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Nortel Networks Call Cent er Reporting Set Up and O peration Guide www .nortelnetw orks.com © 2001 Nortel N etw orks P0919439 I ssue 07 (24) Return to Menu.
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Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Table of contents How to use th is guide........................................................................ 5 Introduction ...........................................
Table of Contents Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 2 H elp.................................................................................................................. 31 Configu ring Nortel Net works Call Center Reportin g .
Table of Contents Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 3 H elp.................................................................................................................. 61 Viewing R eports ...........
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Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide How to use this guide Intr oduction This guide is designed to assist a System Manager in the installation, set up and operation of Nortel N etworks Ca ll Center Reportin g.
Syst em Overview Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 6 Statis tical Se ttings — explains how to tailor th e an alysis of the management infor mation to suit your requirements.
Syst em Overview Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 7 S ys t em O ve r vi e w Intr oduction Nortel Networks Call Center Reporting is a Windows® software a.
Syst em Overview Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 8 Center platform and stores it on the hard disk of the Master Client PC.
Syst em Overview Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 9 Microprocessor speed - 120MHz (dedicated PC), 166MHz (shared PC) RAM - 16Mb (dedicated PC), 32Mb (sha.
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Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Installing Nortel Netw orks Call Center Reporti ng Intr oduction This chap ter describe s installation pre requisite s, .
Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 12 Insta lling Norte l Net w orks Call Center Reporting Ma ster Cl.
Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 13 2. On the Windows taskbar, click Start , point to Se ttings and then c lick Control Panel . The Control Panel window appears.
Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 14 10. The Nortel Net works Conn ects Spl ash Screen a nd the No rtel Netwo rks Call C enter Reporting Welcome screens appear.
Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 15 In order for Multiple Client PCs to have access to the Master C.
Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 16 Sharing the Call Center Reporting Folder 7.
Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 17 Installing Nor tel Networks Call Center Reporting softwa re ont.
Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 18 9. Sev eral pro gress bars appear as the i nstall ation rou tine prep ares it self. Pre sentl y the Nortel N etwork s Call Cen ter Repo rting Cl ient lan guage sel ection d ialo g appears.
Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 19 ! Make sure you have clicked on the Call Center Rep orting Client folder and NOT the Call Center R eporti ng Master folder.
Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 20 The scen arios bel ow assu me you hav e accept ed th e default i nstall ation nam es and l ocation s for Nortel Networks Call Center Reporting.
Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 21 1. Using Windows Explorer, browse to the Call Center Repo rting folder on the Nort el Network s Call Center Rep orting Ma ster PC .
Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 22 Trouble shooting Nor tel Netw orks Call Center Repor ting If th.
Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 23 Networks Call Center Reporting, and re-start Nortel Networks Call Center Reporting once the Call C enter plat form has been re-s tarted.
Installi ng Nortel N etwork s Call Cente r Report ing Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 24 In Windows 2000 the environment variables can be accessed as follows 1. Click Start 2. Point to Settings 3. Click Control Panel 4.
Installi ng Nortel N etwork s Call Cente r Report ing Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 25 Not Read y Grey Availab le Blue Alarm Red Waiting L ight Blue On a very few PCs the default colours do not appear as listed above.
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Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Using Nortel Ne tworks Call Center Re porting Star ting Nortel Netw orks Call Cent er Reporting 1. To start the Nortel Networks Call Center Reporting Master Client, double-click on the Call Center Reporting icon on the desktop of the Master Client PC.
Using Nor tel Networ ks Call Center Rep orting Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 28 activities to only one Skillset ente r a Skillset le vel (also ca lled Superv isor level) User ID and Password.
Using Nor tel Networ ks Call Center Rep orting Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 29 2. You will be prompted for the System Manager User ID and Password. If you do not enter th ese corr ectl y the Master Client software will not clo se down.
Using Nor tel Networ ks Call Center Rep orting Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 30 Sign Thr ough - ( Syste m Manager leve l only) allows y ou to access eac h of the Skillsets withou t having to Log Out from Sy stem Manage r level and then L o g In aga in using the Skillse t level ID and Password.
Using Nor tel Networ ks Call Center Rep orting Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 31 H elp H elp T opics - opens the on-line help A bout N ortel Netw orks C all Center R eporti ng… - displays the software version number and copyright information.
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Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Configuring Nor tel Netw orks Call Center Reporting Intr oduction Nortel N etworks Ca ll Center Reportin g gather s data on events tha t occur within y our Call Cente r system.
W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 34 Configur e w indow t abs Company Use this tab to enter details of your company.
W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 35 4. Enter the new password in the New Pass word field. The Password must be a 3 digit number between 100 and 999. 5. You must re-enter the Password in the Confirm Password field.
W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 36 A gents Select this tab to upload or view the details of your agents.
W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 37 Nortel Networks Call Center Reporting Config Upload Window – Transfer Completed 6. Click OK . Stat Tim e Bin Select this ta b to config u re the time thresholds used in the statistic al analy si s of Answe red and Abandoned Calls.
W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 38 Progra m FilesNor tel Netw orksCa ll Center Repo rting folder, and the Nortel Networks Call Center Reporting software re-installed to allow you to Log In. This would reset the password back to the default value of 900.
W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 39 Wallboards Intr oduction With the addition o f Nortel N etworks Ca ll Center Repor ting your Call Center syste m is furthe r enhanced by the facility to tailor Wallboards to your requirements.
W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 40 5. Sel ect P roper ties . 6. A window will open with two tabs labelled Settin gs and Para meters .
W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 41 However, if the PC has been turned off for a period in excess of the I P Address lease time for your network and the IP Address has been allocated to another PC, then it will receive a new IP Address.
W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 42 The Wallboard Parameter window.
W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 43 The avail able Pa rameters are: Abbre viation Des cription ID Num ber of I ncoming calls received in the .
W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 44 Creating a Wallboa rd M essage 1. From the System Manager Main window, click Management-Info . 2. From the drop down menu select Wallboard . The Messa ge tab shows any Messages that have been previously created.
W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 45 Sending W allboard Message s A Messa ge can be s ent manu ally to a W allboar d at an y time. 1. From the Message tab, click and highlight the Message you want to send.
W allboards Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 46 6. From the drop down menu option titl ed F unctio n , choose wh ether t he alar m is t o be triggered wh.
W allboards Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 47 3. Click N ew. 4. From the drop down menu option titl ed Day, sele ct the day (s) you want to display a Message. 5. In the field titled Time , enter the time of da y you want the message to be sent, using 24-hour format.
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Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Statistical Settings Intr oduction The presen tati on of info rmati on in th e Real Tim e screens, and the an alysis of .
Statistica l settings Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 50 Real Tim e tab Agent Status Alarm The times input into the first three boxes are used to alert a System manager when an agent has been on an activity longer than required.
Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Real Ti me Infor mation Intr oduction Nortel Networks Call Center Reporting provides comprehensive Real Time management information that is constantly updated approximately every 3 seconds.
Real T ime inform ation Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 52 System Gr aphical Real Tim e - Line s - provides a view of the status of all of the lines in each of 10 Skillsets. The longe st waiting call duration in each Skillset c all queue is also shown (Old est Call).
Real T ime inform ation Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 53 System Grap hical Real Time – Lines Waiting Ti me of the Oldest Ca ll Number of line s with.
Real T ime inform ation Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 54 Num ber of ca lls wai ting Number of calls waiting > alarm Num ber of out going ca lls in .
Real T ime inform ation Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 55 Skillset leve l - Real Time Screen The information displayed in the Skillse t Re al Time - Ch.
Real T ime inform ation Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 56 The Skillset Real Time - Status window shows three boxes containing the following informatio n: Traffic Status Tota l number of lines allocate d to the Skillset.
Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Manage ment R eports Intr oduction Nortel N etworks Ca ll Center Reportin g automatically collects a nd collate s statistical data from the Call Cente r.
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 58 occupied on one call, and each Agent has a call allocated to them (of shorter duration than the duration allocated to the Line). If an Agen t transfers a call back into the Skillset this w ill count as a new call for the Skillset.
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 59 wish to view reports for today, you will find it more convenient to use the Current Reports options. Information from the Daily reports is rolled forwards into the Weekly and Monthly reports on the passing of midnight.
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 60 • To view reports for a whole day, click the day required and then click the Daily button. • To view reports for a whole week, click on any day in that week and then click t he Weekly but ton.
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 61 W indow Selecti ng W indow provides a drop down menu with options to change the appearance of the windows or to close active windows.
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 62 By default all reports open in numerical format. Some reports are also available in a graphical format, a nd this can be selected by c licking Vi ew and then G raph .
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 63 Answer ed Call Report – Nu merica l View (System lev el).
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 64 A bandone d Call Report The Abandone d Call Re port shows the total number of calls that had abandoned, and the percentage of calls that had abandoned in the time frames configured in the Abandon Time Bins.
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 65 Incoming Call Repor t – Numerica l View (System lev el) The line information includes: Title Description TOTAL IN Total number of incoming Call Cent er calls.
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 66 The agent information includes: Title Description TOTAL CALLS - ANS Total number of incoming cal ls answered by agents. TOTAL CALLS - OUT. Total num ber of outgoi ng cal ls made by agen ts.
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 67 The agent information includes: Title Description LOG IN TI ME Time spent log ged in to the Ca ll Center. INCOMING TIME Time spent on incoming calls.
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 68 Title Description WAITING TIME -C ALLS Number of incoming cal ls answe red. WAITING TIME – A VERAGE Ave rage waiting time prior to bei ng answ ered.
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 69 totalling 2:15. The Entire System shows that for two occasions which total 35 seconds, all of the Line s in Sales and S upport wer e in use at the same time .
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 70 System Ca pacity Repo rt – Numerica l View (System Le vel) The line information includes: Title Description ALL LINES BUSY - NUMBER Numbe r of i nstanc es when al l line s were in u se on ca lls.
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 71 Call Profile Repor t The Call Profile Report tracks t he ke y performan ce stat istics of your call cen ter over a p eriod of time. Peaks and t roughs i n traffic l evels an d servi ce offe red can be easil y identi fied.
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 72 A gent Pr ofile Report The Agent Profile Report is on ly available from the System le vel. It provide s detaile d information on the activity of each individual agen t.
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 73 Summar y Report The obj ective of t he Summary report is to provide, on a single page, a complete summar y of the Call Center activity and performance during the defined period.
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 74 Summary Report – Numer ical View Pri nting reports Reports may be printed on demand from the Report Manager window. Printouts can also be scheduled to print at certain time on chosen day, every week or month using the Pr int Sche dule option.
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 75 The Print Option window 3. Click the Rep ort Type (s ) to be printed.
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 76 The Abandoned Caller ID Report The information displayed includes: Title Description DATE Date the call arriv ed. TIME Time the call arrived. CALLER ID Telephon e num ber of the cal ler wh o abandon ed.
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 77 Printouts ca n also be sc heduled to prin t automatically at time inte rvals from every 30 minutes to once every 24 hours. Refer to the Print Schedule option, which is described in detail later in this chapter.
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 78 The Configuration Report To print the Configuration Report: 1. Click L evel from the System Manager Main window. 2. Click P rint… . Note: The Configuration Report is only available for printing while the report is open on the screen.
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 79 To schedule a print run: 1. Click M anagement-Info on the menu. 2. Click Pri nt S chedule . This will open the Print Sche dule window. Print Schedule window 3.
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 80 7. Click the Abandoned C aller ID tab and sel ect a t ime Interv al for printing the Abandoned Caller ID report. Note that the Abandoned Caller ID report is only available at Skillset level (901 .
Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide How to Selec t and Impor t Norte l Netw orks Call Center Reporting Sta tistical Data into Microsoft Excel Intr oduction .
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 82 For exam ple: M0301.mdb The monthly statistical database file for the 3 rd month of 2001. D0301.mdb The daily statistical database file for the 3 rd month of 2001.
Managem ent Repor ts Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 83 The selected Call Center Reporting data should now be visible in your spreadsheet. Note: Although Mic rosoft Query is included w ith Microsoft Of fice, it is no t installed a s a standard part of Microsoft Excel.
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Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Upgrading from version 2.5 G A to 2.5 Feature Pack 1 Intr oduction These instructions outline the procedure required to successfull y upgrade from version 2.5 GA of Nortel N etworks Ca ll Center Reportin g to version 2.
Managem ent Repor ts Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 86 1.0 Clos e Do wn Nort el Net works C all Cen ter Repo rting ver sion 2.5 GA 1. Click on the Exit option in the File menu of the GUI, and then provide the S y stem Manager ID and Password, and click the OK button.
Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Glossa ry of Ter ms Abandon Time Bins A series of six time steps used in the statistical analysis of Abandoned Calls.
Glossar y of Term s Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 88 Networks Call C enter Re porting is connect ed and recei ves t he Real Time data from. The supported Call Center platforms are: the Business Communications Manager 2.
Glossar y of Term s Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 89 The Not R ead y Stat e is sh own as Gre y in the R eal Ti me Screens. If an Agent h as been N ot R eady in ex cess of th e Not R eady Durati on Threshold he is displayed in Red.
Glossar y of Term s Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 90 The Wai ting Stat e is sho wn as Blue in the Re al Tim e Screens, o r as Red if t he queued call ha s been wait ing in ex cess of the Call Waiti ng Alarm Threshold.
Index Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 91 Index A Abandon Time Bins, 64 Abandoned Call Report, 64 Abandoned Caller ID Report, 75 Abandoned calls, 37, 41,.
Index Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide Issue 07 92 Hourly repor ts, 59 How this guide is organized, 5 How to use this guide, 5 I Icon, 27, 29, 30, 61 Incoming Cal.
Index Issue 07 Nortel Net work s Call Cente r Report ing Set Up and Op eration Gu ide 93 Solving problems, 22 Starting, 22, 27 Stat Time Bin, 37, 87 Statistical a verage s, 50 Statistical pe aks, 50 S.
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