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ShoreTel Enterprise ContactCenter 8 Supervisor GuideNovember 2012

Overview Terminology1ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 10 DNIS — Dialed Number Identification Service. A se

Overview Starting the Supervisor Applications1ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 11Starting the Supervisor Ap

Overview Starting Wallboard Director1ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 12If your server is not listed in the

Overview Starting Wallboard Director1ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 13

CHAPTERShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 142. Monitoring ActivityAgent Manager provides tools, and real-time

Monitoring Activity Monitoring Agent Interaction with Customers2ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 15and agen

Monitoring Activity Monitoring Chat Sessions2ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 16Complete the following step

Monitoring Activity About Real-Time Reports2ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 17The Name you enter is used t

Monitoring Activity Using Thresholds2ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 18Using ThresholdsBy default, Agent M

Monitoring Activity Real-Time Report Templates2ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 19Hourly summary templates

Legal NoticesShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Supervisor Guide 2Document and Software CopyrightsCopyright © 199

Monitoring Activity Real-Time Report Templates2ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 20Hourly Summary TemplateCo

Monitoring Activity Creating Real-Time Reports2ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 21 Group Queued Calls Grap

Monitoring Activity Opening Existing Real-Time Reports2ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 22The window title

Monitoring Activity Modifying Real-Time Reports2ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 233. Use the Save As dialo

Monitoring Activity Removing Entities from Reports2ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 24Removing Entities fro

Monitoring Activity Setting the Refresh Rate2ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 25Setting the Refresh RateThe

CHAPTERShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 263. Analyzing TrendsHistorical reports are used to obtain informat

Analyzing Trends About Historical Reports3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 27Refer to the following section

Analyzing Trends Historical Report Templates3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 28 Agent — If you generate a

Analyzing Trends Historical Report Templates3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 29 RA1.2 Agent Performance R

ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 3About This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Analyzing Trends Historical Report Templates3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 30 3.4 Group Agent by Date

Analyzing Trends Creating a Historical Report Using a Predefined Template3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide

Analyzing Trends Launching the Open Window3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 322. Viewing Only Public and/or

Analyzing Trends Opening a Predefined Template3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 33To filter the list of tem

Analyzing Trends Hints for Using a Relative Monthly Date Range3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 34You can c

Analyzing Trends Customizing a Template3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 35 If you specify a From and To r

Analyzing Trends Creating a Formula Field3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 36Complete the following steps t

Analyzing Trends Rearranging Data Fields3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 377. Specify the Formula Type. Th

Analyzing Trends Editing Text3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 38Complete the following steps to sort field

Analyzing Trends Changing the Visual Frame around Parameters3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 39The Color M

Table of ContentsShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 4Setting the Refresh Rate . . . . . . . . . . . . . . .

Analyzing Trends Saving a Template with a New Name3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 40Saving a Template wit

Analyzing Trends Manually Generating a Report3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 41Manually Generating a Repo

Analyzing Trends Automatically Generating a Report (Scheduling a Report)3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 4

Analyzing Trends Deleting a Predefined Template3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 43 Available Options — De

Analyzing Trends Creating a Historical Report Using a Blank Template3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 44Cre

Analyzing Trends Specifying Blank Template Parameters3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 454. Click Add Colum

Analyzing Trends Filtering Fields in a Report3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 46 Managing Scheduled Repor

Analyzing Trends Automatically Emailing Reports3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 473. If you have not previ

Analyzing Trends Managing Scheduled Reports3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 48Complete the following steps

Analyzing Trends Generating Reports on IVR Applications3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 49Complete the fol

Table of ContentsShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 5Manually Exporting Report Data . . . . . . . . . . . .

Analyzing Trends Understanding Historical Report Results3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 50 Max ACD Talk

Analyzing Trends How Inbound ACD Call Numbers are Calculated3ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 51How Inbound

CHAPTERShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 524. Communicating with AgentsWallboard Director enables you to com

Communicating with Agents Message Editor Window4ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 53The toolbar provides the

Communicating with Agents Message Editor Window4ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 54Each box represents one

Communicating with Agents Adding Parameters to a Message4ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 555. Click Delete

Communicating with Agents Adding Parameters to a Message4ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 56 Avg queue tim

Communicating with Agents Changing the Message Colors4ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 57 RQD agns — Requi

Communicating with Agents The Wallboard Window4ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 58 In the Message Editor,

Communicating with Agents Config Tab4ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 59 Threshold Colors — Thresholds are

ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 6Before You StartThe following sections provide an overview of the book.Ab

Communicating with Agents Scenario Tab4ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 60Scenario TabThe Scenario tab is u

Communicating with Agents Pop-Up Tab4ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 61To change the position of a message

Communicating with Agents Pop-Up Tab4ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 623. In To Date, enter the date when

Communicating with Agents Pop-Up Tab4ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 63 Concatenate to scenario — In this

Before You Start ConventionsShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 7Courier Italic Variables in code examples.Blu

CHAPTERShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 81. OverviewShoreTel Enterprise Contact Center includes three appli

Overview Contact Center Reports1ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 9Contact Center ReportsContact Center Repo