Nortel Call Center Set Up And Operation Manual page 247
Reporting for call center
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Also See for Call Center:
- Installation and maintenance manual (1358 pages) ,
- Set up and operation manual (280 pages) ,
- Administration manual (191 pages)
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Reports Explained 233
The report can also be used to determine the Average Incoming Call Duration. This can then be
used to determine an appropriate Agent Alarm for Incoming Calls, so that an Agent who has a
call which lasts longer than the average duration is highlighted on the Agent Details Real Time
Screen. The Average Incoming Call Duration can also be compared with the values in the Agent
Average Report (see Page 234).
Issue 02 (15)
Reporting for Call Center Setup and Operations Guide
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