Nortel Supervisors Guide

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297-2183-928

Nortel Contact Center ManagerSupervisors GuideProduct release 6.0 Standard 1.0 November 2005

Nortel Contact Center ManagerSupervisors Guide

Publication number: Product release: Document release: Date:

297-2183-928 6.0 Standard 1.0 November 2005

Copyright 2005 Nortel Networks, All Rights Reserved Information is subject to change without notice. Nortel reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager is proprietary to Nortel. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel and thirdparty trademarks.

*Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MSDOS, POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation.

Revision historyNovember 2005

The Standard 1.0 version of the Contact Center Manager Supervisors Guide is released. The content in this book is aligned with Contact Center Manager Administration build 06.00.004.03 SU02, DP_0201, DP_0202.

Supervisors Guide

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Revision history

Standard 1.0

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Nortel Contact Center Manager

Contents1Getting startedOverview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . Whats new . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

1112 13 16 24 25 27 29

2

Starting Contact Center Manager Administration

31

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Access rights in Contact Center Manager Administration . . . . . . . . . . . . . . . 33 Starting Contact Center Manager Administration . . . . . . . . . . . . . . . . . . . . . 40

3

Contact Center ManagementAvailable data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agent types in Contact Center Management . . . . . . . . . . . . . . . . . . . . . . . . . Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Section A: Skillsets Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Calls in queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Other skillset options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Global skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

4546 47 48 49 51 52 55 58 60

Section B: Working in Contact Center Management 61 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Working in supervisor view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Working in agent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Working in skillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Working in assignments view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Working in Network Agent Admin view . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

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Contents

Standard 1.0

4

Real-Time Reporting

105106 109 110 118 134 138 140 150

Using real-time displays to monitor your contact center . . . . . . . . . . . . . . . Available data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview of real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working with real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Subtotals and totals in real-time display grids . . . . . . . . . . . . . . . . . . . . . . . Multipage displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chart displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Graphical displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Section A: Real-time statistics 163 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Types of calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Types of real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Real-time agent status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 Section B: Network-consolidated real-time displays 179 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 Consolidated Agent Position Status Count display . . . . . . . . . . . . . . . . . . . 181 Consolidated Skillset Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182 Consolidated Application Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183 Section C: Agent state tracking 185 Pegging agent state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

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Agent Desktop Display

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About Contact Center Manager Agent Desktop Display . . . . . . . . . . . . . . . 192 Display formats. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193 Real-time statistics column descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

6

Historical Reporting

199200 201 202 211 216

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Available data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working in Historical Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Types of reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using reports to monitor your contact center . . . . . . . . . . . . . . . . . . . . . . . .

Section A: Managing reports 219 Overview of managing reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220 Where reports are stored . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221 Reports and time zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222 Creating user-defined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227viii Nortel Contact Center Manager

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Working with parameter reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247 Copying shared reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249 Other procedures for reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250 Section B: Using reports 251 Overview of using reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252 Confirming a report schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254 Activating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256 Deactivating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257 Previewing and printing ad hoc reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258 Section C: Report Creation Wizard 259 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260 Using Report Creation Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262 Creating a simplified report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264 Creating an advanced report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276 Opening an existing report . . . . . . . . . . . . . . . . . . . . . . . . . . . . .