Skillset By Application - Nortel Express Call Center User Manual

March 2005

Skillset By Application

Description
The Skillset By Application report shows summarized skillset statistics for each
application under review. The report provides statistics such as the total number
of calls answered for a skillset, number of calls answered after the service level
threshold for the skillset, all agent staffed time, and average number of agents.
Views
SkillsetStat
!
Collection frequency
interval
!
daily
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weekly
!
monthly
!
Templates
imskill4.rpt
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dmskill4.rpt
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wmskill4.rpt
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mmskill4.rpt
!
Filter
skillset name
!
Statistics
Report field
Skillset Answered
Reports and Displays Guide
View field/Formula
CallsAnswered
Standard reports
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