Abandoned Call Report; Figure 116 Answered Calls Report - Nortel Call Center Set Up And Operation Manual

Reports 149

Figure 116 Answered Calls Report

For each Skillset the total number of calls is displayed, together with a breakdown of the number
and percentage of calls that were answered within each of the Answered Time Bins. For a
discussion of Time Bins, see page 61.
This reports shows how long those calls that have been answered by your Call Center waited
before they were connected to an Agent.
Voice calls and Multimedia calls are listed separately and totaled for each Skillset, and for the
report total.

Abandoned Call Report

Clicking on the Abandoned Call Report button presents you with the Abandoned Calls Report
Skillsets page, shown below.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide