Figure 150 Summary Report - Nortel Call Center Set Up And Operation Manual
Reporting for call center
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Also See for Call Center:
- Installation and maintenance manual (1358 pages) ,
- Set up and operation manual (280 pages) ,
- Administration manual (191 pages)
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196
Reports
Figure 150 Summary Report
The following statistics are displayed.
Number of Presented Calls
This is the total number of calls that were presented to the Skillets included in this report. These
calls might or might not have been answered. This is the total potential calls that could have
been answered.
No. of Answered Call Transactions
This is the total number of call transactions that were answered. If a call is answered by an
Agent and transferred to another Agent, each Agent handles a separate Call Transaction.
Number of Outgoing Calls
This is the number of Outgoing Calls placed by the Agents in the Skillsets included in the report.
Number of Abandoned Calls
This is the total number of calls that were presented to the Skillsets but the caller disconnected
before they were answered.
Number of Unstaffed Calls
Reporting for Call Center Setup and Operations Guide
Issue 02 (15)
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