Nortel Call Center Set Up And Operation Manual page 238

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Reports Explained
Any Skillset Supervisor can review the figures of an Answered Calls Report to determine how
long the calls answered in Skillsets had to wait before they were answered.
The report example shows large data values in the first and third Time Bins, indicating that
incoming callers are generally answered within 10, 20, or 30 seconds. No callers are required to
wait more than 30 seconds.
This is probably a function of the average length of the calls and the number of callers the Call
Center has.
For the average call length, refer to the Call Average Report (see Page 163).
Reporting for Call Center Setup and Operations Guide Issue 02 (15)