The following system administration tasks must be done before you can fully use the real-time and historical report subsystems. For more detailed information about these high-level prerequisite tasks, see Administering Avaya Call Management System.
Procedure
Set up the Dictionary subsystem.
Enter names for split/skill, trunk group, agent group, ACD, call work code, VDN, and vector reports. If names are not assigned in the Dictionary subsystem, numbers are displayed by default.
Set up the Call Center Administration subsystem.
To get Split/Skill Call Profile or VDN Call Profile reports, define your acceptable service level and service level increments for the splits/skills and VDNs in the Split/Skill Call Profile Setup and VDN Call Profile Setup window in the Call Center Administration subsystem.
To get an Agent Trace report, start collecting agent trace data.
Verify user permissions.
For a report to display data, you must have read permission for the split/skill, trunk group, ACD, vector, or VDN. For example, if you have read permission for Splits 1, 2, and 4, and try to run a report on Splits 1, 4, and 5, you receive data for Splits 1 and 4 but not for Split 5, because you do not have read permissions for that split.
Complete the system setup.
You must specify how much data to save for later use by historical reports.
