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Before You Start Conventions

ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 7

Courier Italic Variables in code examples.

Blue Cross references with hyperlinks. Click the blue text to go to the indicated

section. All chapters have a list of section links on the first page.

Note: Table of Contents entries are also links, but they are not shown in blue.

Marking Meaning

1 2 3 4 5 6 7 8 9 10 11 12 ... 62 63

ShoreTel Enterprise Contact 1
Center 8 Supervisor Guide 1
Table of Contents 3
Before You Start 6
Marking Meaning 7
Overview 8
Contact Center Reports 9
Wallboard Director 9
Terminology 9
Overview Terminology 10
Starting Agent Manager 11
Starting Wallboard Director 12
Monitoring Activity 14
Monitoring Customer Calls 15
Monitoring Chat Sessions 16
About Real-Time Reports 17
Using Thresholds 18
Real-Time Report Templates 18
Template Subjects 19
Daily Summary Templates 19
Hourly Summary Template 20
Real-Time Templates 20
Creating Real-Time Reports 21
Saving Real-Time Reports 22
Modifying Real-Time Reports 23
Setting the Refresh Rate 25
Saving a Workspace 25
Analyzing Trends 26
About Historical Reports 27
Predefined Templates 28
Blank Templates 29
Template 31
Launching the Open Window 32
Opening a Predefined Template 33
Customizing a Template 35
Creating a Formula Field 36
Rearranging Data Fields 37
Filtering Fields 37
Sorting Fields 37
Editing Text 38
Modifying Text Font 38
Specifying Text Color 38
Generating a Report 40
Manually Generating a Report 41
Opening a Blank Template 44
Adding Fields to the Template 44
Customizing a Blank Template 45
Filtering Fields in a Report 46
Sorting Fields in a Report 46
Magnifying a Report 46
Printing Reports 46
Exporting Report Data 47
Managing Scheduled Reports 48
Data on Deleted Agents 50
Measuring Email Queue Time 51
Communicating with Agents 52
Message Editor Window 53
 General Parameters 55
 Currently in Queue 55
Changing the Message Colors 57
The Wallboard Window 58
Changing Threshold Colors 59
Scenario Tab 60
Pop-Up Tab 61

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