Nortel Call Center Set Up And Operation Manual page 11

List of Figures ix
Figure 165 System Configuration Report............................................................................................................................ 221
Figure 166: Answered Calls Report..................................................................................................................................... 222
Figure 167: Answered Calls Graph ..................................................................................................................................... 223
Figure 168: Abandoned Call Report.................................................................................................................................... 225
Figure 169: Abandoned Calls Graph ................................................................................................................................... 226
Figure 170: Abandoned Calling Line ID Report ................................................................................................................. 227
Figure 171: Agent Capacity Report ..................................................................................................................................... 229
Figure 172: Help Request Report ........................................................................................................................................ 230
Figure 173: Call Average Report......................................................................................................................................... 232
Figure 174: Agent Average Report...................................................................................................................................... 234
Figure 175: Agent Profile Report ........................................................................................................................................ 236
Figure 176: Agent Activity Report ...................................................................................................................................... 238
Figure 177: Agent Audit Report .......................................................................................................................................... 240
Figure 178: Activity Code Report By Skillset..................................................................................................................... 242
Figure 179: Activity Code Report by Agent........................................................................................................................ 244
Figure 180: Activity Code Report by Number of Pegs........................................................................................................ 245
Figure 181: Summary Report .............................................................................................................................................. 246
Figure 182: Summary Report Graphs Page ......................................................................................................................... 247
Figure 183: Call Profile Report ........................................................................................................................................... 248
Figure 184: Call Profile Report Graph Page........................................................................................................................ 249
Figure 185: Incoming Call Report ....................................................................................................................................... 250
Figure 186: Incoming Call Report Graph Page ................................................................................................................... 251
Figure 187: Unanswered Help Request Report ................................................................................................................... 252
Figure 188: Agent Average Report by Agent ...................................................................................................................... 253
Figure 189: Agent Activity Report by Skillset .................................................................................................................... 255
Figure 190: System Configuration Report........................................................................................................................... 257
Figure 191 Example Host File............................................................................................................................................. 261
Figure 192 Norton Anti-Virus Options Screen.................................................................................................................... 263
Figure 193 Norton Anti-Virus Options Dialog.................................................................................................................... 264
Figure 194 Page Cannot Be Displayed Error Message........................................................................................................ 265
List of Tables
Table 1: Available Report Export Formats.......................................................................................................................... 143
Issue 02 (15) Reporting for Call Center Setup and Operations Guide