Related Manuals for Avaya 38DHB0002UKFD
Summary of Contents for Avaya 38DHB0002UKFD
- Page 1 Workforce Management Interface Installation/User Manual 38DHB0002UKFD Issue 4 (18/07/2002)
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Page 2: Table Of Contents
General ... 3 Forecasting... 3 Rostering ... 3 Scheduling... 3 Workforce Management Interface ... 4 Installation... 4 Starting the application ... 5 Main Screen... 5 Data Collection ... 7 Index... 8 Workforce Management Interface Installation/User Manual Page 2 38DHB0002UKFD Issue 4 (18/07/2002) -
Page 3: Introduction
This allows them to ensure that quality of service targets can be met using shifts that are workable and conform to the conditions of employment within the contact centre. Workforce Management Interface Installation/User Manual Page 3 38DHB0002UKFD Issue 4 (18/07/2002) -
Page 4: Workforce Management Interface
You need to click on the Ok button and continue. (As DCOM98 has already been installed you do not need to install the version supplied on the installation disk). Management Interface software. Page 4 38DHB0002UKFD Issue 4 (18/07/2002) -
Page 5: Starting The Application
Workforce Management Interface Installation/User Manual click Connect. If your required Delta Server is not listed, then click Advanced. Select one of the search options, and then click Search then select the required Delta Server. 38DHB0002UKFD Issue 4 (18/07/2002) Page 5... - Page 6 GOS – The number of calls answered within the target answer time expressed as a percentage of calls presented. The same as that displayed in the Call Center View. (GOS = Grade of service) Page 6 38DHB0002UKFD Issue 4 (18/07/2002)
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Page 7: Data Collection
1, dn, First I/C Present, Lost, PCA, GOS, Num Call Transactions Ans Avg And Time, Avg Talk Time, Avg Wrap Time (this figure is always zero), Staffing Level. 9 - end of data message Page 7 38DHB0002UKFD Issue 4 (18/07/2002) -
Page 8: Index
Lucent Technologies has been transferred or licensed to Avaya. This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements. Any comments or suggestions regarding this document should be sent to "gsspublishing@avaya.com".
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