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

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Reports
Answered Incoming Call Center Calls
This is the number of Incoming Call Center Calls that the Agent handled during the period of the
report. The sum of the durations of these calls is given in the following column.
Incoming Time
This is the cumulative duration of all of the Incoming Call Center Calls that the Agent handled
during the period of the report. The number of calls that this duration represents is given in the
preceding column.
Outgoing Calls
This is the number of Outgoing Calls that the Agent made during the period of the report. The
sum of the durations of these calls is given in the following column.
Outgoing Time
This is the cumulative duration of all of the Outgoing Calls that the Agent handled during the
period of the report. The number of calls that this duration represents is given in the preceding
column.

Agent Activity Report

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