Cisco Systems ICM Software Version 4.5 Instrukcja Użytkownika Strona 8
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viii Contents
entskg09_normalized_agt_state...........................................................195
entsvc01_queue_delay_status............................................................. 196
entsvc02_calls_status........................................................................... 197
entsvc03_effect_of_aban_on_servicelevel........................................... 198
entsvc04_calls_trend_analysis............................................................. 199
entsvc05_calls_offered_half_pie .......................................................... 200
entsvc06_serv_level_monitor_graph.................................................... 201
entsvc07_now_to5_grid........................................................................ 202
entsvc08_gate_realtime_status_grid.................................................... 204
entsvc09_svc_array_now_to5_grid...................................................... 206
entsvc11_calls_analysis_daywise........................................................ 208
entsvc12_calls_analysis_half_hour...................................................... 209
entsvc13_calls_offered_daywise_graph............................................... 211
entsvc14_calls_handled_daywise_graph.............................................212
entsvc15_calls_abandoned_daywise_graph........................................ 213
entsvc16_calls_history_daywise_graph ............................................... 214
entsvc17_calls_offered_half_hour........................................................ 215
entsvc18_gate_half_hourly_status_grid............................................... 216
nettrk01_status_grid ............................................................................. 218
nettrk02_grid_last_half_hour ................................................................219
nettrk12_grid_half_hour........................................................................220
peragt01_agent_status_by_position.....................................................221
peragt02_agent_status_by_skillgroup.................................................. 222
peragt03_logout_status_by_agent .......................................................223
peragt04_daily_agent_activity.............................................................. 224
peragt05_agent_daily_perf...................................................................226
peragt06_daily_agent_detail................................................................. 229
periph01_peripheral_status_report....................................................... 230
periph02_galaxy_software_status........................................................ 231
periph03_galaxy_hardware_status.......................................................232
perskg01_status_#_graph.................................................................... 233
perskg02_status_grid............................................................................234
perskg03_status_%_graph................................................................... 236
perskg04_status_grid_to5 ....................................................................237
perskg05_utilization_graph...................................................................239
perskg06_halfhour_aht_grid................................................................. 240
perskg07_daily_aht_grid....................................................................... 242
perskg08_halfhour_perform_grid.......................................................... 244
perskg09_normalized_agt_state........................................................... 246
perskg10_forecast_agents_status_grid................................................247
persvc01_queue_delay_status.............................................................248
persvc02_calls_status........................................................................... 249
persvc03_effect_of_aban_on_servicelevel .......................................... 250
persvc04_calls_trend_analysis.............................................................251
persvc05_calls_offered_half_pie .......................................................... 252
persvc06_serv_level_monitor_graph....................................................253
persvc07_now_to5_grid........................................................................ 254
persvc08_gate_realtime_status_grid.................................................... 256
persvc09_forecast_aht_offer_grid........................................................ 258
persvc11_calls_analysis_daywise........................................................ 259
- Cisco ICM Software 1
- Supervisor Guide 1
- Contents 3
- Contents v 5
- Contents vii 7
- Contents ix 9
- Contents xi 11
- Audience 13
- Organization 13
- Typographic Conventions 14
- Other Publications 15
- 1. Overview 17
- 1. Overview 19
- Intelligent Call 20
- gathers enterprise call and 21
- 1.1.8. Network ICR 23
- Enterprise Skill Groups 26
- Peripheral Skill Groups 26
- 1.2.4. Service Arrays 28
- 1.2.5. Routes 29
- 34 Overview 34
- 36 Overview 36
- 2. The Admin Workstation 37
- EOTEL Admin Workstation 38
- 2. Admin Workstation 39
- 2.2.3. Monitor-Only AW 40
- 2.3. Monitor ICR Reporting 41
- 2.4.2. Analyzing the Data 45
- 2.5. Web View 47
- 48 The Admin Workstation 48
- 3. Creating a Report 49
- 3.1. The Report Example 50
- 3. Creating a Report 51
- 3.2. Starting Monitor ICR 52
- TRL key as you click 54
- 3.4. Launching the Report 56
- 3.6. Printing the Report 59
- 3.7. Saving the Report 59
- 3.8. Opening the Report 61
- 3.9. Setting Thresholds 61
- AB. (In the real-time 62
- 3.10. Adding Drill-Downs 64
- 3.11. Saving Your Workspace 67
- 4. Reporting Basics 69
- 4.2. Starting Monitor ICR 71
- 4.2.1. Toolbar Options 72
- 4.2.2. On-Line Help 73
- Press F1 74
- 4.2.3. Controller Time 74
- Date and Time 76
- Items 76
- Templates 76
- Category and Scope 76
- 4.3.2. Date and Time 80
- 4.3.3. Items 83
- 4.3.4. Templates 84
- 4.3.5. Launching Templates 85
- 4.4. Working with Reports 86
- 4.4.3. Shuffle Mode 90
- 4.6. Printer Setup 94
- 4.7. Printing Reports 96
- 4.8. Opening Saved Reports 96
- 4.9. File Association 97
- 4.10. Saving Your Workspace 98
- 4.13. Exporting Report Data 101
- 4. Reporting Basics 103
- 4.15. User Information 105
- 5. Setting Thresholds and 107
- Drill-Downs 107
- +). The report window is 108
- 5. Setting Thresholds 109
- 5.2.1. Drill-Down Hierarchy 110
- 5.2.2. Adding Drill-Downs 111
- 5.2.4. Invoking Drill-Downs 113
- See also: 115
- 6. Scheduling Reports 117
- 6.1. ICR Job Scheduler 118
- 6. Scheduling Reports 119
- 7. Available Data 125
- 7.1. Skill Group Data 126
- 7.2. Agent Data 128
- 7. Available Data 129
- 138 Available Data 138
- 140 Available Data 140
- 7.4. Service Data 141
- 7.5. Enterprise Data 145
- 7.6. Trunk Group Data 146
- 7.8. Service Array Data 147
- 7.9. Route Data 148
- 7.10. Peripheral Data 149
- 7.12. Call Type Data 151
- 7.13. Routing Client Data 151
- 7.14. Schedule Import Data 152
- 8. Template Reference 153
- See also: 154
- 8. Template Reference 155
- EOTEL Intelligent 216
- 288 Template Reference 288
- Glossary 289
- EOTEL•Agent Reporting 290
- ALT+SPACEBAR 295
- ALT+HYPHEN 295
- EOTEL•Enterprise Agent 298
- —Symbols— 319
- —Numbers— 319
- 320 Index 320
- Index 321 321
- 322 Index 322
- Index 323 323
- 324 Index 324
- Index 325 325
- 326 Index 326
- Index 327 327
- 328 Index 328
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