Nortel CC MIS Getting Started Manual page 8

Release 5.2
Generating a report ............................................................................................... 9-3
Creating ad-hoc reports ........................................................................................ 9-10
Generating a data export report .......................................................................... 9-11
Customizing Reports ............................................................................................. 9-14
Printing custom reports ....................................................................................... 9-17
Spectrums ............................................................................................................... 9-18
Configuration Control ..........................................................................10-1
Introduction ........................................................................................................... 10-1
Networked CC MIS ............................................................................................... 10-1
Accessing configuration control functions .......................................................... 10-1
Ad hoc Load Management screens ...................................................................... 10-2
Insert Dialog Box ................................................................................................... 10-2
Changing agent position assignments .................................................................. 10-3
Changing agent set parameters ............................................................................ 10-5
Changing queue size parameters of an ACD group ........................................... 10-7
Changing time overflow parameters of an ACD group ..................................... 10-9
Changing the overflow targets for an ACD group ............................................. 10-11
Changing recorded announcements parameters - ACD group ......................... 10-12
CC MIS Getting Started Guide (297-2671-175)
Identifying the format of the report ................................................................... 9-2
Identify the type of report .................................................................................. 9-3
Creating a printed report .................................................................................... 9-3
Creating a data export report ............................................................................. 9-3
Printing reports .................................................................................................. 9-3
Viewing reports at your terminal ....................................................................... 9-3
Requesting the report ......................................................................................... 9-3
Scheduling a report for printing ......................................................................... 9-3
Defining report parameters ................................................................................ 9-4
Fields in the Report Parameter Definition screen .............................................. 9-5
Interval Configuration ....................................................................................... 9-7
Report Status ...................................................................................................... 9-8
Cancelling Pending Reports .............................................................................. 9-8
Cancelling Report Generation ........................................................................... 9-8
Creating a report definition ................................................................................ 9-9
Determining report status .................................................................................. 9-10
Viewing a report at your desktop ....................................................................... 9-10
Viewing the report parameters ........................................................................... 9-10
Viewing another supervisor's report .................................................................. 9-11
Generating an Event Log report ........................................................................ 9-12
Printing a system report ..................................................................................... 9-12
Tabular formats .................................................................................................. 9-14
Field descriptions ............................................................................................... 9-14
Graphic formats ................................................................................................. 9-15
Field descriptions ............................................................................................... 9-15
Listing of standard report formats ..................................................................... 9-19
Screen functionality ........................................................................................... 10-2
Show Changes ................................................................................................... 10-3
Position Assignments screen fields ................................................................... 10-3
Moving an active position to a new group ......................................................... 10-4
Agent Set Parameters screen fields .................................................................... 10-5
Queue Size screen fields .................................................................................... 10-7
Time Overflow screen fields ............................................................................. 10-9
Overflow Targets screen fields .......................................................................... 10-11
CC MIS
CC MIS
Contents
Page viii