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

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Reports
Break Time
This is the cumulative duration of all of the Break Time the Agent had during the period of the
report. An Agent is in Break Time following an Incoming Call Center Call. This is also known
as Wrap-Up. The Skillset supervisor allocates the amount of Break Time that the Agents will
receive.
Not Ready Time
This is the cumulative duration of all of the Not Ready time the Agent had during the period of
the report. An Agent is Not Ready when they have invoked the Make Not Ready feature.
Supervisory Monitoring
This is the cumulative duration of all of Supervisory Monitor sessions the Agent undertook
during the period of the report. An Agent can only perform Supervisory Monitoring if they have
been created as a Skillset Supervisor within the Call Center.
Internal Call Time
This is the cumulative duration of all of the Internal Calls that the Agent placed or answered
during the period of the report. Internal Calls are also called Intercom Calls.

Agent Audit Report

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