Figure 182: Summary Report Graphs Page - Nortel Call Center Set Up And Operation Manual

Reports Explained 247
The Summary Report includes six graphs, shown in Figure 182: Summary Report Graphs Page.

Figure 182: Summary Report Graphs Page

Each graph is a bar chart profile of the report period. This graph allows data correlations to be
highlighted and then investigated using other, more detailed reports.
If, for example, this report showed a very high number of Outgoing Calls made at the same time
as the highest number of Abandoned Calls, the report would indicate that investigation is
required in this matter.
Presenting the information in this fashion makes such anomalies easy to spot, enabling the
Supervisor to then look further into the matter.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide