Nortel Call Center Set Up And Operation Manual page 245

Reports Explained 231
However, new Agents to your Call Center will most likely use the Help feature more frequently
during their initial training period. This report can be used to monitor the progress of new
Agents, because over time, they should make fewer Help requests.
It can also be used to determine if a particular customer has complex or troublesome
requirements.
The Calling Line ID (where known) is displayed and associated with each Help Request. This
provides a record of who phoned into the Call Center and the Agent who requested the additional
help.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide