Nortel Express Call Center User Manual page 407

March 2005
CallsOffered – (CallsAnswered + CallsReturnedtoQ +
CallsReturnedtoQDuetoTimeout)
Note: A call can be pegged more than once if it is returned to the queue and then
presented to another agent.
Linkages with other statistics groups
You can link agent performance statistics to other statistics groups to generate
customized reports. For more information, see "When statistics are cumulated"
on page 361.
The following table shows the statistics groups to which agent performance
statistics can be linked, as well as the data fields used as linkage keys.
Note: You must specify all these fields as your linkage key, in the specified
order.
IF you are generating a custom
report using
ActivityCodeStat
AgentByApplicationStat
AgentBySkillsetStat
Reports and Displays Guide
THEN the linkage key data field is
Timestamp
UserID
Timestamp
UserID
Timestamp
UserID
Data dictionary
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