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NN44400-710 Contact Center Performance Management 12 November 2010 23
Real-time Reporting
The Contact Center Manager Administration (CCMA) Real-Time Reporting displays
provide up-to-date statistics for your contact center and resources. With access to
statistics that update in real time, such as the number of calls waiting to be answered,
the number of agents assigned to each skillset, and the number of abandoned calls, you
can view changes in call activity as they occur.
If you use Avaya and Predictive Outbound Real-time displays from CCMA, an agent’s
status is different for each display.
Prerequisites to real-time reports
• Ensure that you have access to the Real-Time Reporting (RTR) component and
associated access class elements.
Navigation
• Logging on to Real-Time Reporting (page 23)
• Creating a private real-time display (page 24)
• Making a public copy of a private real-time display (page 25)
• Deleting public displays (page 26)
• Applying custom formulas to real-time displays (page 26)
• Starting a network summary (page 27)
• Printing a summary chart (page 27)
• Printing a real-time display (page 28)
• Deleting a private display (page 28)
• Deleting an exported real-time display grid (page 29)
• Viewing the non-staffed skillsets (page 29)
Logging on to Real-Time Reporting
Access Real-Time Reporting, by logging on to RTR.
Prerequisites
• Ensure that you have access to Real-Time Reporting.
Procedure steps
Step Action