Nortel Call Center Set Up And Operation Manual page 120

106
Using Reporting for Call Center
Duration
This column displays a timer which represents the time the Agent has spent in the current state.
If the Agent has been in the current state for a period in excess of the associated Agent Alarm,
the background of this cell will turn red. See the section Agent Alarms, below.
Answered Call Center Calls Hour / Day
Indicates the number of Call Center Calls that this Agent has answered in the current hour and in
the current day.
Outgoing Calls Hour / Day
Indicates the number of Outgoing Calls that this Agent has made in the current hour and in the
current day.
Answered Non-Call Center Calls Hour / Day
Indicates the number of Non-Call Center Calls that this Agent has answered in the current hour
and in the current day.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)