Nortel Networks Welding System P0919439 User Manual

Table of Contents

Issue 07

Nortel Networks Call Center Reporting Set Up and Operation Guide

3

Help..................................................................................................................61

Viewing Reports....................................................................................................61

Report Types ........................................................................................................62

Answered Call..................................................................................................62

Abandoned Call Report ...................................................................................64

Incoming Call Report .......................................................................................64

Agent Activity Report .......................................................................................66

Average Time Report.......................................................................................67

System Capacity Report..................................................................................68

Call Profile Report............................................................................................71

Agent Profile Report ........................................................................................72

Summary Report..............................................................................................73

Printing reports......................................................................................................74

Abandoned Caller ID Report.................................................................................75

Configuration Report.............................................................................................77

Print Schedule.......................................................................................................78

How to Select and Import Nortel Networks Call Center Reporting
Statistical Data into Microsoft Excel .............................................. 81

Introduction ...........................................................................................................81

Location of the Statistical Database Files.............................................................81

Statistical Database File Naming Conventions.....................................................81

Looking at the Statistical Data with Microsoft Excel .............................................82

Upgrading from version 2.5 GA to 2.5 Feature Pack 1 ................. 85

Introduction ...........................................................................................................85

Upgrade Process ..................................................................................................85

1.0 Close Down Nortel Networks Call Center Reporting version 2.5 GA........86

2.0 Uninstall the Nortel Networks Call Center Reporting version 2.5 GA .......86

3.0 Install Nortel Networks Call Center Reporting version 2.5 FP1 ................86

Glossary of Terms ........................................................................... 87

Index ................................................................................................. 91