GNAV Pro Quick Reference Guide - NEC Corporation of America

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viii Tables GNAV Pro Quick Reference Guide - Revision 7
1-1 1 Introduction The GNAV Pro Quick Reference Guide provides a brief overview of GNAV Pro and provides step-by-step instructions for the most commonly used procedures. The following topics are included in this chapter: Chapter Topics • About GNAV Pro • How This Guide is Organized • GNAV Pro Online Help About GNAV Pro Global Navigator Pro (GNAV Pro) consists of GNAV Pro, Report Designer, and System Configuration. GNAV Pro connects to the Global Navigator Server. This chapter provides an overview of GNAV Pro. Global Navigator MIS provides customers with the information required to evaluate and tune the performance of a call center. GNAV Pro is a visual interface to the Global Navigator MIS which allows customers to view the incoming call activity on an up-to-the-second basis, as well as the status of the agents. In the real time views, the following information may appear: • Quantity of calls queued to all splits, an individual split or an individual team. • Quantity of announcements to which queued calls have been connected. • Total number of calls presented to the ACD system since the start of the MIS day. • Average time to answer calls since the start of the MIS day. • Longest waiting caller in queue at the current moment. • Percentage and count of callers since the start of the MIS day who abandon the call. • Before connection of an announcement • After connection of an announcement • While receiving ringback tone GNAV Pro Quick Reference Guide - Revision 7
Page 1 and 2: GNAV Pro Quick Reference Guide NEC
Page 3 and 4: i Contents Introduction 1-1 About G
Page 5 and 6: Contents iii Creating Wallboard Mes
Page 7 and 8: v Figures Figure Title Page 2-1 Wel
Page 9: vii Tables Table Title Page 2-1 Har
Page 13 and 14: Introduction 1-3 GNAV Pro Online He
Page 15 and 16: 2-1 2 Requirements and Installation
Page 17 and 18: Requirements and Installation 2-3 F
Page 21 and 22: Requirements and Installation 2-7 A
Page 25 and 26: 3-1 3 Configuring GNAV Pro This cha
Page 27 and 28: Configuring GNAV Pro 3-3 Figure 3-2
Page 29 and 30: 4-1 4 Using GNAV Pro GNAV Pro allow
Page 31 and 32: Using GNAV Pro 4-3 Tree View The Tr
Page 33 and 34: Using GNAV Pro 4-5 Toolbar Icon Act
Page 35 and 36: 5-1 5 User Configuration This chapt
Page 37 and 38: 6-1 6 Real Time Statistics Views Th
Page 39 and 40: Real Time Statistics Views 6-3 Publ
Page 41 and 42: Real Time Statistics Views 6-5 Figu
Page 43 and 44: 7-1 7 Reports This chapter provides
Page 45 and 46: Reports 7-3 Report Sets Reports can
Page 47 and 48: Reports 7-5 Custom Report Sample Fi
Page 49 and 50: Reports 7-7 Creating and Scheduling
Page 51 and 52: 8-1 8 Configuring Wallboards This c
Page 53 and 54: Configuring Wallboards 8-3 Figure 8
Page 55 and 56: Glossary - 1 Glossary ACD Automatic
Page 57 and 58: Glossary - 3 human decision making,
Page 59 and 60: Appendix A - 1 Appendix A Database
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Database Table Layouts Appendix A -
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For additional information or suppo
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