In-Progress Calls - Nortel Call Center Set Up And Operation Manual

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Reports
However, if one of the secondary call transactions was a transfer of the call to the Control DN of
a Skillset, that call will appear as a new incoming call in that Skillset in the Indirect column, as
this is a queued call that has to be presented to an Agent and answered. In-Progress Calls
In-progress calls are not included in the reports. The reports will only display information on
calls that have been completed by the time the report has been requested.

In-Progress Calls

The reports only display information about calls that are completed at the time the report has
been requested. That is, in-progress calls do not feature in any of the reports.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)