
skillset
!
call center summary
!
You can have one, two, or all three of these displays open on your desktop at any
time. For each of these displays, you can customize the threshold values.
For a description of the columns in each of these real-time displays, refer to
Appendix A, "Real-time displays."
Client sessions
Each Symposium Express Call Center can have a maximum of 75 active client
sessions. Each real-time display window uses one client session. To use fewer
client sessions, you can choose to view only one or two real-time display
windows at a time. For example, you can choose to view only agent and call
center real-time displays, but not view the skillset real-time display window. For
more information, see "Viewing real-time displays" on page 121.
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Standard 2.0
Symposium Express Call Center