Overview - Nortel Express Call Center User Manual

Working with reports

Overview

Introduction
Reports help you monitor your system performance by providing information on
system activity. You can use reports to
analyze productivity and efficiency
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assess staffing requirements
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identify trends
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identify seasonal behavior
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forecast future activity
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enhance service
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Forecasting is especially helpful for predicting changes in call center traffic. For
example, if a retailer's annual summer sale traditionally brings higher call
volumes, detailed reports can help the center prepare for future sales. Similarly,
tracking seasonal business trends makes it easier to manage staffing
requirements from one year to the next.
You can use predefined standard reports or create your own customized reports.
Types of reports
Symposium Express Call Center supports three types of reports.
Standard
A standard report is predefined by the Symposium Express Call Center system.
You cannot schedule standard reports, but you can run them on an ad hoc basis.
You can modify the report data range and data type when you generate the
report. All other report information is fixed.
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Standard 2.0
Symposium Express Call Center