Get Latest Call Center Data Button; Answered Calls Report - Nortel Call Center Set Up And Operation Manual

Get latest Call Center Data Button

This button causes Nortel Networks Reporting for Call Center to request the most recent report
data from the Call Center.
For example, if you have specified that Nortel Networks Reporting for Call Center should poll
the Call Center every 30 minutes for report data, by clicking on the Get Latest Call Center Data
button you ensure that the most recent data is received from the Call Center before the reports
are generated. This means that any Call Center activity which has occurred since the last Report
Data update is included in the reports.
When the reports page is first displayed or whenever the button has been clicked the button is
disabled and a short countdown shows the seconds left until it can be used again. This prevents
repeated, rapid requests being made.

Answered Calls Report

Clicking on the Answered Call Report button presents you with the Answered Calls Report
Skillsets page, shown below.
This page allows you to select the Skillsets you wish to have included in the report, the paper
size to view and print the reports on, and to specify the time period you wish the report to cover.
The time period is specified by providing a From Date and From Time and a To Date and a To
Time.
The From Date specifies the first date you wish to have included in the report. Information from
days before the From Date will not be included in the report. The From Time specifies the time
on the From Date from which you wish to have data included in the report. Information from
times before the From Time on the From Date will not be included in the report.
The To Date specifies the last date you wish to have included in the report. Information from
days after the To Date will not be included in the report. The To Time specifies the time on the
To Date after which data will not be included in the report. Information from times after the To
Time on the To Date will not be included in the report.
Drop down menus allow you to choose dates and time values.
The paper size has to be selected from a drop down list in the Select your paper size field before
generating the report. The two options available are:
• Letter, 8 ½ x 11 in.: the report can be viewed and printed onto letter sized paper.
• A4, 210 x 297 mm: the report can be viewed and printed onto A4 sized paper.
The Answered Calls Report Skillsets page allows you to select which Skillsets you wish to have
included within the report.
• For a discussion of using Skillset Selection lists see page 72.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
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