Agent Average Report - Nortel Call Center Set Up And Operation Manual

Reports 163
For each Skillset and for a report total, the number of calls and their average is displayed for
three statistics.
Voice calls and Multimedia calls are listed separately and totaled for each Skillset, and for the
report total.
Call Center Call Average Time To Answer
The Call Center Call Average Time To Answer column holds the average time before a Call was
answered. This statistic tracks Direct and Indirect Calls, not call transactions. This can be used
to determine the average time that answered calls had to wait before they were answered.
Call Center Call Average Time To Abandon
The Call Center Call Average Time To Abandon column holds the average time before a Call
abandoned. This statistic tracks Direct and Indirect Calls, not transactions. This can be used to
determine how long on average abandoned calls waited for before they abandoned.
Call Center Call Transactions Average Incoming Duration
The Call Center Call Transactions Average Incoming Duration column holds the average
duration of each call transaction. This statistic tracks call transactions, not calls, so a call that is
answered in one Skillset and transferred to the Control Dn of another Skillset (or even back to
the Control Dn of the same Skillset) will have a call duration for each portion of the call. Both
portions will be included in the reports.

Agent Average Report

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