User guide

Contact Center Management
39
Contact centers with only one 1103 dataset and one DNIC port on the SX-200 system have a
single VT100 terminal session available on the CyberTerminal Server for viewing real-time
System Activity, Path Summary, Agent Group Summary, and Agent Information ACD Monitor
sessions. In order to view more than one session simultaneously, additional 1103 datasets and
DNIC ports are required.
Figure 4 SX-200 ICP Connectivity
Applications
The Contact Center Management applications provide:
• Historical data management
• Reporting
• Report distribution
• Real-time monitoring
• Forecasting
• Data-collection monitoring
• Database programming
• Services and database administration
Historical data management
Historical data management enables you to analyze when and why past service problems
occurred so that you will know how to react in similar future situations. Historical data
management allows you to measure and demonstrate contact center performance against
service level objectives, and optimize contact center operations.
Reporting
The Reporter and Scheduled Reports applications provide detailed performance statistics.
Reporter is used to produce run-on-demand reports, and Scheduled Reports is used to set up
timetables for generating reports. You can run reports for 15-, 30-, or 60-minute intervals across
any series of days specified, and for over-midnight shifts. These reports are provided in
presentation-quality tables and graphs in a Microsoft Excel spreadsheet.