Call Profile Report Graph - Nortel Call Center Set Up And Operation Manual

Reports 203
Indicates the number of calls that were Answered by Agents in each time slot, with a break down
showing the number of calls that were regular voice calls and those which were conducted
through the use of Nortel Networks Multimedia Call Center (Multimedia calls).
Answered by Voice Mail
Indicates the number of calls that were Answered by Voice Mail in each time slot, with a break
down showing the number of calls that were regular Voice calls and those which were conducted
through the use of Nortel Networks Multimedia Call Center (Multimedia calls).
Answered by Operator
Indicates the number of calls that were Answered by the Operator in each time slot, with a break
down showing the number of calls that were regular voice calls and those which were conducted
through the use of Nortel Networks Multimedia Call Center (Multimedia calls).
Answered by Overflow Agent
Indicates the number of calls that were Answered by Overflow Agents, in each time slot.
Overflow Agents are Agents logged into another Skillset, who are considered to be temporarily
logged in to the Skillset which the overflow call was targeted at. A break down shows the
number of calls that were regular voice calls and those which were conducted through the use of
Nortel Networks Multimedia Call Center (Multimedia calls).
Answered by Non-Agent
Indicates the number of calls that were Answered by Non-Agents in each time slot, with a break
down showing the number of calls that were regular voice calls and those which were conducted
through the use of Nortel Networks Multimedia Call Center (Multimedia calls).
Calls Handled in Another Skillset
Indicates the number of calls that were Answered by the Agents in other Skillsets, in each time
slot, with a break down showing the number of calls that were regular voice calls and those
which were conducted through the use of Nortel Networks Multimedia Call Center (Multimedia
calls). (Calls can be answered in another Skillset because of a routing step such as Move to
Queue.)
Grade of Service
Indicates the Grade of Service offered to incoming callers during each time slot, with a break
down showing the number of calls that were regular voice calls and those which were conducted
through the use of Nortel Networks Multimedia Call Center (Multimedia calls).

Call Profile Report Graph

A graph is included on the last page of the Call Profile Report, this is shown below.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide