Avaya CCC Report Manager, Руководство пользователя

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Introduction Report Manager
CCC Report Manager Page 4
User Manual 40DHB0002USBD Issue 1 (06/06/2001)
Report Manager
The Report Manager provides in depth historical reporting on Call Center
activity. In addition to reporting on call information the Report Manager
allows reporting on agent activity enabling human resource management.
The product is supplied with Corporate Document templates which may be
parameterised by the user to create standard ‘management ready’ reports.
With Report Manager, you can:
– Access reports that contain data from the Archiver;
– Organize and print reports;
– Refresh report data;
– Schedule reports to be refreshed, printed, or save reports as HTML
documents on web servers.
Report Manager comprises of two elements - Report Server and Report
Viewer.
Report Server
Report
Scheduler
Archiver
Report Viewer
Report Manager
The Report Server stores Call Records (SMDR’s), along with agent status
information records, into a Microsoft SQL database. Microsoft’s SQL is a
resilient, open, industry standard architecture for data storage. Microsoft’s
SQL incorporates automatic back-up routines and replication ensuring data
is stored reliably. Call records store detailed information about every call
such as time of call arrival, intended recipient, answering agent, Caller ID
etc. In fact, the SMDR record contains up to 37 fields of data per call.
Report Server comprises of two elements – Archiver and Report Scheduler
Report Server allows up to 9 Report Viewers and providing users access to
a central source of data across the network.
Archiver obtains and accumulates the information from the telephone
system via the Delta Server.
Report Scheduler offers scheduled or batch processing of documents. End
users do not communicate directly with Report Scheduler. They
communicate via the repository within the Report Viewer application.
Report Viewer is a software tool to integrate reporting and analysis. It
allows you to schedule Corporate Documents that display accurate, up-to-
date data.
Repository is a centralised set of data structures stored on a database. It enables
the users to share resources in a controlled and secured environment.