Agent Average Report By Agent; Figure 188: Agent Average Report By Agent - Nortel Call Center Set Up And Operation Manual

Agent Average Report by Agent

Figure 188: Agent Average Report by Agent shows an example Agent Average Report by Agent.
This report displays Agent activity, grouped by Agent then broken down by Skillset.
This report reviews the work each Agent has performed in each Skillset they have logged into. A report may
include a single Skillset or multiple Skillsets.
If an Agent is logged into more than one Skillset and those Skillsets are included in the Report, then the activities of
the Agent are segregated so that the work in each Skillset is separately displayed.
Note: If an Agent was not logged into one of the selected Skillsets, they may still have
activity associated with one of the selected Skillsets. For example, they may have
received overflow calls or received a call manually transferred to them from an Agent
Issue 02 (15)

Figure 188: Agent Average Report by Agent

Reporting for Call Center Setup and Operations Guide
Reports Explained 253