Nortel Call Center Set Up And Operation Manual page 6

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Table of Contents
Reports Explained .................................................................................................. 222
Answered Calls Report............................................................................................................... 222
Abandoned Call Report .............................................................................................................. 225
Abandoned Calling Line ID Report ............................................................................................. 227
Help Request Report.................................................................................................................. 230
Call Average Report................................................................................................................... 232
Agent Average Report................................................................................................................ 234
Usage Example for Average Incoming Call Transaction Duration........................................... 235
Usage Example for Average Break Time Duration ................................................................. 235
Agent Profile Report................................................................................................................... 236
Agent Activity Report.................................................................................................................. 238
Agent Audit Report..................................................................................................................... 240
Activity Code Report by Skillset.................................................................................................. 242
Activity Code Report by Agent.................................................................................................... 244
Activity Code Report by Number of Pegs.................................................................................... 245
Summary Report........................................................................................................................ 246
Call Profile Report ...................................................................................................................... 248
Incoming Call Report.................................................................................................................. 250
Unanswered Help Request Report ............................................................................................. 252
Agent Average Report by Agent ................................................................................................. 253
Agent Activity Report by Skillset ................................................................................................. 255
System Configuration Report ..................................................................................................... 257
Upgrading to Reporting for Call Center ................................................................ 258
Introduction ................................................................................................................................ 258
What Do I have to Install? ..................................................................................................... 258
Can the old Master PC be used as the Web Host PC? .......................................................... 258
Why is there No 'Multiple Client' software to install? .............................................................. 258
Do I have to remove the old Nortel Networks Call Center Reporting 2.5, 3.0 or 3.5 software? 258
Can the new software co-reside with the old software?.......................................................... 258
Backing up the MySQL Database .......................................................................... 260
The mysqldump Utility ................................................................................................................ 260
Backing Up the Database...................................................................................................... 260
Restoring from a Backup ....................................................................................................... 260
Troubleshooting Reporting for Call Center .......................................................... 261
Slow Updates on Real Time Screen ........................................................................................... 261
Web Host PC Requires a Host File entry ............................................................................... 261
Anti-Virus Software Slowing Down the File System .................................................................... 261
Cannot Access the Login Page .................................................................................................. 262
Turning off script blocking in Norton Anti-Virus 2001 .............................................................. 262
Turning off script blocking in Norton Anti-Virus 2002 or 2003 ................................................. 263
Reporting for Call Center Setup and Operations Guide Issue 02 (15)