Agent Profile Report; Figure 175: Agent Profile Report - Nortel Call Center Set Up And Operation Manual

236
Reports Explained

Agent Profile Report

Figure 175: Agent Profile Report shows an example Agent Profile report.
This report displays the activity profile, actual figures and durations (not averages), of the Agents
logged in to a Skillset for the report period. There is a separate entry for each logged in session
for the Agents.
The report includes all major activities of each Agent over the period included in the report.
If you request this report for Skillset 1, you will receive a report listing all of the
!
Agents who were logged into Skillset 1, including multi-Skillset Agents. The
report will include all of the activity of those Agents, irrespective of the Skillset of
the call they answered.
Reporting for Call Center Setup and Operations Guide

Figure 175: Agent Profile Report

Issue 02 (15)