Call Average Report; Figure 173: Call Average Report - Nortel Call Center Set Up And Operation Manual

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Reports Explained

Call Average Report

Figure 173: Call Average Report shows an example Call Average report.

Figure 173: Call Average Report

This report indicates the number and the associated averages for answered and abandoned Call
Center calls, and for answered Call Transactions (that is, transferred calls).
The Average Time to Answer and Average Time to Abandon figures in this report can be used to
determine the appropriate settings for the Primary and Secondary Alerts, or wallboard alarms.
As the example report shows only a few calls made into this particular Call Center, we can use
another scenario. If, for example, the Average Time to Abandon was 26 seconds and the Average
Time to Answer was 43 seconds, it would be appropriate to establish wallboard alarms. A
wallboard alarm could be activated once a call had waited 15 seconds, for example, in the
Skillset queue. This alarm would alert the Agent that a Call had been waiting for a period
approaching the 'danger time', which in the Call Center scenario was 26 seconds.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)