Nortel Express Call Center Manuals

Manuals and User Guides for Nortel Express Call Center. We have 3 Nortel Express Call Center manuals available for free PDF download: User Manual, Installation Manual, Troubleshooting Manual

Nortel Express Call Center User Manual (638 pages)

Product release 4.2

Brand: Nortel | Category: Software | Size: 5.08 MB

Publication History
5
Table of Contents
7
Getting Started
13
Introduction
14
Optional Features
15
Overview of Reports and Displays
16
Skills You Need
17
Logging on to the System
19
Working with Reports
21
Overview
22
Where Reports Are Stored
25
Export Formats
26
Section A: Creating User-Defined Reports
29
Overview of User-Defined Reports
30
Creating User-Defined Reports
32
Section B: Creating User-Created Reports
41
Overview of User-Created Reports
42
Running the Database View Definitions Report
44
Defining a Connection to the Server
45
Creating a New Report in Crystal Reports
54
Using Database Aliases in Crystal Reports
62
Creating a New Report in Another Application
64
Importing a Report Created in Crystal Reports
66
Adding Customized Formulas in Crystal Reports
69
Section C: Managing Reports
71
Changing Properties of Reports
72
Before You Begin
73
Changing the Site Name
82
Starting the Report Listener
84
Configuring a Default Printer
86
Other Procedures for Reports
87
Section D: Using Reports
89
Overview of Using Reports
90
Activating Reports
91
Deactivating Reports
93
Previewing and Printing Standard and Ad Hoc Reports
94
Printing the Configuration Report
98
Frequently Asked Questions
101
Pegging Questions
102
General Questions
107
Questions about Reporting
108
Questions about Custom Reports
111
Working with Real-Time Displays
113
Overview
114
Refresh Rate
115
Viewing Mode
115
Customizing Real-Time Displays
117
Viewing Real-Time Displays
121
Standard Reports
125
Overview
126
Report Templates
127
Section A: Activity Code Reports
133
Overview
134
Activity Code by Agent
137
Activity Code by Application
140
Not Ready Reason Codes by Agent
143
Section B: Agent Reports
147
Agent Average Calls Per Hour
148
Agent Average Calls Per Hour, Bottom 5
151
Agent Average Calls Per Hour, Top 5
152
Agent by Activity Code
153
Agent by Application Performance
156
Agent by Skillset Performance
159
Agent DN Performance
162
Agent DN Performance Calls Answered, Bottom 5
166
Agent DN Performance Calls Answered, Top 5
168
Agent Login/Logout
170
Agent Network/Nacd Activity
173
Agent Performance
176
Agent Performance by Supervisor
180
Agent Performance Calls Answered, Bottom 5
185
Agent Performance Calls Answered, Top 5
190
Agent Short Calls
191
Agent Transferred/Conferenced Activity
195
Estimated Revenue Per Agent
199
Section C: Application Reports
203
Application by Activity Code
204
Application by Skillset
207
Application Call Treatment
210
Application Delay before Abandon
217
Application Delay before Answer
220
Application Performance
223
Crosstab - Application Performance
226
Section D: Configuration Reports
229
Configuration Report
230
Activity Code Properties
235
Agent by Supervisor Properties
237
Agent Properties
239
Agent Skillset Properties
243
Application Script Properties
246
Application Template Properties
248
CDN Properties
250
Field Descriptions
251
Database View Definitions
253
DNIS Properties
256
Formula Properties
259
Historical and Real Time Statistics Properties
261
IVR Queue and Port Properties
266
Logged in Agent Position ID
269
Real Time Template Properties
271
Route Properties
274
Script Variable by Script
277
Script Variable Properties
279
Skillset Properties
282
Supervisor Properties
285
Telephone Display Properties
288
User Access Privilege
290
Section E: IVR Reports
293
IVR Port First Login/Last Logout
294
IVR Port Statistics
296
IVR Queue Statistics
299
Section F: Resource Reports
303
CDN Statistics
304
Crosstab - CDN Statistics
307
Crosstab - DNIS Statistics
310
Crosstab - Route Performance
313
Crosstab - Trunk Performance
316
DNIS Statistics
319
Music/Ran Route Statistics
323
Route Performance
326
Trunk Performance
329
Section G: Skillset Reports
333
Crosstab - Skillset Performance
334
Skillset by Application
337
Skillset Performance
340
Real-Time Displays
343
Overview
344
Agent Real-Time Display
345
Call Center Summary Real-Time Display
347
Skillset Real-Time Display
348
Data Dictionary
351
Overview
352
Event Statistics
354
Types of Calls
355
Section A: Summarized Historical Statistics
357
Overview of Summarized Historical Statistics
358
Types of Views
360
Weekly Views
361
Linking Views
363
Types of Calls
368
Activitycodestat Views
371
Agentbyapplicationstat Views
376
Agentbyskillsetstat Views
381
Agentperformancestat Views
387
Applicationstat Views
408
Cdnstat Views
423
Dnisstat Views
427
Ivrportstat Views
434
Ivrstat Views
439
Ranmusicroutestat Views
444
Routestat Views
447
Sccsdbspace Views
451
Skillsetstat Views
453
Trunkstat Views
460
Section B: Event Statistics
465
Overview of Event Statistics
466
Eagentloginstat View
467
Ecallbycallstat Views
470
Eivrportloginstat View
479
Section C: Configuration Views
481
Overview of Configuration Views
483
Accessrights View
484
Activitycode View
488
Agent View
489
Application View
494
Applicationbyscript View
496
Applicationthresholdtemplate View
499
CDN View
501
Codetomessage View
503
DNIS View
504
Dnisthresholdtemplate View
506
Formula View
507
Historicalstatcollection View
509
Historicalstatduration View
513
Historicalstatstorage View
515
Ivrport View
517
Ivrqueue View
519
Ivrthresholdtemplate View
521
Phonesetdisplay View
523
Realtimecolumn View
524
Realtimestatcollection View
526
Realtimetemplate View
529
Route View
531
Routethresholdtemplate View
533
Scheduledskillsetassignment View
535
Scheduledsupervisorassignment View
538
Script View
541
Scriptvariableproperties View
543
Scriptvariables View
545
Skillset View
547
Skillsetbyagent View
550
Skillsetbyassignment View
552
Skillsetthresholdtemplate View
555
Summarythresholdtemplate View
557
Supervisor View
559
Supervisoragentassignment View
562
Supervisorbyassignment View
564
Switchport View
567
Usertemplate View
569
Userthresholdtemplate View
571
Views View
573
Agent State Tracking
575
Overview
576
Pegging of Agent State
577
Real-Time Status
581
Entity Relationship Diagrams
585
Overview of Entity Relationships
586
IDEF1X Notation Conventions
587
Statistics Entity Relationships
593
Ivr Statistics
598
Trunk Statistics
600
Symposium Database Entity Relationships
601
Glossary
605
Call Priority
607
Dialed Number Identification Service
608
Interactive Voice Response
610
Meridian Link Services
611
Service Level Threshold
614
Index
617
Chapter
635

Nortel Express Call Center Installation Manual (48 pages)

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Brand: Nortel | Category: Software | Size: 0.42 MB

Nortel Express Call Center Troubleshooting Manual (36 pages)

Voice Services on Media Card

Brand: Nortel | Category: Software | Size: 0.28 MB

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