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Realtime Overview

Getting Started

Chronicall Guide Home
Product Overview
Training

Reports

Reports Overview
List of Standard Reports
Cradle to Grave
Run Report
Schedule Report
How to Import / Export Reports
- How to Export a Report
- How to Import a Report
Manage Call Cost Profiles
Abandoned Calls vs. Missed Calls
Avaya Communication Manager

Custom Reports

Report Styles
Create Report
Editing Reports
Creating Custom Formulas
Advanced Criteria Editor
The Event Sequence Editor
Creating a Custom Report Skin

Custom Report Values

Report Filter Criteria

Recording

Recording Library Overview
Listen To Recordings
Additional Recording Functions
View Active Recordings
Manage Pause Permissions
Manage Recording Rules
How to create a scorecard campaign
How to score a call with scorecards
Configuring Recording Library
Configuring Storage Pools
VRTX Configuration
VRTX Live Listen
Configuration of SFTP for Windows

Realtime Displays

Agent Timeline
Group Timeline
Building a Wallboard
Using Pre-built Wallboards
Realtime Alerts and Triggers
Realtime Count Definitions
Realtime Duration Definitions
Realtime Miscellaneous Definitions

Dashboards

Dashboard Values
Account Codes
- Adding Notes to Calls
Reason Codes
Desktop Presence Tool
Manage Recording Rules

Multimedia

Create a Multimedia Skill
Queue Call Backs
Multimedia Realtime Definitions
Best Practices for Service Restarts for Multimedia Users
Licensed Skills Based Agents
Busy on Held for Agents
How to Configure After Call Work and Missed Call Work
Creating a Language Pack
Multimedia Routing Algorithms

User Management

User Accounts
User Roles
User Licenses
Licensed Realtime Agents
Licensed Dashboard Agents
Licensed Skills Based Agents
Refresh Users and Groups

Administration

System Settings (Avaya IP Office)
Alerts and Triggers
Manage Backups
Creating and Resetting Desktop Password
Refresh Users and Groups
Manage Call Cost Profiles
Changing Standard Report/Realtime Language
How to Add Recently Purchased Chronicall Licenses

VRTX

VRTX Overview
VRTX Configuration
Manage Recording Rules

Installation

Avaya IPO - Server Installation
Avaya IP Office - Server Requirements
Avaya CM - Server Installation
Avaya CM Server Requirements
Cisco - Server Installation
Cisco Server Requirements
Mitel MiVoice Connect (ShoreTel) - Server Installation
Mitel MiVoice Connect Server Requirements
Multimedia Installation Guide - Avaya IPO
Updating Chronicall
Stopping and Starting Chronicall Services
Mitel MiVoice (ShoreTel Connect) ECC Integration
Setting Up Auto Answer for Agents on IP Office

Chronicall Desktop

Chronicall Desktop - Overview
Chronicall Desktop for Windows - Installation / Configuration
Chronicall Desktop for Mac - Installation / Configuration
Emergency Notifications
Agent Chat and File Transfer Tool
Function of Chronicall Browserless
Functions of the Chronicall Desktop

Security

User Permissions
How to Encrypt Recordings
Adding a Certificate to Chronicall for HTTPS
Xima Software GDPR Compliance
Privacy Configuration (GDPR)

Realtime Overview

Modules

Agent Timeline
Group Timeline
Realtime Stats
Alerts and Triggers

Updated over 6 years ago

Table of Contents
- Modules