Agent Capacity Report; Figure 121 Agent Capacity Report Skillsets Page - Nortel Call Center Set Up And Operation Manual

Reports 155
For each Skillset and for a report total, the calls that abandoned are shown.
The date and time are displayed for each abandoned call, together with the Calling Line ID and
the time the call waited before it abandoned.

Agent Capacity Report

Clicking on the Agent Capacity Report button presents you with the Agent Capacity Report
Skillsets page, shown below.

Figure 121 Agent Capacity Report Skillsets page

This page allows you to select the Skillsets you wish to have included in the report, the paper
size to view and print the reports on, and to specify the time period you wish the report to cover.
The time period is specified by providing a From Date and From Time and a To Date and a To
Time.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide