Figure 85 Agent Detail Real Time Page - Nortel Call Center Set Up And Operation Manual

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Using Reporting for Call Center

Figure 85 Agent Detail Real Time Page

ID
Indicates the Call Center ID of the Agent.
Agent
Indicates the name of the Agent, and also indicates the state the Agent is in by coloring the cell
background. The state of the Agent is dependant on their current activity. Further detail on the
Agent state can be seen in the Status column.
Incoming
An Agent is in the Incoming State when they have answered an Incoming Call Center Call. The
information in the Status column indicates the type of call. The Incoming State is represented by
Light Green.
Break Time
Break Time is the term used to describe the period of time allocated to each Agent to allow post
call completion work, also called wrap-up. Break Time is represented by Dark Green.
Outgoing
Reporting for Call Center Setup and Operations Guide Issue 02 (15)