Nortel P0919439 - Manual

System Overview Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 8 Center platform and stores it on the hard disk of the Master Client PC. It is this stored information which provides the data for the reports. The RDB Server is the program used to gather and store the event ...

System Overview Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 9 Microprocessor speed - 120MHz (dedicated PC), 166MHz (shared PC) RAM - 16Mb (dedicated PC), 32Mb (shared PC) Hard disk drive space for application - 10Mb Hard disk drive space for data (per year) - 15Mb Windo...

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Installing Nortel Networks Call Center Reporting Introduction This chapter describes installation prerequisites, how to install the Nortel Networks Call Center Reporting Master and Multiple Client software, troubleshooting tip...

Installing Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 12 Installing Nortel Networks Call Center Reporting Master Client software Nortel Networks Call Center Reporting Master Client software automatically creates a folder called \Pr...

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 13 2. On the Windows taskbar, click Start , point to Settings and then click Control Panel . The Control Panel window appears. (If you are using the Windows 2000 operating syste...

Installing Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 14 10. The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center Reporting Welcome screens appear. 11. The Choose Destination Location window appears. 12. C...

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 15 In order for Multiple Client PCs to have access to the Master Client PC, the network must be set up correctly and the Multiple Client PCs must be able to see and access the C...

Installing Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 16 Sharing the Call Center Reporting Folder 7. Click Shared As . Make sure that the name displayed is Call Center with a single space between the word Call and the word Center a...

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 19 ! Make sure you have clicked on the Call Center Reporting Client folder and NOT the Call Center Reporting Master folder. There can only be one PC on your network Configured a...

Installing Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 22 Troubleshooting Nortel Networks Call Center Reporting If the Master Client (including the RDB Server) is closed down and then restarted, Nortel Networks Call Center Reporting...

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 23 Networks Call Center Reporting, and re-start Nortel Networks Call Center Reporting once the Call Center platform has been re-started. If you had selected the Access to Config...

Installing Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 25 Not Ready Grey Available Blue Alarm Red Waiting Light Blue On a very few PCs the default colours do not appear as listed above. To obtain the default colours as listed above,...

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Using Nortel Networks Call Center Reporting Starting Nortel Networks Call Center Reporting 1. To start the Nortel Networks Call Center Reporting Master Client, double-click on the Call Center Reporting icon on the desktop of t...

Using Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 28 activities to only one Skillset enter a Skillset level (also called Supervisor level) User ID and Password. The Supervisor User Ids are 901 for Skillset One, 902 for Skillset Two ...

Using Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 29 2. You will be prompted for the System Manager User ID and Password. If you do not enter these correctly the Master Client software will not close down. Note : The RDB Server will...

Using Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 30 Sign Through - (System Manager level only) allows you to access each of the Skillsets without having to Log Out from System Manager level and then Log In again using the Skillset ...

Using Nortel Networks Call Center Reporting Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 31 Help Help Topics - opens the on-line help About Nortel Networks Call Center Reporting… - displays the software version number and copyright information.

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Configuring Nortel Networks Call Center Reporting Introduction Nortel Networks Call Center Reporting gathers data on events that occur within your Call Center system. For meaningful and accurate information to be collated, Nor...

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 34 Configure window tabs Company Use this tab to enter details of your company. Your Company Name will be included in any printed reports. Skillsets Select this tab to upload the Skillset information, and to change ...

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 35 4. Enter the new password in the New Password field. The Password must be a 3 digit number between 100 and 999. 5. You must re-enter the Password in the Confirm Password field. 6. Click OK . Lines Select this tab...

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 36 Agents Select this tab to upload or view the details of your agents. Note: In order that Nortel Networks Call Center Reporting truly reflects the activity or status of the Agents it is important that the Agent co...

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 37 Nortel Networks Call Center Reporting Config Upload Window – Transfer Completed 6. Click OK . Stat Time Bin Select this tab to configure the time thresholds used in the statistical analysis of Answered and Abando...

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 38 \Program Files\Nortel Networks\Call Center Reporting folder, and the Nortel Networks Call Center Reporting software re-installed to allow you to Log In. This would reset the password back to the default value of ...

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 39 Wallboards Introduction With the addition of Nortel Networks Call Center Reporting your Call Center system is further enhanced by the facility to tailor Wallboards to your requirements. You may assign multiple Wa...

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 40 5. Select Properties . 6. A window will open with two tabs labelled Settings and Parameters . Wallboard Settings The Wallboard Settings window In Settings , you select whether the Wallboard will be assigned to a ...

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 41 However, if the PC has been turned off for a period in excess of the IP Address lease time for your network and the IP Address has been allocated to another PC, then it will receive a new IP Address. ! If the IP ...

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 42 The Wallboard Parameter window

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 43 The available Parameters are: Abbreviation Description ID Number of I ncoming calls received in the current D ay IH Number of I ncoming calls received in the current H our AD Number of A bandoned calls in the cur...

Wallboards Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 45 Sending Wallboard Messages A Message can be sent manually to a Wallboard at any time. 1. From the Message tab, click and highlight the Message you want to send. 2. Click Send . Note: If the Message is sent from t...

Wallboards Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 46 6. From the drop down menu option titled Function , choose whether the alarm is to be triggered when the Parameter value is less than or equal to (<=), equal to (=), or greater than or equal to (>=) the val...

Statistical settings Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 50 Real Time tab Agent Status Alarm The times input into the first three boxes are used to alert a System manager when an agent has been on an activity longer than required. The alarm condition is shown on...

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Real Time Information Introduction Nortel Networks Call Center Reporting provides comprehensive Real Time management information that is constantly updated approximately every 3 seconds. ! Dynamic factors such as network traff...

Real Time information Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 53 System Graphical Real Time – Lines Waiting Time of the Oldest Call Number of lines with incoming calls Number of lines with outgoing calls Number of lines with calls waiting Number of lines with calls ...

Real Time information Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 54 Number of calls waiting Number of calls waiting > alarm Number of outgoing calls in progress Number of incoming calls in progress Queue time for the oldest waiting call The mode of operation (In or ...

Real Time information Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 55 Skillset level - Real Time Screen The information displayed in the Skillset Real Time - Chart window includes: Skillset Real Time - Chart Number of lines on incoming calls Number of lines on outgoing c...

Real Time information Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 56 The Skillset Real Time - Status window shows three boxes containing the following information: Traffic Status Total number of lines allocated to the Skillset. Number of incoming calls currently being r...

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Management Reports Introduction Nortel Networks Call Center Reporting automatically collects and collates statistical data from the Call Center. From this data, Nortel Networks Call Center Reporting produces a comprehensive ra...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 58 occupied on one call, and each Agent has a call allocated to them (of shorter duration than the duration allocated to the Line). If an Agent transfers a call back into the Skillset this will count as a ne...

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 59 wish to view reports for today, you will find it more convenient to use the Current Reports options. Information from the Daily reports is rolled forwards into the Weekly and Monthly reports on the passin...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 60 • To view reports for a whole day, click the day required and then click the Daily button. • To view reports for a whole week, click on any day in that week and then click the Weekly button. • To view rep...

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 61 Window Selecting Window provides a drop down menu with options to change the appearance of the windows or to close active windows. Help Help Topics - opens the on-line help About Nortel Networks Call Cent...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 62 By default all reports open in numerical format. Some reports are also available in a graphical format, and this can be selected by clicking View and then Graph . Selecting Numeric from the View menu opti...

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 63 Answered Call Report – Numerical View (System level)

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 64 Abandoned Call Report The Abandoned Call Report shows the total number of calls that had abandoned, and the percentage of calls that had abandoned in the time frames configured in the Abandon Time Bins. O...

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 65 Incoming Call Report – Numerical View (System level) The line information includes: Title Description TOTAL IN Total number of incoming Call Center calls. INCOMING CALLS - ANS. Number of incoming calls an...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 66 The agent information includes: Title Description TOTAL CALLS - ANS Total number of incoming calls answered by agents. TOTAL CALLS - OUT. Total number of outgoing calls made by agents. ANSWERED CALLS - &l...

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 67 The agent information includes: Title Description LOG IN TIME Time spent logged in to the Call Center. INCOMING TIME Time spent on incoming calls. OUTGOING TIME Time spent on outgoing calls. BREAK TIME Ti...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 68 Title Description WAITING TIME -CALLS Number of incoming calls answered. WAITING TIME – AVERAGE Average waiting time prior to being answered. INCOMING CALL TIME – CALLS Number of incoming calls answered. ...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 70 System Capacity Report – Numerical View (System Level) The line information includes: Title Description ALL LINES BUSY - NUMBER Number of instances when all lines were in use on calls. ALL LINES BUSY - TO...

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 71 Call Profile Report The Call Profile Report tracks the key performance statistics of your call center over a period of time. Peaks and troughs in traffic levels and service offered can be easily identifie...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 72 Agent Profile Report The Agent Profile Report is only available from the System level. It provides detailed information on the activity of each individual agent. Use the Agent Profile Report Range options...

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 73 Summary Report The objective of the Summary report is to provide, on a single page, a complete summary of the Call Center activity and performance during the defined period. The period covered by the repo...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 74 Summary Report – Numerical View Printing reports Reports may be printed on demand from the Report Manager window. Printouts can also be scheduled to print at certain time on chosen day, every week or mont...

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 75 The Print Option window 3. Click the Report Type (s) to be printed. 4. Click the Format required. 5. Click Print . Note: If a Graphical format is chosen for any reports that are only available in a numeri...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 76 The Abandoned Caller ID Report The information displayed includes: Title Description DATE Date the call arrived. TIME Time the call arrived. CALLER ID Telephone number of the caller who abandoned. LINE NA...

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 77 Printouts can also be scheduled to print automatically at time intervals from every 30 minutes to once every 24 hours. Refer to the Print Schedule option, which is described in detail later in this chapte...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 78 The Configuration Report To print the Configuration Report: 1. Click Level from the System Manager Main window. 2. Click Print… . Note: The Configuration Report is only available for printing while the re...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 80 7. Click the Abandoned Caller ID tab and select a time Interval for printing the Abandoned Caller ID report. Note that the Abandoned Caller ID report is only available at Skillset level (901 .. 950) 8. Cl...

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide How to Select and Import Nortel Networks Call Center Reporting Statistical Data into Microsoft Excel Introduction The statistical information gathered and recorded by the Nortel Networks Call Center Reporting application is st...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 82 For example: M0301.mdb The monthly statistical database file for the 3 rd month of 2001. D0301.mdb The daily statistical database file for the 3 rd month of 2001. H0301.mdb The hourly statistical database...

Management Reports Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 83 The selected Call Center Reporting data should now be visible in your spreadsheet. Note: Although Microsoft Query is included with Microsoft Office, it is not installed as a standard part of Microsoft Exc...

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Upgrading from version 2.5 GA to 2.5 Feature Pack 1 Introduction These instructions outline the procedure required to successfully upgrade from version 2.5 GA of Nortel Networks Call Center Reporting to version 2.5 Feature Pac...

Management Reports Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 86 1.0 Close Down Nortel Networks Call Center Reporting version 2.5 GA 1. Click on the Exit option in the File menu of the GUI, and then provide the System Manager ID and Password, and click the OK button. 2...

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide Glossary of Terms Abandon Time Bins A series of six time steps used in the statistical analysis of Abandoned Calls. Nortel Networks Call Center Reporting will provide statistical reports on the percentage of incoming calls aba...

Glossary of Terms Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide 89 The Not Ready State is shown as Grey in the Real Time Screens. If an Agent has been Not Ready in excess of the Not Ready Duration Threshold he is displayed in Red. Outgoing State For a Line: The Line is in...

Glossary of Terms Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07 90 The Waiting State is shown as Blue in the Real Time Screens, or as Red if the queued call has been waiting in excess of the Call Waiting Alarm Threshold. Wallboard A device which is used to display informa...