Nortel Express Call Center User Manual page 388

Data dictionary
9:01:20
9:01:30
At the end of this period, the agent timers have the following values:
LoggedInTime
WaitingTime
DNIntInCallsTalkTime
TalkTime
The total activity time for the agent, as calculated below, exceeds the agent
logon time of 90 seconds.
WaitingTime + DnIntInCallsTalkTime + TalkTime
= 10 + 80 + 60
= 120 seconds
Similarly, a phoneset may contain multiple DN keys. If an agent answers a DN
call, places it on hold, and makes another DN call, both DN hold time and DN
talk time are pegged for the same period.
Agents and supervisors
Agents are linked to reporting supervisors. An agent can have only one reporting
supervisor at any given time. However, he or she can have a different supervisor
at different times of the day. To allow supervisors to monitor all of their
reporting agents, these statistics allow agents to be linked to multiple
supervisors.
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The agent releases the Symposium Express Call Center call and
resumes the DN call.
The agent releases the DN call and logs off.
Standard 2.0
90 seconds
10 seconds
80 seconds
60 seconds
Symposium Express Call Center