Avaya Aura NN44400-710 - Manual (Page 13)

NN44400-710 Contact Center Performance Management 12 November 2010 13
Performance management fundamentals
You must have Real-Time Statistics access to configure these statistics. You can
configure collection options, the data collection interval, and the minimum refresh rate.
Two types of real-time statistics are available: network consolidated and nodals.
Network-consolidated displays
You can view the network-consolidated displays only if you have the networking feature
enabled and you have access to a Network Control Center (NCC) server. These
displays provide an overall, real-time view of contact center activities across a network
linked by multiple servers in Contact Center Manager Server.
Nodal displays
Nodal displays provide a real-time view of contact center activities for a specific contact
center.
Access and partition management
Contact Center Manager Administration includes four main components that help
administrators control the data that users can access in the contact center. The
administrator can use these components to tailor access rights to suit every user in the
contact center. The following four components are available:
• basic access rights to each component in Contact Center Manager Administration
• partitions
• supervisor-reporting agent combinations
• access classes
The first level of security is the overall right to access the applications within Contact
Center Manager Administration. When an administrator defines Contact Center
Manager Administration users in Access and Partition Management, the administrator
specifies the applications that the user can access.
The next level of security involves partitions, supervisor-reporting agent combinations,
and access classes. The administrator can use partitions and supervisor-reporting
agent combinations to specify the data that Contact Center Manager Administration
users can view and manage. The administrator can use access classes to control the
actions that users can perform in the Contact Center Management, Scripting, Historical
Reporting, Real-Time Reporting, and Configuration components.
Crystal Reports
You can use Crystal Reports to design and generate reports from a wide range of data
sources. To generate revenue reports containing currency symbols such as the euro
symbol, you must modify an existing report template or create a new report template,
and then import the custom report into Contact Center Manager Administration. You can
use the Template Importing Wizard to import report templates into Contact Center
Manager Administration that you create using the Crystal Reports.