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Mitel OpenScape Contact Center Reporting (OCCENRESCS)

Brief Description

The participant is able to perform the reporting configuration in Mitel OpenScape Contact Center, to work with performance routing and to understand the report types in Mitel OpenScape Contact Center: Real-time, cumulative, activity, and historical reports, especially to configure and run Mitel OpenScape Contact Center reports, including sending historical reports via e-mail. The course deals with the influence of different time-zones on Mitel OpenScape Contact Center reports, with data retention periods and with user and contact states. Moreover we discuss intensivly to evaluate the peg-count in Mitel OpenScape Contact Center reports, how to reproduce the calculation of performance statistics in Mitel OpenScape Contact Center reports and how to understand the time statistics in Mitel OpenScape Contact Center reports. Additionally, the course explains the basic structure of the Mitel OpenScape Contact Center database, how to establish an ODBC connection with the Contact Center database and how to interpret the data shown in Mitel OpenScape Contact Center reports.

Description

Reporting configuration in Mitel OpenScape Contact Center
Performance routing
Report types in Mitel OpenScape Contact Center: Real-time, cumulative, activity, and historical reports
Configuring and running Mitel OpenScape Contact Center reports, including sending historical reports via e-mail
Multiple time-zones in Mitel OpenScape Contact Center
Data retention periods
User and contact states
Peg-count in Mitel OpenScape Contact Center reports
Performance statistics in Mitel OpenScape Contact Center reports
Time statistics in Mitel OpenScape Contact Center reports
Basic structure of the Mitel OpenScape Contact Center database
Establishing an ODBC connection with the Mitel Contact Center database
Interpreting the data shown in Mitel OpenScape Contact Center reports

Objectives

The participant is able to:
perform the reporting configuration in Mitel OpenScape Contact Center
work with performance routing
understand the report types in Mitel OpenScape Contact Center: Real-time, cumulative, activity, and historical reports
configure and run Mitel OpenScape Contact Center reports, including sending historical reports via e-mail
understand the influence of different time-zones on Mitel OpenScape Contact Center reports
understand and configure data retention periods
understand user and contact states
evaluate the peg-count in Mitel OpenScape Contact Center reports
reproduce the calculation of performance statistics in Mitel OpenScape Contact Center reports
understand the time statistics in Mitel OpenScape Contact Center reports
understand the basic structure of the Mitel OpenScape Contact Center database
establish an ODBC connection with the Mitel Contact Center database
interpret the data shown in Mitel OpenScape Contact Center reports

Prerequisites

Expert knowledge of Mitel OpenScape Contact Center on a configuration an administration level (i.e. no installation knowledge is needed), e.g. from the courses OCCENBASCS and OCCENAVSCS or adequate knowledge from a consulting or administration training.