Agent Activity Report By Skillset; Figure 189: Agent Activity Report By Skillset - Nortel Call Center Set Up And Operation Manual

Agent Activity Report by Skillset

Figure 189: Agent Activity Report by Skillset shows an example Agent Activity Report by
Skillset.
This report displays Agent activity for a selection of Skillsets grouped by Agent.
This report enables a review of the work in each Skillset. All of the Agents who have logged in to those Skillsets
included in the report are reviewed. Only the activity directly related to the appropriate Skillsets is displayed.
In the example in the figure, Agent 1, Agent 3 and Agent 10 have been logged into Skillset 1 only, so the report
reviews all three Agent's activities for Skillset 1. Conversely, if Agent 1 had also been logged into Skillset 3, the
report would review Agent 1's activity for each of these Skillsets.
Note: For calls that have been transferred to the Agent, Transferred appears at the start of
the line for that Agent. Likewise, if the Call Transaction was for an overflowed call,
Overflow appears at the start of the line for that Agent. Other will be shown for any
Issue 02 (15)

Figure 189: Agent Activity Report by Skillset

Reporting for Call Center Setup and Operations Guide
Reports Explained 255