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Nortel Networks Call Center Reporting Set Up and Operation Guide
Issue 07
34
Configure window tabs
Company
Use this tab to enter details of your company. Your Company Name will be included in any
printed reports.
Use this tab to enter details of your company. Your Company Name will be included in any
printed reports.
Skillsets
Select this tab to upload the Skillset information, and to change the default Passwords for access
to the Skillset Level (the Supervisor Password). If no information is uploaded from the Call
Center, the Skillset names will default to Skill01, Skill02and so on to Skill50, and the Passwords
will default to 901, 902 … 950.
Skillset names are truncated to 7 characters when they are Uploaded from the Call Center, so, for
ease of identification, they should be entered into the Call Center in a fashion which makes their
first 7 characters unique.
Select this tab to upload the Skillset information, and to change the default Passwords for access
to the Skillset Level (the Supervisor Password). If no information is uploaded from the Call
Center, the Skillset names will default to Skill01, Skill02and so on to Skill50, and the Passwords
will default to 901, 902 … 950.
Skillset names are truncated to 7 characters when they are Uploaded from the Call Center, so, for
ease of identification, they should be entered into the Call Center in a fashion which makes their
first 7 characters unique.
Uploading the Skillset information from the Call Center platform
1. Click the Skillsets tab.
2. Click the Upload button.
3. The Config Update dialog appears, and the Skillset configuration information is
transferred from the Call Center platform to the Nortel Networks Call Center Reporting
application, and added to the configuration database of the Master Client PC. The name
of the Skillset currently being added to the configuration database is displayed as a means
of tracking the upload progress (see page 36).
application, and added to the configuration database of the Master Client PC. The name
of the Skillset currently being added to the configuration database is displayed as a means
of tracking the upload progress (see page 36).
4. The transfer of information to the Nortel Networks Call Center Reporting is practically
instantaneous. The progress indicator is actually showing the information being written
to the configuration database. During this period the Nortel Networks Call Center
Reporting application is operating as normal; it is still tracking Agent and Line activity
and recording these activities into the statistical database, and doing so using the newly
transferred information.
to the configuration database. During this period the Nortel Networks Call Center
Reporting application is operating as normal; it is still tracking Agent and Line activity
and recording these activities into the statistical database, and doing so using the newly
transferred information.
5. When the upload is completed, the word Finished appears in the Config Update dialog,
and the OK button becomes available (non-greyed out). (See page 58.)
6. Click OK.
Setting the Password for Logging In to a Skillset in Call Center Reporting (Supervisor Password)
1. Click the Skillsets tab.
2. Click the Skillset for which you wish to set the Password.
3. Click Password. The Skillset Password window will open.
2. Click the Skillset for which you wish to set the Password.
3. Click Password. The Skillset Password window will open.