Nortel Quality Monitoring Manual de usuario

Nortel Quality Monitoring

Graphing and Reporting Guide

Product Release 6.01 Standard 3.0 September 2007

297-2183-953

Nortel Quality Monitoring

Graphing and Reporting Guide

Publication number: 297-2183-953

Product release: 6.01

Document release: Standard 3.0

Date: September 2007

All materials provided herein are the exclusive property of Nortel Networks and its licensors.

Only expressly authorized individuals under obligations of confidentiality are permitted to

review materials in this document. By reviewing these materials, you agree to not disclose

these materials to any third party unless expressly authorized, and to protect the materials

as confidential and trade secret information. Any unauthorized review, retransmission,

dissemination or other use of these materials is strictly prohibited. If you are not authorized

to review these materials, please return these materials (and any copies) from where they

were obtained. All materials found herein are provided "AS IS" and without warranty of any

kind.Information is subject to change without notice.

Nortel Networks reserves the right to make changes in design or components as progress

in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Nortel

Quality Monitoring is proprietary to Nortel Networks. Any other use of the data and the

transmission process is a violation of the user license unless specifically authorized in

writing by Nortel Networks prior to such use. Violations of the license by alternative usage of

any portion of this process or the related hardware constitutes grounds for an immediate

termination of the license and Nortel Networks reserves the right to seek all allowable

remedies for such breach.

Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.

All other trademarks are the property of their respective owners.

Graphing and Reporting Guide iv

Revision history

September 2007 Standard 3.0. Nortel Quality Monitoring Graphing

and Reporting Guide is up-issued for Product

Release 6.01.

March 2007 Standard 2.0. Nortel Quality Monitoring Graphing

and Reporting Guide is released.

November 2006 Standard 1.0. Nortel Quality Monitoring Graphing

and Reporting Guide is released.

July 2006 Nortel Quality Monitoring Graphing and

Reporting Guide reformatted according to Nortel

guidelines.

Graphing and Reporting Guide v

Contents

1Getting Started 7

About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 11

2Graphs and Reports 13

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Agents on a Question graph and report . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Group Detail graph and report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Group Detail (Consolidation) graph and report . . . . . . . . . . . . . . . . . . . . . 22

Group Summary graph and report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Group Summary (Consolidation) graph and report . . . . . . . . . . . . . . . . . . 30

Multi-groups on Each Question graph and report . . . . . . . . . . . . . . . . . . . 32

Multi-groups on Each Section graph and report . . . . . . . . . . . . . . . . . . . . . 35

Trend Over Time graph and report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Activity graph and report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Index 45

Contents Standard 3.0

vi Nortel Quality Monitoring

Graphing and Reporting Guide 7

Chapter 1

Getting Started

In this chapter

About this guide 10

How to get help 11

Software and documentation version numbering 11

Getting Started Standard 3.0

8 Nortel Quality Monitoring

About this guide

The Nortel Quality Monitoring Graphing and Reporting Guide provides

samples and descriptions of the graphs and reports that you can run from the

Graph application.

Intended audience

This document is designed to be used by personnel who carry out analysis of

agent performance.

Additional references

The following guides contain additional information you might find helpful.

Administration Guide

Installation Guide

Server Infrastructure Guide

Evaluations Guide

September 2007 Getting Started

Graphing and Reporting Guide 9

How to get help

This section explains how to get help for Nortel products and services.

Finding the latest updates on the Nortel Web site

The content of this documentation was current at the time the product was

released. To check for updates to the latest documentation for Nortel

Contact Recording and Quality Monitoring, see the Web page for Nortel

Contact Recording and Quality Monitoring documentation, which is located

at http://www.nortel.com/helmsman.

Getting help from the Nortel Web site

The best way to get technical support for Nortel products is the Nortel

Support Web site:

http://www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and

tools to address issues with Nortel products. From this site, you can:

download software and related tools

download technical documents, release notes, and product bulletins

sign up for automatic notification of new software and documentation

search the Support Web site and Nortel Knowledge Base for answers to

technical issues

open and manage technical support cases

Getting help over the phone from a Nortel Solutions Center

If you do not find the information your require on the Nortel Technical

Support Web site, and you have a Nortel support contract, you can also get

help over the phone from a Nortel Solutions Center.

Getting Started Standard 3.0

10 Nortel Quality Monitoring

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the Web site below to obtain the phone

number for your region:

http://www.nortel.com/callus

Getting help from a specialist by using an Express Routing

Code

You can use an Express Routing Code (ERC) to more quickly route your

call to the appropriate support specialist. To locate the ERC for your product

or service, go to:

http://www.nortel.com/erc

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a

distributor or authorized reseller, you can contact the technical support staff

for that distributor or reseller.

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