Agent Detail - Nortel Call Center Set Up And Operation Manual

Using Reporting For Call Center 103
Indicates the number of currently waiting Calls that have waited in excess of the Call Center
Secondary Alert. (note that this is mutually exclusive with the Primary Alert). If any calls have
waited in excess of the Secondary Alert the background to this cell will change to red.
Overflow
Indicates the number of currently waiting Calls that have waited in excess of the Call Center
Overflow Threshold. Note that this does not mean the call has overflowed, but the Call Center is
actively looking through the overflow rules that have been defined for this Skillset, in order to
try to find a means of answering the call. That is, this call is liable to overflow shortly. If any
calls have waited in excess of the Overflow Threshold the background to this cell will change to
red.
Note that if a call had passed the overflow threshold in one Skillset and was then Moved to
another Skillset due to the call routing that had been configured, the call will appear in the new
Skillset and the cell background will be red as this call has already passed the overflow threshold
of the original Skillset it was in.
Abandoned Hour / Day
Indicates the number of calls that have abandoned in the Skillsets, in the current hour and in the
current day.
Answered Hour / Day
Indicates the number of calls that have been answered by the Agents in the Skillsets, in the
current hour and in the current day.
On Hold
Indicates how many calls are placed on hold.
Longest Waiting Time
Indicates the waiting time of the call that has waited the longest out of the list of currently
waiting calls.
Unread Skillset Mailbox Msgs
Indicates the number of voice mail messages in the Skillset Mailbox which have not be listened
to. If there are any messages which have not been listened to the cell background will be red.
GOS
Indicates the Grade of Service being offered to incoming callers.

Agent Detail

The Agent Detail Real Time screen presents a detailed display of the individual status of the
logged in Agents, together with some statistics relating to calls answered and made by the
Agents. These statistics will update in real time.
Each line of the Agent Detail Real Time screen represents a single Agent.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide