Glossary - Nortel Call Center Set Up And Operation Manual

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Glossary

Glossary
Abandoned Calls........ Abandoned Calls are calls that ring in to the system and the incoming
Abandon Time Bins ... A series of six time steps used in the statistical analysis of Abandoned
Administrator ............. A Nortel Networks Reporting for Call Center User who has been
Alarm Threshold ........ Alarms may be set to trigger an alert on the wallboards, to inform your
All Calls Held ............ If an Agent has placed all of their calls on hold, so that they have no
Answered Time Bins.. A series of six time steps used in the statistical analysis of Answered
Available State ........... The Agent is ready to take Incoming Calls. The Available State is
Break Time................. The period allocated to Agents following clear down of an Incoming
Calls Answered .......... 'Answered' means the Call was not abandoned, and it did not require the
Reporting for Call Center Setup and Operations Guide
caller clears down the call because they do not wish to wait any longer
before they are answered. These calls have not been handled by humans
or by voice mail.
Calls. Nortel Networks Reporting for Call Center will provide statistical
reports on the percentage of incoming calls abandoned within each of
the periods specified in the Abandoned Time Bins. A seventh period is
also used in the reports, which gathers information on all calls which
abandoned after the period specified by the sixth Abandoned Time Bin.
awarded Administration rights. These Users can configure core
elements of Nortel Networks Reporting for Call Center that regular
Users can not, and they can perform such actions as creating other
Users.
Agents of some event or circumstance. The value that a parameter must
reach, match or exceed to trigger an Alarm is the Alarm Threshold.
active calls, they will be shown in Magenta in the Real Time screens.
Calls. Nortel Networks Reporting for Call Center will provide statistical
reports on the percentage of incoming calls answered within each of the
periods specified in the Answered Time Bins. A seventh period is also
used in the reports, which gathers information on all calls that were
answered after the period specified by the sixth Answered Time Bin.
shown as Blue in the Real Time Screens.
Call Center Call (also known as Wrap Up and Post Call Completion).
Break Time is displayed in the Real Time Screens as Dark Green.
involvement of another Skillset in the handling of the call
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