Figure 58 Time Bins Page - Nortel Call Center Set Up And Operation Manual

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Using Reporting for Call Center

Figure 58 Time Bins Page

This page allows you to enter the time steps required to define the periods into which you wish to
have calls that are Answered or Abandoned in these Skillsets categorized.
The steps used in the Time Bin periods need not be the same, but the Time Bin periods must be
set in ascending order.
For example, if you want to have Nortel Networks Reporting for Call Center report on Answered
calls, grouping together the calls that were answered within 10 seconds, the calls that were
answered between 10 and 20 seconds, the calls that were answered between 20 and 30 seconds,
the calls that were answered between 30 and 40 seconds, the calls that were answered between
40 and 50 seconds, the calls that were answered between 50 seconds and one minute, you would
set the Time Bins up to be: 00:10, 00:20, 00:30, 00:40, 00:50 and 01:00.
Note that Nortel Networks Reporting for Call Center would also include a category for anything
greater than the last time period, which in this example would be 'anything answered after
01:00'.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)