Changing Agent Names; Figure 193 Norton Anti-Virus Options Dialog - Nortel Call Center Set Up And Operation Manual

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Troubleshooting Reporting for Call Center
3. Click Script Blocking.
4. Clear the Enable Script Blocking check box(recommended).
5. Click OK.
Restart the computer if prompted to do so.

Changing Agent Names

If an Agent changes their name, for example if they marry and take a new surname, or if an
Agent leaves and their Call Center Log In ID is allocated to another person, this will affect the
way in which Reporting for Call Center displays information for the Agent in the reports.
The reports will distinguish between the two identities associated with the single Call Center Log
In ID as follows.
• The Agent Activity Report will list each Agent separately.
• The Agent Audit Report will consider that Call Center Log In ID to be the same person
and will show all activity that the Agent with that ID has performed, irrespective of the
Agent name in the User Admin screens. In effect, for the same period, reporting on the
first Agent name will yield the same information as a report on the second Agent name.
• The Agent Average Report will reference the first Agent name only.
If both Agent names refer to the same person (for example, it is the same person but they have
taken a new surname because they have married), these differences do not matter.
However, if the name change is because of an actual change of personnel, then it is easier to
isolate the activities of the two Agents in the reports if the new Agent is allocated a distinct Call
Center Log In ID, and the old Log In ID is no longer used.
Reporting for Call Center Setup and Operations Guide

Figure 193 Norton Anti-Virus Options Dialog

Issue 02 (15)