Call Profile Report; Figure 183: Call Profile 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
Call Profile Report
Figure 183: Call Profile Report shows an example Call Profile report.
Figure 183: Call Profile Report
This report provides a profile of the Call Transactions within the Call Center, broken down into
Hour, Day, and Month.
This report demonstrates numbers of calls presented to the Skillsets in the report, and the number
Answered, Abandoned, Answered by Agents, Voice Mail, Operator, Overflow Agents, Non-
Agents and Other Skillsets during a report period. It also presents the Grade of Service,
expressed as a percentage.
This report can be used to determine the fate of calls profiled in a report. A Call Profile report
can indicate the number of calls in various time slots and if calls are Answered by Agents in a
Skillset, for example.
Reporting for Call Center Setup and Operations Guide
Issue 02 (15)
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