Agent Transferred/Conferenced Activity - Nortel Express Call Center User Manual

Product release 4.2

Hide thumbs Also See for Express Call Center:

Table of Contents

Agent Transferred/Conferenced Activity

The Agent Transferred/Conferenced Activity report shows detailed statistics

about calls conferenced and transferred by agents. The report provides

summarized totals for the time period under review.

This report helps managers identify agents who may have difficulty with a

specific skill. It can also highlight agents who need additional training or

reassignment to a different skillset.

This report uses the AgentPerformanceStat views.

Collection frequency

You can collect Agent Transferred/Conferenced Activity report information with

the following frequencies:

This report uses the following templates:

im-agt18.rpt

dm-agt18.rpt

wm-agt18.rpt

mm-agt18.rpt

Reports and Displays Guide

Standard reports

Symposium express call center