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NN44400-710 Contact Center Performance Management 12 November 2010 3
Contents
New in this release 7
Features 7
Contact Types 7
Summarized historical statistics interval 7
Expert consultation 7
Real-time Reporting Dashboard Display 7
Other changes 7
Introduction 9
Performance management fundamentals 11
11
Filters 11
Thresholds 12
Historical statistics 12
Real-time statistics 12
Network-consolidated displays 13
Nodal displays 13
Access and partition management 13
Crystal Reports 13
Filter management 15
Creating a filter in Real-time Reporting 15
Creating a filter in Historical reporting 16
Adding skillset elements to a filter 16
Adding application elements to a filter 17
Adding agent elements to a filter 18
Removing elements from a filter 19
Deleting a filter 19
Applying filters to real-time displays 20
Applying supervisor-reporting agent combinations to real-time displays 20
Removing filters from a real-time display 21
Real-time Reporting 23
Logging on to Real-Time Reporting 23
Creating a private real-time display 24
Making a public copy of a private real-time display 25
Deleting public displays 26
Applying custom formulas to real-time displays 26
Starting a network summary 27
Printing a summary chart 27
Printing a real-time display 28
Deleting a private display 28
Deleting an exported real-time display grid 29
Viewing the non-staffed skillsets 29