Agent Short Calls - Nortel Express Call Center User Manual

Product release 4.2

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Agent Short Calls

The Agent Short Calls report shows summarized information on short call

performance, grouping the data into supervisor and agent summaries.

A short call is an incoming Symposium Express Call Center or ACD call that

lasts less than 10 seconds, as defined for the threshold class to which the skillset

belongs. For example, a short call can occur if a caller hangs up due to dialing

the wrong number.

Short calls can also occur if an agent inadvertently presses the wrong button on

the phoneset. Symposium Express Call Center and ACD calls that were

answered, transferred, conferenced, and returned to queue are also itemized

within this report. A large number of short calls can indicate a need for further

This report uses the AgentPerformanceStat views.

Collection frequency

You can collect Agent Short Calls report information with the following

frequencies:

Reports and Displays Guide

Standard reports

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