Mitel OpenScape Contact Center Reporting - OCCENRESCS

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

The participant is able to:

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

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

Expert knowledge of 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.