Avaya NN44400-710 Manuel D’Utilisation

Avaya

NN44400-710 Contact Center Performance Management

12 November 2010

3

Contents

New in this release

Contact Types 7

Summarized historical statistics interval 7

Expert consultation 7

Real-time Reporting Dashboard Display 7

Other changes 7

Introduction

Performance management fundamentals

Historical statistics 12

Real-time statistics 12

Network-consolidated displays 13

Nodal displays 13

Access and partition management 13

Crystal Reports 13

Filter management

Creating a filter in Real-time Reporting 15

Creating a filter in Historical reporting 16

Adding skillset elements to a filter 16

Adding application elements to a filter 17

Adding agent elements to a filter 18

Removing elements from a filter 19

Deleting a filter 19

Applying filters to real-time displays 20

Applying supervisor-reporting agent combinations to real-time displays 20

Removing filters from a real-time display 21

Real-time Reporting

Logging on to Real-Time Reporting 23

Creating a private real-time display 24

Making a public copy of a private real-time display 25

Deleting public displays 26

Applying custom formulas to real-time displays 26

Starting a network summary 27

Printing a summary chart 27

Printing a real-time display 28

Deleting a private display 28

Deleting an exported real-time display grid 29

Viewing the non-staffed skillsets 29