Nortel Call Center Set Up And Operation Manual page 119
Reporting for call center
Hide thumbs
Also See for Call Center:
- Installation and maintenance manual (1358 pages) ,
- Set up and operation manual (280 pages) ,
- Administration manual (191 pages)
Table of Contents
Advertisement
Using Reporting For Call Center 105
When an Agent makes an Outgoing Call they are said to be in the Outgoing State. The Outgoing
State is represented by Yellow.
Supervisory Monitoring
When an Agent who has been created in the Call Center as a Supervisor undertakes a monitoring
session with another Agent they are represented in the Real Time screen using Gold. The Status
column will display 'Monitoring'.
Non-Call Call Center Call
If the Agent answers a non-Call Center Call they are represented using Grey.
Available
Blue is used to represent Available Agents. These are Agents who are available to answer
Incoming Call Center Calls.
All Calls Held
Magenta is used to indicate an Agent who has placed all of their calls on hold.
Not Ready
Dark Grey is used to represent Agents who are in the Not Ready state.
Logged Into SS
Indicates the Skillsets the Agent is currently logged in to.
Status
This column is used to provide extra detail regarding the Agent state.
A phone icon with the wording Multimedia represents a Multimedia voice call.
A phone icon with the wording Voice represents a regular voice call.
A phone icon with the wording Outgoing represents an outgoing call.
A phone icon with the wording Intercom represents an internal call.
The word Available represents an Available Agent.
The wording BreakTime represents an Agent in Break Time.
The wording Calls Held represents an Agent with all of their current calls on hold.
The wording Not Ready represents an Agent who is in the Not Ready state.
The word Monitoring represents an Agent who is a Supervisor engaged in a Supervisory
Monitoring session with another Agent, or in a Help Session.
A smiley icon represents a Multimedia Chat session.
A globe icon represents a Multimedia Follow-me browsing session.
A number will accompany the status description in the form of SSx. This indicates the Skillset
associated with the call. For example, SS2 would indicate Skillset 2.
Issue 02 (15)
Reporting for Call Center Setup and Operations Guide
Advertisement
Table of Contents
