Summary Report Graphs; Figure 151 Summary Report Graphs - 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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Reports
Unstaffed Calls
The number of calls that arrived in this Skillset, in this time slot, when there were no Agents
logged into it.
Grade of Service %
The Grade of Service offered to incoming callers during this time slot.
Summary Report Graphs
The Summary Report also provides a selection of Summary Graphs, each of which shows a
profile of a single statistic across the time slots of the Report, covering the time period of the
Report. These are shown below.
Figure 151 Summary Report Graphs
Presented Calls
This graph provides a profile of the number of calls that were presented in each time slot of the
time period of the Report.
Answered Calls
Reporting for Call Center Setup and Operations Guide
Issue 02 (15)
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