Agent Performance - Nortel Express Call Center User Manual

Product release 4.2

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Table of Contents

Standard reports

Agent Performance

The Agent Performance report shows summarized performance information for

a specific agent. The report tracks agents' call handling activities for incoming

Symposium Express Call Center, ACD, and NACD calls, drawing attention to

activities that should be rewarded or weaknesses that may need to be addressed.

Call lengths can also be an important indicator of an agent's rapport with

You can use this report to compare overall productivity, measured by the time

agents spend at their positions and how often they are busy during a shift.

Where agents with multiple DN keys handle two DN calls simultaneously,

both are pegged in the same interval. This means that DN talk time can

exceed 900 seconds in an interval.

Only compare agents who have similar skillset assignments, as service level

may vary by call type.

This report uses the AgentPerformanceStat views.

Collection frequency

You can collect Agent Performance report information with the following

frequencies:

Standard 2.0

Symposium Express Call Center

Symposium express call center