Agent Performance Calls Answered, Bottom 5 - Nortel Express Call Center User Manual

Product release 4.2

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Agent Performance Calls Answered, Bottom 5

The Agent Performance Calls Answered, Bottom 5 report is a daily report that

shows summarized performance information for the five agents who answered

the lowest number of Symposium Express Call Center calls.

The Agent Performance Calls Answered, Bottom 5 report compares agent-

specific time summaries—such as total logged on time and not ready time—to a

group average. Agents who appear frequently on this report may need assistance

or further training to improve call handling productivity.

AgentPerformanceStat

Collection frequency

agent logon ID

Reports and Displays Guide

Standard reports

Symposium express call center