Avaya NN44400-710 Manual Do Utilizador

You must have Real-Time Statistics access to configure these statistics. You can 
configure collection options, the data collection interval, and the minimum refresh rate. 
Two types of real-time statistics are available: network consolidated and nodals.

You can view the network-consolidated displays only if you have the networking feature 
enabled and you have access to a Network Control Center (NCC) server. These 
displays provide an overall, real-time view of contact center activities across a network 
linked by multiple servers in Contact Center Manager Server.

Nodal displays provide a real-time view of contact center activities for a specific contact 
center.

Contact Center Manager Administration includes four main components that help 
administrators control the data that users can access in the contact center. The 
administrator can use these components to tailor access rights to suit every user in the 
contact center. The following four components are available:

•

basic access rights to each component in Contact Center Manager Administration

•

partitions

•

supervisor-reporting agent combinations

•

access classes

The first level of security is the overall right to access the applications within Contact 
Center Manager Administration. When an administrator defines Contact Center 
Manager Administration users in Access and Partition Management, the administrator 
specifies the applications that the user can access. 

The next level of security involves partitions, supervisor-reporting agent combinations, 
and access classes. The administrator can use partitions and supervisor-reporting 
agent combinations to specify the data that Contact Center Manager Administration 
users can view and manage. The administrator can use access classes to control the 
actions that users can perform in the Contact Center Management, Scripting, Historical 
Reporting, Real-Time Reporting, and Configuration components.

You can use Crystal Reports to design and generate reports from a wide range of data 
sources. To generate revenue reports containing currency symbols such as the euro 
symbol, you must modify an existing report template or create a new report template, 
and then import the custom report into Contact Center Manager Administration. You can 
use the Template Importing Wizard to import report templates into Contact Center 
Manager Administration that you create using the Crystal Reports.