Agent Average Report; Figure 174: Agent Average Report - Nortel Call Center Set Up And Operation Manual
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
Agent Average Report
Figure 174: Agent Average Report shows an Agent Average report.
Figure 174: Agent Average Report
The report displays the average durations of three Call Center activities for each Agent.
These activities are Call Center Transactions Average Incoming Duration, the Average Outgoing Calls Duration,
and the Average Break Time Duration.
For the Incoming and Outgoing Call Durations, the number of calls is also provided.
The average duration for the number of Call Transactions for each Skillset, but grouped by
Agent, includes incoming Call Center calls, outgoing calls, and breaks.
The Agent Average Report facilitates Agent comparison.
The Agents' Average Incoming Call Transaction Duration is listed.
Reporting for Call Center Setup and Operations Guide
Issue 02 (15)
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