Nortel Call Center Set Up And Operation Manual page 242

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Reports Explained
This report can be used as the basis for a call-back policy in which abandoned callers are called
as a courtesy follow-up.
This could be done selectively, so that only the callers who held for the longest times before
abandoning were called back (as they were the ones who were most determined to get through
and to make use of your services). The report could also be checked for the Calling Line ID of
Gold or preferred customers (remember that you can search through on-screen reports, see Page
145).
This report can also be used to determine the number of abandoned calls before or after the Call
Center is closed, which can be used as an indicator of whether the Call Center should be staffed
for a longer period, perhaps by a reduced skeleton staff, on a rotational basis. Conversely, early
and late callers could be advised of your hours of operation.
The Call Profile Report (see Page 248) will also indicate where the peaks of the Abandoned
Calls occur throughout the day. The Abandoned Calling Line ID report will also indicate those
callers who abandoned.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)