Avaya NN44400-710 Manual Do Utilizador

Avaya

NN44400-710 Contact Center Performance Management

12 November 2010

5

Contents

Changing the column width in a real-time display 63

Rearranging columns in a real-time display 64

Changing the data collection mode of a real-time display 64

Changing the title of a real-time display grid 65

Deleting columns from a real-time display 65

Moving the chart contents within the window 66

Rotating a summary chart 66

Increasing or decreasing the summary chart size 67

Zooming in on areas of a summary chart 67

Contact Center Multimedia reports

Creating a CCMM report template for user-created reports 69

Importing a CCMM user-created report 70

Historical Reporting

Logging on to Historical Reporting 74

Applying filters to network consolidated historical reports 74

Defining the selection criteria 75

Opening a public, private, or shared report 77

Running an Ad hoc report 78

Running a parameter report Ad hoc 79

Exporting an Ad hoc report 80

Creating a shared or private report 81

Defining the report output 82

Importing a report 84

Importing a parameter report 85

Editing a report 86

Printing an ad hoc report 87

Scheduling a report 88

Printing a report schedule 91

Activating a scheduled report 92

Deactivating a scheduled report 92

Selecting the network sites for a network consolidated report 93

Adding the euro symbol to a custom report 94

Running a report from a different time zone 95

Deleting a report 95

Expert reports

Defining a connection to the server 98

Defining the Sybase DSN 98

Installing the Caché ODBC driver (CCMS) 99

Defining the Caché ODBC DSN (CCMS) 101

Installing the Caché JDBC Driver 101

Running the Database View Definition report 102

Installing the Caché ODBC driver (CCMM) 102

Defining the DSN (CCMM) 103

Creating a report and connecting to the database (Crystal) 104