Agent Activity Report; Figure 176: Agent Activity 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 Activity Report
Figure 176: Agent Activity Report shows an example Agent Activity report.
The Agent Activity report displays the activity of Agents grouped by Skillset. It is further broken
down based on Agent.
This report shows the durations of the range of activities that Agents have performed for the
report period. (This list differs from the list in the Agent Profile Report, see Page 236.)
If you request this report for Skillset 1, you will receive a report listing all of the
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Agents who were logged into Skillset 1, including multi-Skillset Agents. The
report will also 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 176: Agent Activity Report
Issue 02 (15)
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