Figure 167: Answered Calls Graph - Nortel Call Center Set Up And Operation Manual

Reports Explained 223
The Answered Calls Report indicates the total number of Skillset answered calls included within
the report.
Call Transactions (see Page 139) do not affect calls-based reports.
Voice (PSTN) calls and Multimedia calls are listed separately and totaled for each Skillset, and
for the report total. Both figures and the percentages are provided.
The breakdown is based on Answer Time Bins values, which are specified in Nortel Networks
Reporting for Call Center (see the Nortel Networks Reporting for Call Center Setup and
Operations Guide).
There are six Time Bins. A seventh, which captures all values higher than the sixth Time Bin, is
appended automatically.
A graphical representation of the number of calls in each of the Time Bins is also included in the
report, as shown in Figure 167: Answered Calls Graph.

Figure 167: Answered Calls Graph

In this example, Time Bins increments range between 10 seconds and 1 minute. The seventh
Time Bin captures any call that is answered after waiting more than one minute.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide