Figure 129 Agent Profile Report Skillset Page - Nortel Call Center Set Up And Operation Manual

Reports 167

Figure 129 Agent Profile Report Skillset page

This page allows you to select the Skillset 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.
Note: The report is agent based, not Skillset based. This means that when you request a report
on a Skillset, the report will include all of the Agents who were logged into that Skillset during
the requested period. For Multi-Skillset Agents the report will include all of the activity of the
Multi-Skillset Agents, for all Skillsets into which they were signed during the report period.
If this was not the case, and the report was limited to the Agent activity for the requested Skillset
only, you would need to run the same report for each Skillset that each of the Multi-Skillset
Agents was logged into, to see a full picture of their activity.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide