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Realtime Overview

Getting Started

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
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
View Active Recordings
Manage Recording Rules
Manage Pause Permissions
How to create a scorecard campaign
How to score a call with scorecards

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
Manage Pause Permissions

User Management

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

Administration

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

Installation

Avaya IPO - Server Installation
Avaya CM - Server Installation
Shoretel - Server Installation
Updating Chronicall
Stopping and Starting Chronicall Services
ShoreTel ECC Integration

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

Security

User Permissions
How to Encrypt Recordings

Realtime Overview

Modules

Agent Timeline
Group Timeline
Realtime Stats
Alerts and Triggers

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Table of Contents
- Modules