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Good communication is rewarding
7.2.1
Sound files in use ...................................................................................................... 37
7.2.2
Sound file library....................................................................................................... 37
7.2.3
Record a new sound file ........................................................................................... 38
7.2.4
Sound file category ................................................................................................... 38
7.3 Service variables .............................................................................................................. 39
7.4 Enquiry Registration ........................................................................................................ 39
7.5 KPI alarm.......................................................................................................................... 40
7.5.1
Types of thresholds ................................................................................................... 41
7.5.2
Alarms ...................................................................................................................... 42
7.5.3
Configuring Thresholds ............................................................................................. 42
7.5.4
Recipients ................................................................................................................. 45
7.5.5
Alarm log .................................................................................................................. 46
7.6 Silent Monitoring ............................................................................................................. 46
7.6.1
Request Silent Monitoring ........................................................................................ 47
7.6.2
Silent Monitoring request ......................................................................................... 47
7.7 Queues ............................................................................................................................. 48
7.7.1
Queue display settings ............................................................................................. 49
7.7.2
Queue SLA Settings ................................................................................................... 49
8 Statistics ............................................................................................................................ 51
8.1 Standard reports .............................................................................................................. 51
8.1.1
Defining time period ................................................................................................. 52
8.2 Save and different reports ............................................................................................... 53
8.3 Custom reports ................................................................................................................ 54
8.3.1
How to customize a report ....................................................................................... 54
8.3.2
Customizing columns ................................................................................................ 54
8.3.3
Customizing Row Filters ........................................................................................... 55
Customize Default Parameters ............................................................................................... 55
9 Media Archive.................................................................................................................... 58
9.1 Search .............................................................................................................................. 58
9.1.1
Basic Parameters ...................................................................................................... 58
9.1.2
Advanced parameters .............................................................................................. 60
9.2 Search Results Calls/Recorded Calls ................................................................................ 61
9.2.1
Recording Tab ........................................................................................................... 63
9.2.2
Playback of recordings ............................................................................................. 63
9.3 Search Results Chats ........................................................................................................ 64
9.3.1
General Information Chat......................................................................................... 64
9.3.2
Chat tab .................................................................................................................... 65
10 Contact information .......................................................................................................... 66
April 2014
Connect Control –User guide for administrators
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