Skillset Performance - Nortel Express Call Center User Manual

Standard reports

Skillset Performance

Description
The Skillset Performance report provides summarized call handling
performance information for each skillset defined on your system. The report
lists the total calls answered by agents for the skillset, the number and
percentage of calls agents answered after a predefined service level threshold,
and the maximum delay a caller experienced.
By indicating the volume of calls and the delay times that callers experienced,
along with the amount of time agents were busy servicing calls to the skillset,
the report indicates whether the skillset has the number of agents required to
service callers. If a particular skillset is not performing well, consult the agent
reports.
View
This report uses the SkillsetStat views.
Collection frequency
You can collect Skillset Performance report information with the following
frequencies:
interval
!
daily
!
weekly
!
monthly
!
Template
This report uses the following templates:
imskill1.rpt
!
dmskill1.rpt
!
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Standard 2.0
Symposium Express Call Center