Skillset Real-Time Display - Nortel Express Call Center User Manual

Real-time displays

Skillset real-time display

Description
This display allows you to monitor the status of skillsets in your call center.
Field descriptions
Skillset real-time displays contain the following columns:
Skillset
Description:
property sheet.
Formula:
(Calls Answered)
Avg Ans Delay
Description:
from the time they were queued to the skillset to the time they were answered.
%Serv Lvl
Description:
defined in the threshold class for this skillset.
Calls Ans
Description:
Calls Answd Aft Threshold
Description:
greater than or equal to the service level threshold defined for the threshold class
to which the application belongs
Calls Waiting
Description:
answered.
348
The name of the skillset, as defined on the Skillset Properties
100*(Calls Answered - Calls Answered after Threshold (20 sec))/
The average wait experienced by calls answered for a skillset,
The percentage of answered calls answered within the period
The number of calls answered for a skillset.
The number of calls to this skillset that were answered after a wait
The number of calls for a skillset that are currently waiting to be
Standard 2.0
Symposium Express Call Center