Incoming Call Report; Figure 185: Incoming Call Report - Nortel Call Center Set Up And Operation Manual

250
Reports Explained

Incoming Call Report

Figure 185: Incoming Call Report shows an example Incoming Call report.

Figure 185: Incoming Call Report

This report provides an overview of the incoming calls into the Call Center, for a selection of
Skillsets
The Incoming Call Report relates to Incoming Direct and Indirect Calls, not Call Transactions
(see Page 139).
This report provides a consolidated one-line summary of the call traffic into the Skillsets
included in the report, and the call handling of that traffic.
This report can be used to determine how many calls (Direct and Indirect) were presented to the
Skillsets, and how many were Answered and Abandoned.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)