Avaya NN44400-710 Manuel D’Utilisation
NN44400-710 Contact Center Performance Management
12 November 2010
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Real-time Reporting
The Contact Center Manager Administration (CCMA) Real-Time Reporting displays
provide up-to-date statistics for your contact center and resources. With access to
statistics that update 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, you
can view changes in call activity as they occur.
provide up-to-date statistics for your contact center and resources. With access to
statistics that update 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, you
can view changes in call activity as they occur.
If you use Avaya and Predictive Outbound Real-time displays from CCMA, an agent’s
status is different for each display.
status is different for each display.
Prerequisites to real-time reports
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Ensure that you have access to the Real-Time Reporting (RTR) component and
associated access class elements.
associated access class elements.
Navigation
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Logging on to Real-Time Reporting
Access Real-Time Reporting, by logging on to RTR.
Prerequisites
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Ensure that you have access to Real-Time Reporting.
Procedure steps
Step
Action