Real Time Summary - Call Summary - Nortel Call Center Set Up And Operation Manual

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Using Reporting for Call Center
Indicates the number of Agents who are logged into this Skillset.
Supervising
Indicates the number of Agents (Supervisors) who are currently supervising other Agents.
Available
Indicates the number of Agents who are Available to take Incoming Call Center Calls.
Not Ready
Indicates the number of Agents who are in the Not Ready State. They may have invoked the
Make Not Ready feature or they might have been placed in the Not ready state because a Call
Center Call was presented ringing to their handset but the Agent did not answer it, and Nortel
Networks Reporting for Call Center automatically took the call back to the Skillset queue and
made them Not Ready.
On Call Center Calls
Indicates the number of Agents who are currently handling Incoming Call Center Calls.
Break Time
Indicates the number of Agents who are in Break Time following clear down of an Incoming
Call Center Call.
On Non-Call Center Calls
Indicates the number of Agents who are currently handling calls that have not arrived via the
Call Center. These could be calls that have arrived directly at their handset because somebody
has rung their DDI line, for example, or a non-Call Center Call has been transferred to them from
another handset.
On Outgoing Calls
Indicates the number of Agents who are currently on Outgoing Calls.
On Internal Calls
Indicates the number of Agents who have placed or answered internal (intercom) calls.
With All Calls Held
Indicates the number of Agents who have all of their current calls on hold.
Real Time Summary – Call Summary
This Real Time panel provides information about calls that are in the Skillset queues waiting to
be answered, together with some statistics regarding calls which have been completed. These
statistics will update in real time. This information is shown for each of the selected Skillsets.
Waiting
Indicates the number of calls that are currently waiting in the Skillset queues to be answered.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)