Language Support; Administrators And Users; Assigned Skillsets - Nortel Call Center Set Up And Operation Manual

4
Introduction

Language Support

Each Administrator or User of Nortel Networks Reporting for Call Center can specify to view
their Web user interface pages in one of the following 13 languages: North American English,
United Kingdom English, Canadian French, Latin American Spanish, Brazilian Portuguese,
Spanish, Dutch, French, German, Italian, Norwegian, Danish, and Swedish.
Each Administrator or User can also view individual wallboards in any of these languages.

Administrators and Users

The two types of user of Nortel Networks Reporting for Call Center users are Administrators and
Users.
In addition to having access to all of the features of Nortel Networks Reporting for Call Center,
Administrators can specify and change fundamental configuration settings within Nortel
Networks Reporting for Call Center.
For security purposes and to maintain system stability, only Users with Administrator
capabilities can change these fundamental configuration settings . User interactions with Nortel
Networks Reporting for Call Center are limited to using the features that it provides.
Whilst Users cannot modify the core set-up of Nortel Networks Reporting for Call Center, they
can specify and change some personal preferences. Users can also configure any aspects of
Nortel Networks Reporting for Call Center that affect only themselves.
Administrators and Users view different menus when they login.

Assigned Skillsets

Administrators create Users by providing details, such as User Name and language, to Nortel
Networks Reporting for Call Center. The Administrator must then assign Skillsets to Users.
The process of assigning Skillsets defines the Skillsets that each User can view in the Real Time
screens and for which the User can request Historical Reports. Skillsets can be assigned to more
than one User.
Users can choose to view the Real Time screens or Historical Reports for any of the Skillsets
assigned to them, any combination of the allocated Skillsets, or all the assigned Skillsets.
Users, including the Administrator, can save frequently used Selections of Skillsets as Favorites
and assign names to the Favorites. The User can then, with a single mouse click, quickly locate a
Reporting for Call Center Setup and Operations Guide Issue 02 (15)