Nortel Express Call Center User Manual page 160

Standard reports
Filters
This report can be filtered on skillset name.
Statistics
Agent By Skillset Performance reports contain the following statistics:
Report field
Answered
Short Calls Answered
Post Call ProcessTime
Talk Time
Average Talk Time
Skillset Work Time
Summaries
The report provides totals for each skillset, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval, and within each interval,
by agent. The report also contains a grand total for all skillsets.
160
View field/Formula
CallsAnswered
ShortCallsAnswered
NotReadyTime
TalkTime
TalkTime / CallsAnswered
TalkTime + NotReadyTime
Symposium Express Call Center
Standard 2.0