Avaya NN44400-710 Manuel D’Utilisation

With the filters feature you select the sites and site resources to include in a network 
consolidated report, for example, the Network Consolidated Skillset Performance 
Report. After you create a filter, you can include the filters whenever you generate a 
report. You can create multiple filters, by selecting different sets of sites and resources 
for reporting.

You can also run filters from Historical Reporting in Contact Center Manager 
Administration.

You can assign threshold alerts to real-time and graphical displays. Assign colors to 
threshold settings to highlight text when a threshold level is exceeded.

You can define threshold values for system activity. These values result in three 
operational levels:

•

Below level 1: Based on the statistic type. The level can indicate normal contact 
center operation and no action required (that is, the lower the number of calls 
waiting, the better), or it can signify an alert situation that requires attention.

•

Greater than or equal to level 1 and less than or equal to level 2: This level can 
indicate a required action to prevent contact center performance from moving 
beyond acceptable operating levels. 

•

Above level 2: Based on the statistic type, this level can mean normal contact center 
operation and no action required (that is, the higher the service level percentage, the 
better), or it can signify an alert situation that requires attention.

Use the Historical Reporting component to generate reports detailing the past 
performance of a contact center. In the Historical Reporting window, you can select the 
server in Contact Center Manager Server from which you want to run and schedule 
performance, configuration, and network reports (if you work in a networked 
environment). These reports can help you to monitor system performance by providing 
information about system activity.

You must have Historical Statistics access to configure the Historical statistics. You can 
configure historical statistics collection options, such as the values for general system 
parameters, the types of call flow, agent, and IVR historical statistics to be collected, and 
the applications for which call-by-call data collects.

The Contact Center Manager Administration Real-Time Reporting displays provide 
up-to-date statistics for your contact center and resources. You can view changes in call 
activity in real time, such as the number of calls waiting to be answered, the number of 
agents assigned to each skillset, and the number of abandoned calls.