Nortel Contact Center Manager Release Note page 54

New in this release
New Agent By Skillset and Agent By Application statistics include Calls
Offered, Ring Time, Calls Returned To Queue, Calls Transferred, Calls
Returned To Queue Due Timeout, Calls Conferenced, Dialed Number Out
Internal Talk Time, and Dialed Number Out External Talk Time.
Additional network consolidated views are available for the networked
contact center, similar to the network consolidated Skillset view. The new
views are Application, Agent Performance, Agent By Application, and
Agent By Skillset.
Some of the statistics in existing historical reports require a new
interpretation due to the effect of multimedia pegging. For example, Calls
Answered statistics are updated to include multimedia contacts and are
reinterpreted as Contacts Accepted. Similarly, Talk Time statistics are
reinterpreted as Processing Time. For details about the statistics affected
and their new definitions, see the Historical Reporting and Data
Dictionary.
Note: The labels of these statistics as they appear in the reports and the
reporting open interface database views are not changed for Release 6.0.
Note: The new statistics added to the nodal Agent By Application and Agent By
Skillset and the networked contact center are available in the Report Creation
Wizard.
Contact Center Manager Administration improvements
The following improvements to the Contact Center Manager Administration
work on a Symposium Web Client server 5.0 that is connected to a Release 6.0
Contact Center Manager Server.
Contact Center Manager Administration Web client improvements
General improvements to the Contact Center Manager Administration include
the following.
Toolbar updates
view server time and connection status
access additional NTP titles
54
Standard 4.01
Contact Center