Summary Report; Figure 181: Summary Report - Nortel Call Center Set Up And Operation Manual

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Reports Explained

Summary Report

Figure 181: Summary Report shows an example Summary Report.

Figure 181: Summary Report

This report displays a summary of key Call Center statistics over the period of the report, broken
down into one Hour, Day, and Month time slots.
The Summary Report provides a quick, one-report summation of the performance and activity of
the Skillsets it includes.
A figure-based and an average-based table are provided above a profile, which spans the report
period. For each unit, the number of Incoming Calls, Answered Calls, Abandoned Calls, Calls
Handled in another Skillset, Outgoing Calls and Unstaffed Calls are shown, together with the
Grade of Service, expressed as a percentage.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)