Avaya NN44400-710 - Manual

Avaya NN44400-710

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Table of Contents:

  • Page 3 – Contents; New in this release
  • Page 4 – Exported displays
  • Page 5 – Contact Center Multimedia reports
  • Page 6 – Statistics configuration
  • Page 7 – Navigation; Contact Types; Other changes
  • Page 9 – Introduction; Prerequisites
  • Page 11 – Performance management fundamentals; Filters
  • Page 12 – Thresholds
  • Page 13 – Network-consolidated displays; Access and partition management; Crystal Reports
  • Page 15 – Filter management; Prerequisites to filter management; Creating a filter in Real-time Reporting; Procedure steps
  • Page 16 – Creating a filter in Historical reporting; Adding skillset elements to a filter
  • Page 17 – Adding application elements to a filter
  • Page 18 – Adding agent elements to a filter
  • Page 19 – Removing elements from a filter; Deleting a filter
  • Page 20 – Applying filters to real-time displays
  • Page 21 – Removing filters from a real-time display
  • Page 23 – Logging on to Real-Time Reporting
  • Page 24 – Creating a private real-time display
  • Page 25 – Making a public copy of a private real-time display
  • Page 26 – Deleting public displays; Applying custom formulas to real-time displays
  • Page 27 – Starting a network summary; Printing a summary chart
  • Page 28 – Printing a real-time display; Deleting a private display
  • Page 29 – Deleting an exported real-time display grid; Viewing the non-staffed skillsets
  • Page 31 – Prerequisites to exported displays; Exporting summary charts
  • Page 32 – Exporting network summary charts
  • Page 33 – Viewing an exported real-time display; Exporting real-time display grids; Changing the file name prefix of exported real-time display grids
  • Page 34 – Changing the path to export a summary chart
  • Page 35 – Printing a real-time display grid
  • Page 37 – Graphical displays; Prerequisites to graphical display management
  • Page 38 – Adding a graphical display
  • Page 39 – Opening a graphical display; Deleting a graphical display
  • Page 40 – Making a public copy of a graphical display
  • Page 41 – Assigning threshold alerts to a nodal real-time display
  • Page 43 – Configuring an agent map
  • Page 44 – Adding agents to an agent map
  • Page 45 – Arranging agents in an agent map using drag and drop; Arranging agents in an agent map automatically
  • Page 46 – Customizing the agent map layout; Resizing an agent map; Changing the header format of icons in an agent map
  • Page 47 – Zooming in or out on an agent map display
  • Page 48 – Activate a display from an agent map; Activate an agent details window from an agent map
  • Page 49 – Configuring a billboard display
  • Page 50 – Configuring a chart display
  • Page 52 – Creating a private collection
  • Page 53 – Creating a private billboard collection
  • Page 54 – Arranging the billboards in a billboard collection
  • Page 55 – Real-time report customization; Prerequisites to real-time reporting customization
  • Page 56 – Creating a Real-time Dashboard display; Adding charts to the Real-time Dashboard
  • Page 57 – Changing chart properties in the Real-time Dashboard display; Removing display charts from the Real-time Dashboard display
  • Page 58 – Saving the real-time display
  • Page 59 – Adding a new column to a real-time display; Customizing display properties
  • Page 60 – Changing the refresh rate of a real-time display; Changing the font size in a real-time display grid
  • Page 61 – Changing the chart type for a site summary; Changing the color settings of a real-time display grid
  • Page 62 – Changing the fill color of a summary chart
  • Page 63 – Changing column names; Changing the column width in a real-time display
  • Page 64 – Rearranging columns in a real-time display; Changing the data collection mode of a real-time display
  • Page 65 – Changing the title of a real-time display grid; Deleting columns from a real-time display
  • Page 66 – Moving the chart contents within the window; Rotating a summary chart
  • Page 67 – Increasing or decreasing the summary chart size; Zooming in on areas of a summary chart
  • Page 69 – Prerequisites to CCMM reports; Creating a CCMM report template for user-created reports
  • Page 70 – Importing a CCMM user-created report
  • Page 73 – Historical Reporting; Prerequisites to Historical Reporting
  • Page 74 – Logging on to Historical Reporting; Applying filters to network consolidated historical reports
  • Page 75 – Defining the selection criteria
  • Page 77 – Opening a public, private, or shared report
  • Page 78 – Running an Ad hoc report
  • Page 79 – Running a parameter report Ad hoc
  • Page 80 – Exporting an Ad hoc report
  • Page 81 – Creating a shared or private report
  • Page 82 – Defining the report output
  • Page 85 – Importing a parameter report
  • Page 86 – Editing a report
  • Page 87 – Printing an ad hoc report
  • Page 88 – Scheduling a report
  • Page 91 – Procedure job aid; Printing a report schedule
  • Page 92 – Activating a scheduled report; Deactivating a scheduled report
  • Page 93 – Selecting the network sites for a network consolidated report
  • Page 94 – Adding the euro symbol to a custom report
  • Page 95 – Running a report from a different time zone; Deleting a report
  • Page 97 – Expert reports
  • Page 98 – Defining a connection to the server; Defining the Sybase DSN
  • Page 101 – Installing the Caché JDBC Driver
  • Page 102 – Running the Database View Definition report
  • Page 104 – Creating a report and connecting to the database (Crystal)
  • Page 105 – Variable definitions; Changing a database alias; Example
  • Page 106 – Setting the page orientation; Creating reports using Microsoft Excel
  • Page 107 – Creating reports using Microsoft Access
  • Page 109 – Saving a report template in Crystal Reports 11
  • Page 110 – Importing a user-created Crystal Report
  • Page 111 – Linking subreport Timestamp fields
  • Page 112 – Adding customized formulas to a report (Crystal)
  • Page 113 – Creating a custom report
  • Page 115 – Prerequisites to statistics configuration
  • Page 116 – Creating custom formulas
  • Page 118 – Example of creating a custom formula; Creating a custom formula
  • Page 119 – Modifying custom formulas; Deleting a custom formula
  • Page 120 – Configuring historical statistics data collection
  • Page 121 – Configuring historical statistics collection on the NCC
  • Page 122 – Configuring real-time statistics collection
  • Page 125 – Report Creation Wizard
  • Page 126 – Starting Report Creation Wizard; Opening an existing report; Creating a simplified report
  • Page 128 – Creating a sample Agent by Skillset Performance report
  • Page 133 – Creating an advanced report
  • Page 135 – Example of creating an advanced Skillset Threshold report
  • Page 138 – Creating an integrated report
  • Page 139 – Saving a report; Previewing a report
  • Page 140 – Importing a report to Historical Reporting
  • Page 143 – Defining configuration settings
  • Page 145 – Defining selection criteria
  • Page 146 – Moving a field
  • Page 147 – Resizing an object; Adding a text field
  • Page 148 – Modifying object properties
  • Page 149 – Suppressing a report section
  • Page 150 – Adding a field to or removing a field from a report
  • Page 151 – Adding a formula to or removing a formula from a report; Sorting the direction of a group, field or formula
  • Page 152 – Sorting the order of a field or formula
  • Page 153 – Editing a Report Creation Wizard report in Historical Reporting; Viewing or modifying the object name in Crystal Reports
  • Page 154 – Customizing the Report Creation Wizard template logo
  • Page 155 – Applying template changes to existing reports
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Avaya Aura™ Contact Center

Performance Management

NN44400-710

Document status: Standard
Document issue: 02.03
Document date: 12 November 2010
Product release: Release 6.0/6.1
Job function: Administration
Type: Technical Publication
Language type: English

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Summary

Page 3 - Contents; New in this release

NN44400-710 Contact Center Performance Management 12 November 2010 3 Contents New in this release 7 Features 7 Contact Types 7 Summarized historical statistics interval 7 Expert consultation 7 Real-time Reporting Dashboard Display 7 Other changes 7 Introduction 9 Performance management fundamentals ...

Page 4 - Exported displays

Contents 4 NN44400-710 Contact Center Performance Management 12 November 2010 Exported displays 31 Exporting summary charts 31 Exporting network summary charts 32 Viewing an exported real-time display 33 Exporting real-time display grids 33 Changing the file name prefix of exported real-time display...

Page 5 - Contact Center Multimedia reports

NN44400-710 Contact Center Performance Management 12 November 2010 5 Contents Changing the column width in a real-time display 63 Rearranging columns in a real-time display 64 Changing the data collection mode of a real-time display 64 Changing the title of a real-time display grid 65 Deleting colum...

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