Questions About Reporting - Nortel Express Call Center User Manual

Frequently asked questions

Questions about reporting

How can I reconcile the activities of an agent with the agent logged on
time using the iAgentPerformanceStat view.
If the agent is on an ACD or skillset call and there are no other lamps lit on his or
her telephone, Symposium Express Call Center accumulates the appropriate talk
time.
If an agent is on an ACD or skillset call and places it on hold to make or receive
a DN call, Symposium Express Call Center accumulates Talk Time against the
Incall key and against the DN key.
If an agent puts an ACD, skillset, or DN call on hold and goes into Walkaway,
Symposium Express Call Center accumulates the appropriate talk time, as well
as walkaway time.
To calculate the agent's busy time, subtract the agent's wait time from the staffed
time (Busy time = Staffed time – Wait time).
Why is there a discrepancy between the number of skillset calls
answered by an agent on the Agent Performance report and the
number of activity codes shown in the Activity by Agent report?
An agent normally enters several activity codes on one call. For example, an
agent answers a reservation call and makes five bookings for one customer. The
agent enters the booking code five times on that call. The Agent Performance
report shows one call answered, but the Agent Activity report shows five
bookings and the average time it took to handle each booking transaction.
I recently moved the physical location of the Symposium Express Call
Center PC and now my scheduled reports do not print. What can I do?
The Scheduler saves reports with the IP address. If the location has changed, you
must reschedule the reports.
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Standard 2.0
Symposium Express Call Center