Agent Average Calls Per Hour - Nortel Express Call Center User Manual

Product release 4.2

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Table of Contents

Standard reports

Agent Average Calls per Hour

The Agent Average Calls per Hour report shows summarized performance

information on the calls each agent answers per hour logged on. The report

provides three hourly averages for the time the agent was logged on: the average

calls answered, the average time spent with callers, and the average time spent in

the Not Ready state.

This report allows call center managers to detect peculiarities in agent

performance, such as an abnormal amount of not ready time on a specific day,

and to investigate the cause.

This report uses the AgentPerformanceStat views.

Collection frequency

You can collect Agent Average Calls per Hour report information with the

following frequencies:

This report uses the following templates:

Standard 2.0

Symposium Express Call Center

Symposium express call center