Reports Explained; Answered Calls Report; Figure 166: Answered Calls Report - Nortel Call Center Set Up And Operation Manual

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Reports Explained

Reports Explained
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This section describes and provides example reports.

Answered Calls Report

Figure 166: Answered Calls Report shows an example of the Answered Calls report.

Figure 166: Answered Calls Report

For each of the Skillsets in a report, the total number of answered calls is displayed. For each
Time Bin, the number of calls answered within that Time Bin is displayed. This figure is also
presented as a percentage of the total number of answered calls.
The Answered Calls report shows how long calls wait before they are connected to an Agent.
Voice calls and Multimedia calls are listed separately and totaled for each Skillset, and for the
report total.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)