Usage Example For Average Incoming Call Transaction Duration; Usage Example For Average Break Time Duration - Nortel Call Center Set Up And Operation Manual

Note: This report covers incoming Call Transactions, not only Direct and Indirect Incoming
Calls (see Page 139).

Usage Example for Average Incoming Call Transaction Duration

If an Agent is exceeding the average on Incoming calls, the following factors may exist:
Perhaps the Agent requires additional training.
Perhaps the Agent is adept in dealing with difficult or complex calls and the other
Agents are transferring these calls to this Agent because of the Agent's expertise.
Perhaps the Agent is more attentive to the incoming callers.
If an Agent is taking far less than average time to deal with their Incoming Calls,
perhaps they have developed their speed, are simply fast, they are less attentive to the
incoming caller, or perhaps they are transferring their calls to other Agents.
The Average Break Time Duration indicates which Agents are taking full breaks and which
Agents are not.

Usage Example for Average Break Time Duration

If some Agents are, on average, taking 30 seconds and everyone else is taking 15 seconds,
perhaps the Break Time for everyone could be reduced to 20 seconds, and then, after a period of
acclimatisation, reduced to 15 seconds.
If you request this report for Skillset 1, you receive a report listing all the Agents
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who were logged in to Skillset 1, including multi-Skillset Agents. The report will
include all the activity of those Agents, regardless of the Skillset of the call they
answered.
If the report is limited to the Agent activity for the requested Skillset only, you
need to run the same report for each Skillset that each of the multi-Skillset Agents
was logged into, to receive a complete report of their activity.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
Reports Explained 235