Nortel Express Call Center User Manual page 214

Standard reports
Offered statistics
Application Call Treatment reports contain the following statistics for calls
offered:
Report field
Quantity
Answered statistics
Application Call Treatment reports contain the following statistics for calls
answered:
Report field
Quantity
Percentage (%)
Abandoned statistics
Application Call Treatment reports contain the following statistics for
abandoned calls:
Report field
Total
Percentage (%)
Given Host Lookup statistics
Application Call Treatment reports contain the following statistics for calls
given Host Lookup treatment:
Report field
Total
Percentage (%)
214
View field/Formula
CallsOffered
View field/Formula
CallsAnswered
CallsAnswered / CallsOffered x 100
View field/Formula
CallsAbandoned
CallsAbandoned / CallsOffered x 100
View field/Formula
CallsGivenHostLookup
CallsGivenHostLookup / CallsOffered x 100
Standard 2.0
Symposium Express Call Center