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Avaya Reporting for Call Center manuály

Uživatelské manuály a uživatelské příručky pro Software Avaya Reporting for Call Center.
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Avaya Reporting for Call Center Uživatelský manuál (255 strany)


Značka: Avaya | Kategorie: Software | Velikost: 7.65 MB |

 

Tabulka s obsahem

© 2004 Nortel Networks

1

P1012912 Issue 02 (05)

1

Table of Contents

3

Table of Figures

7

Change History

11

How to Use This Guide

12

How to Use this Guide3

13

Introduction

14

Administrators and Users

15

Assigned Skillsets

15

SQL Historical Database

16

System Software

16

PC Requirements

16

Introduction 7

17

Installation

18

Introduction 9

19

Installation prerequisites

20

Introduction 11

21

Introduction 15

25

Back button

26

Introduction 17

27

Introduction 21

31

Administration

33

Changing Default Password

34

Administration Menu

35

Administration 27

37

Administration 29

39

Administration 31

41

System Admin Settings

41

User Admin

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Administration 33

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Figure 23 User Admin Page

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Figure 24 Add User Page

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Administration 35

45

Administration 37

47

Figure 26 Edit User Page

47

Reset Password

47

Skillset Assignment

48

Administration 39

49

Administration 41

51

Administration 43

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Figure 32 Logging Menu Page

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Administration 45

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Figure 35 Main Menu Page

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Logging In

57

Time Bins Setup

60

Figure 41 Time Bins Page

63

Print Schedules

64

Daily Schedules

65

Real Time

93

Skillset

95

Call Detail

99

Logged Into SS

103

Agent Alarms

104

Wallboard Setup

107

Parameter Messages

108

Scrolling Messages

108

Alarm Messages

109

Wallboard Assignment Page

111

Figure 74 Add Wallboard Page

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Add Wallboard Page

113

Parameters Button

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Figure 79 Add Message Page

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Figure 83 Add Alarm Page

123

Alarm Periods

125

Schedules

127

Figure 86 Add Schedule Page

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Figure 88 Edit Schedule Page

131

Reports

135

Calls and Call Transactions

136

The available formats are:

139

Using the Reports

141

Reports 133

143

Reports 135

145

Reports 137

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Reports 139

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Reports 141

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Reports 145

155

Reports 147

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Reports 149

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Reports 151

161

Reports 155

165

Reports 157

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Reports 159

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Reports 161

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Reports 163

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Reports 165

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Reports 167

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Reports 169

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Reports 171

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Reports 173

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Figure 131 Summary Report

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Reports 179

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Call Profile Report Table

189

Reports 183

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Reports 189

199

Reports 191

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Reports 195

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Reports Explained

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Abandoned Call Report

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Reports Explained 201

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Agent Capacity Report

213

Help Request Report

215

Call Average Report

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Agent Average Report

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Reports Explained 209

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Agent Profile Report

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Reports Explained 211

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Agent Activity Report

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Agent Audit Report

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Posted, etc

225

Reports Explained 217

227

Reports Explained 219

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Summary Report

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Reports Explained 221

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Call Profile Report

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Reports Explained 223

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Incoming Call Report

234

Reports Explained 225

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Reports Explained 227

237

Cannot Access the Login Page

241

Changing Agent Names

243

Glossary

248

Glossary 241

251

References

252

Index 243

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Index 245

255




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