Figure 184: Call Profile Report Graph Page - Nortel Call Center Set Up And Operation Manual

Reports Explained 249
The Call Profile Report can also be used to help determine staffing levels and call peaks on a
particular day or for a particular period.
A Call Profile report that spans several weeks will identify whether a call peak is a general trend
in an average week, and may indicate a need for higher staff availability on certain days.
Activity Codes can also be used to track the publication that contained the advertisement callers
are responding to.
A Call Profile report can also be used to judge the effectiveness of a marketing campaign. A
report covering one period for a number of previous years can be compared with a report for the
year of the marketing campaign.
An example of a Call Profile report graph page is shown in Figure 184: Call Profile Report
Graph Page.

Figure 184: Call Profile Report Graph Page

Issue 02 (15) Reporting for Call Center Setup and Operations Guide