Manual Do Utilizadoríndice analíticoContents3New in this release7Features7Contact Types7Summarized historical statistics interval7Expert consultation7Real-time Reporting Dashboard Display7Other changes7Introduction9Performance management fundamentals11Filters11Thresholds12Historical statistics12Real-time statistics12Network-consolidated displays13Nodal displays13Access and partition management13Crystal Reports13Filter management15Creating a filter in Real-time Reporting15Creating a filter in Historical reporting16Adding skillset elements to a filter16Adding application elements to a filter17Adding agent elements to a filter18Removing elements from a filter19Deleting a filter19Applying filters to real-time displays20Applying supervisor-reporting agent combinations to real-time displays20Removing filters from a real-time display21Real-time Reporting23Logging on to Real-Time Reporting23Creating a private real-time display24Making a public copy of a private real-time display25Deleting public displays26Applying custom formulas to real-time displays26Starting a network summary27Printing a summary chart27Printing a real-time display28Deleting a private display28Deleting an exported real-time display grid29Viewing the non-staffed skillsets29Exported displays31Exporting summary charts31Exporting network summary charts32Viewing an exported real-time display33Exporting real-time display grids33Changing the file name prefix of exported real-time display grids33Changing the path to export a summary chart34Printing a real-time display grid35Graphical displays37Adding a graphical display38Opening a graphical display39Deleting a graphical display39Making a public copy of a graphical display40Assigning threshold alerts to a nodal real-time display41Configuring an agent map43Adding agents to an agent map44Arranging agents in an agent map using drag and drop45Arranging agents in an agent map automatically45Customizing the agent map layout46Resizing an agent map46Changing the header format of icons in an agent map46Zooming in or out on an agent map display47Activate a display from an agent map48Activate an agent details window from an agent map48Configuring a billboard display49Configuring a chart display50Creating a private collection52Creating a private billboard collection53Creating a public collection or public billboard collection53Arranging the billboards in a billboard collection54Real-time report customization55Creating a Real-time Dashboard display56Adding charts to the Real-time Dashboard56Changing chart properties in the Real-time Dashboard display57Removing display charts from the Real-time Dashboard display57Saving the real-time display58Adding a new column to a real-time display59Customizing display properties59Changing the refresh rate of a real-time display60Changing the font size in a real-time display grid60Changing the chart type for a site summary61Changing the color settings of a real-time display grid61Changing the fill color of a summary chart62Changing column names63Changing the column width in a real-time display63Rearranging columns in a real-time display64Changing the data collection mode of a real-time display64Changing the title of a real-time display grid65Deleting columns from a real-time display65Moving the chart contents within the window66Rotating a summary chart66Increasing or decreasing the summary chart size67Zooming in on areas of a summary chart67Contact Center Multimedia reports69Creating a CCMM report template for user-created reports69Importing a CCMM user-created report70Historical Reporting73Logging on to Historical Reporting74Applying filters to network consolidated historical reports74Defining the selection criteria75Opening a public, private, or shared report77Running an Ad hoc report78Running a parameter report Ad hoc79Exporting an Ad hoc report80Creating a shared or private report81Defining the report output82Importing a report84Importing a parameter report85Editing a report86Printing an ad hoc report87Scheduling a report88Printing a report schedule91Activating a scheduled report92Deactivating a scheduled report92Selecting the network sites for a network consolidated report93Adding the euro symbol to a custom report94Running a report from a different time zone95Deleting a report95Expert reports97Defining a connection to the server98Defining the Sybase DSN98Installing the Caché ODBC driver (CCMS)99Defining the Caché ODBC DSN (CCMS)101Installing the Caché JDBC Driver101Running the Database View Definition report102Installing the Caché ODBC driver (CCMM)102Defining the DSN (CCMM)103Creating a report and connecting to the database (Crystal)104Changing a database alias105Setting the page orientation106Creating reports using Microsoft Excel106Creating reports using Microsoft Access107Saving a report template in Crystal Reports 11109Importing a user-created Crystal Report110Linking subreport Timestamp fields111Adding customized formulas to a report (Crystal)112Creating a custom report113Statistics configuration115Creating custom formulas116Modifying custom formulas119Deleting a custom formula119Configuring historical statistics data collection120Configuring historical statistics collection on the NCC121Configuring real-time statistics collection122Report Creation Wizard125Starting Report Creation Wizard126Opening an existing report126Creating a simplified report126Creating an advanced report133Creating an integrated report138Saving a report139Previewing a report139Importing a report to Historical Reporting140Defining configuration settings143Defining selection criteria145Moving a field146Resizing an object147Adding a text field147Modifying object properties148Suppressing a report section149Adding a field to or removing a field from a report150Adding a formula to or removing a formula from a report151Sorting the direction of a group, field or formula151Sorting the order of a field or formula152Editing a Report Creation Wizard report in Historical Reporting153Viewing or modifying the object name in Crystal Reports153Customizing the Report Creation Wizard template logo154Applying template changes to existing reports155Tamanho: 2 MBPáginas: 155Language: EnglishAbrir o manual