Figure 163 Agent Activity Report By Skillset - Nortel Call Center Set Up And Operation Manual

218
Reports

Figure 163 Agent Activity Report by Skillset

For each Skillset in the report, Agent by Agent the average durations of five 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.
Logged In Time
Indicates the total time that the Agent was logged in to the Call Center. This may be the sum of
several (or many) instances, according to the duration covered by the report.
No. Answered Call Center Transactions
Indicates the number of Call Center transactions that this Agent has answered.
Incoming Call Center Time
Reporting for Call Center Setup and Operations Guide Issue 02 (15)