Incoming Call Report Graph - Nortel Call Center Set Up And Operation Manual

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Reports
Indicates the number of calls that were presented to this Skillset but which were never answered
because the incoming caller cleared down the call before it could be answered. Separate figures
are presented for voice calls and Multimedia Calls (calls conducted through the use of Nortel
Networks Call Multimedia Center.)
Left Skillset via Overflow Table
Indicates the number of calls that left the Skillset due to the Call Routing programmed in the
Overflow Table. (These calls have left this Skillset, they are not the same as the calls answered
by Overflow Agents in this Skillset.) Separate figures are presented for voice calls and
Multimedia Calls (calls conducted through the use of Nortel Networks Call Multimedia Center.)
Left Skillset via Routing Table
Indicates the number of calls that left the Skillset due to the Call Routing programmed in the
Routing Table. Separate figures are presented for voice calls and Multimedia Calls (calls
conducted through the use of Nortel Networks Call Multimedia Center.)
Unstaffed Calls
Indicates the number of calls that were presented to the Skillset in the periods when there no
Agent logged in. Separate figures are presented for voice calls and Multimedia Calls (calls
conducted through the use of Nortel Networks Call Multimedia Center.)
< P
Indicates the number of calls that were answered before the Primary Alert Threshold. (Mutually
exclusive to >P and >S.) Separate figures are presented for voice calls and Multimedia Calls
(calls conducted through the use of Nortel Networks Call Multimedia Center.)
> P
Indicates the number of calls that were answered after the Primary Alert Threshold but before the
Secondary Alert Threshold. (Mutually exclusive to <P and >S.) Separate figures are presented
for voice calls and Multimedia Calls (calls conducted through the use of Nortel Networks Call
Multimedia Center.)
> S
Indicates the number of calls that were answered after the Secondary Alert Threshold. (Mutually
exclusive to <P and >P.) Separate figures are presented for voice calls and Multimedia Calls
(calls conducted through the use of Nortel Networks Call Multimedia Center.)
GOS
Indicates the grade of service that was offered to the incoming callers for the period of the report.
Separate figures are presented for voice calls and Multimedia Calls (calls conducted through the
use of Nortel Networks Call Multimedia Center.)

Incoming Call Report Graph

On the last page of the report, the following graph is displayed.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)