Nortel Contact Center Manager Release Note page 21

July 2007
Scripting—Create, modify, and validate contact routing instructions for the
contact center.
Real-Time Reporting—Display real-time skillset reports, include or
exclude non-staffed skillsets, select filters for real-time displays, and
configure colors for both networked and single-node contact centers.
Historical Reporting—View and print historical report schedules, modify
report templates on a network drive, and print access and partition
management information.
Report Creation Wizard—Create, maintain, and modify customized
reports through a user-friendly interface. You can view real-time reports on
a per-skillset basis (if outbound skillsets are defined) and standard
historical outbound reports through Contact Center Manager
Administration. You can use the Report Creation Wizard to generate
custom outbound reports. For more information, see the Contact Center
Manager Supervisor's Guide.
Emergency Help—View notifications of agent emergencies. Agents can
click an Emergency button on the Contact Center Agent Desktop to alert
supervisors of contact emergencies.
Audit Trail—View a record of all actions performed in the Contact Center
Manager Administration configuration.
Outbound—Configure outbound campaigns if the Multimedia/Outbound
server software is installed. For more information about the Multimedia/
Outbound server, see "Contact Center Multimedia" on page 23.
Agent Desktop Display
The Agent Desktop Display application is a separate application that can run
along with the Agent Desktop application to provide real-time skillset
monitoring on agent desktops.
What's New in Release 6.0
About Contact Center 6.0
21