El rendimiento y el comportamiento de la arquitectura

RealViewer has several configurable options, including the appearance of the Real- Viewer, that are applied globally to the application.

To configure the application to suit your needs:

1. Select the Options button, or select Options from the main menu ( ). The Configure View screen displays.

2. Complete the following fields in the General tab:

• Only show the titlebar when the mouse is over the window: When this option is checked, the titlebar and toolbar will dis- appear from the main window if the mouse is not positioned over the window.

• Keep the window on top of all other windows: When this

option is checked, RealViewer will always remain on top of all windows, regardless of which window is active. This allows you to always keep in touch with activity on the telephone system, no matter what you are doing on the computer.

• Tile As A Grid: Automatically arranges tiles in an n x n grid when you add a tile or resize the window (see page 47).

• Tile In Columns: Automatically arranges tiles in one row with one column for every tile, similar to an n x 1 grid (see page 47).

• Tile In Rows: Automatically arranges tiles in one column with one row for every tile, similar to a 1 x n grid (see page 48).

• Tile In Best Fit: Automatically arranges and sizes tiles based on the avail- able window space. If subsequent tiles are added, however, the window adjusts to accommodate the new tiles (unless the window is maximized). (see page 48).

NOTE: If this mode is enabled and you manually adjust the size of the window, the window snaps to the next best size that accommodates the displayed tiles. The window, therefore, may not resize accordingly when you use the mouse to modify it.

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3. Select the Account Codes tab. This page allows you to summarize histori- cal calls by the account code. It auto- matically does this for four account codes, enabling you to graph the num- ber of times these account codes were entered. Complete the following fields: • Account Code #1 to #4: Enter each of the four account codes that you want to summarize (one per field). By default, the account codes are set to 666, 777, 888, and 999.

• Account Code Caption #1 to #4: Each account code you are sum- marizing can have a caption,

which is displayed by the tile when viewing this statistic. The caption you enter should uniquely identify the type of summarized account code. By default, the captions are set to “Code 1,” “Code 2,” “Code 3,” and “Code 4.”

NOTE: If you want to summarize more than four account codes, filter by account code instead.

4. Select the Service Levels tab. This page allows you to set levels for sum- marizing ring times and specify a ser- vice level, indicating how quickly calls should be answered (i.e., within 10 seconds or less). Complete the follow- ing fields:

• Answer Times: Use the Duration #1 to #6 fields to set the ring times to summarize. For each ring time, four statistics will be generated: number of calls answered, per- centage of calls answered, num- be r of calls ab an do ne d, an d percentage of calls abandoned.

• Service Level: Use this field to set the time frame within which all calls should be answered. This is used to calculate the% Service Level statistic –

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5. Select the Durations tab. Complete the following fields:

• Call Rate Period: This field is used to calculate how many calls to include in the following Call Rate statistics: Inbound Call Rate, Outbound Call Rate, Abandoned Call Rate, and% Service Level. The Call Rate statistics are the number of a c e r t a i n t y p e o f c a l l t h a t occurred within the last number of minutes. The time period used to evaluate the statistics is set by entering a value for the Call Rate Period, which defaults to half an hour (30 minutes).

• Short Call Level: This field is used to determine which calls are short calls and, therefore, less likely to be business-generating calls. Enter the time period that you want to define as a short call. The default is 20 seconds. • Quick Abandoned Calls: Select Ignore abandoned calls that rang for

less than and then enter the length of time that a call must ring before it is not ignored. For example, if you want to ignore all abandoned calls that rang for less than five seconds, you would enter “5.” This feature allows you to ignore calls that were abandoned very quickly. Normally, an abandoned call will reduce your service level because it is counted as a call that was not answered within the specified time. With this option enabled, calls that rang for less than the Quick Abandoned Time are considered as answered when calculating the service level.

NOTE: No other statistics are altered by this setting. It does not change any answered or abandoned statistics. It only affects the service level statistic.

ALSO: All times on this page can either be entered as “?h?m?s” or as “hh:mm:ss.” Valid examples include “30s” or “00:30” for 30 seconds, “1m 15s” or “01:15” for 1 minute 15 seconds, etc.

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6. Select the Call Control tab. The Call Control page allows you to specify your extension for call control. Once you have selected your extension and have clicked OK, you can handle calls using the StationViewer or tool- bar buttons (see page 69).

NOTE: This page is not displayed unless a StationViewer license is enabled (see step 7).

7. Select the Licensing tab. The Licensing tab allows you to select the license that is used when con-

necting to the Call Center Suite Server. If you select an invalid license, the Server will deny the connection. You have the following options:

• RealViewer Only: Select this option to configure and view RealViewer tiles only. If selected, the StationViewer list is not available.

• StationViewer Only: Select this option to use the StationViewer features, including call control. If selected, the RealViewer tiles are not available. • RealViewer and StationViewer: Select this option to enable both Real-

Viewer tiles and the StationViewer feature.

NOTE: If you change a license from RealViewer Only to one with StationViewer, the Call Control tab does not automatically appear. You must first close the Con- figure View screen to allow the application to update the information for Station- Viewer. The next time you access the Configure View screen, the Call Control tab will be available.

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8. Select the Tiles tab. This page lists all open tiles, allowing you to con- figure and rearrange the tiles. You can also use the various buttons to program tiles, as described below. • Add: Creates a new tile, dis-

playing its property sheet. This has the same affect as clicking the Add Tile button on the tool- bar. See page 45 for details on programming the tile informa- tion.

• Remove: Removes the high- l i g h t e d t i l e . Yo u w i l l b e prompted for a confirmation, as removing the tile cannot be undone.

• Properties: Edits the properties of the highlighted tile. This is equivalent to double-clicking a tile on the Tile Area.

• Rename: Allows you to rename the highlighted tile. Once you have selected this button, you can type the new name over the existing name in the tile list. The changes will take affect immediately.

• Move Up/Down: Moves the highlighted tile up/down in the list. It will also affect the order that RealViewer uses when arranging tiles.

• Remove All: Removes all tiles from the tile area. You will be prompted for a confirmation, as this option cannot be undone.

NOTE: Because the options in the Advanced tab can affect the performance of your computer, do not change them.

REP O R T ER

Reporter

Reporter Basic, Reporter, and Pro are used to run historical reports on call and agent activity information, which is stored within a database on the CTI Server (Server). These reports can be run by specifying various criteria (e.g., reports can be filtered by Caller ID, DID number, trunk line, extension or agent groups, time, date, call cost, etc.). In addition, when Reporter is installed on a computer, Reporter Real-Time, which provides real-time call and agent reporting, is also installed.