Figure 171: Agent Capacity Report - Nortel Call Center Set Up And Operation Manual

Agent Capacity Report
Figure 171: Agent Capacity Report shows an example of the Agent Capacity Report.
This report displays the occasions when there were no logged in agents available to answer
incoming Call Center calls. That is, it details the instances, the duration, and the total duration of
all periods when all Agents were occupied simultaneously. Reasons that Agents are unavailable
include they are already on an incoming or outgoing call or they are Not Ready.
The Agent Capacity Report shows how often, and for how long, the Call Center was working at
its maximum Agent capacity.
The Agent Capacity Report does not consider instances when there were no Agents signed in; it
only reflects staffed periods.
Note: If the Report includes more than one Skillset, the Grouping values represent the
cumulative amount of time for those periods that all Agents were unavailable, grouped
for all Skillsets, and the number of instances grouped for each Skillset.
Issue 02 (15)

Figure 171: Agent Capacity Report

Reporting for Call Center Setup and Operations Guide
Reports Explained 229