Nortel Networks P0919439 Bedienungsanleitung PDF herunterladen (Seite 68)

Management Reports

Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07

The agent information includes:

Title Description

TOTAL CALLS - ANS Total number of incoming calls answered by agents.

TOTAL CALLS - OUT. Total number of outgoing calls made by agents.

ANSWERED CALLS - <T Number of incoming calls answered by agents before the

configured Call Waiting Alarm (Primary Alert) time has

elapsed

ANSWERED CALLS - >T Number of incoming calls answered by agents after the

configured Call Waiting Alarm (Primary Alert) time has

elapsed

OVER-FLOW Number of incoming calls answered by agents that

overflowed in from other Skillsets.

Agent Activity Report

The Agent Activity Report shows the total amount of time that agents spend logged in to the

Call Center, and the proportion of that time spent on activities such as incoming calls, outgoing

calls and in the Not Ready state. The agent window is the only window displayed, as there is no

line information associated with this report. When viewed from a Skillset level, individual agent

details are displayed. Skillset totals are available from the System level.

Agent Activity Report – Numerical View (Skillset level)

1 2 ... 63 64 65 66 67 68 69 70 71 72 73 ... 94 95

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Nortel Networks P0919439 Bedienungsanleitung Seite 68