Nortel Call Center Set Up And Operation Manual page 84

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Using Reporting for Call Center
Note: Daily Reports print on the day following the day which is being reported on. That is, if
you select a Daily Report Schedule for Monday, it will be printed on Tuesday. This ensures that
the report day has completely elapsed when the reports are generated.
To set a name for your Schedule, type the name in the Schedule Name field. This is to help you
identify, and distinguish between, the different Schedules you create.
The Report Period Start Time and Report Period End Time dictate the period within each day for
which the reports are generated. For example, if your Call Center has a working day that starts at
08:30 and finishes at 17:30, you may wish to specify the Start Time as 08:00 (to see if you have
early calls that you are missing by not having the Call Center open) and 18:00 (to see if there is a
late surge of calls).
To specify which printer the reports will be generated on, select one of the options from the
Select printer drop-down menu. This drop-down menu will list all of the printers which are
accessible from the Web Host PC. (The reports are generated from the databases held in the
Web Host PC.)
Our example User Mary Smith has configured her Daily Schedule as shown below.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)