Figure 161 Agent Average Report By Agent - 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 215
Figure 161 Agent Average Report by Agent
For each Skillset, Agent by Agent the average durations of six Call Center statistics are
displayed. For calls that have been transferred to the Agent the word Transferred will appear at
the start of the line for that Agent. Likewise, if the Call Transaction was for an overflowed call
the word Overflow will appear at the start of the line for that Agent.
An Agent can therefore have up to three lines displayed for them, separating out the direct Call
Center Call Transactions from the Transferred and Overflowed transactions.
No. of Answered Call Transactions
Indicates the number of Call Center transactions that this Agent has answered.
Call Center Call Transactions Average Incoming Duration
Indicates the average duration of the Call Center Call Transactions answered by this Agent.
No. of Break Time Instances
Indicates the number of times this Agent received Break Time from the Call Center.
Issue 02 (15)
Reporting for Call Center Setup and Operations Guide
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