Nortel Call Center Set Up And Operation Manual page 283

Calls Presented........... The counts all of the calls that were presented to a Skillset, both Direct
Direct Call.................. From the point of view of any given Skillset, Direct Calls are calls that
Calls Handled In
Another Skillset ......... Calls that have left a Skillset and entered another Skillset because of an
Indirect Call ............... From the point of view of any given Skillset, Indirect Calls arrived in the
Grade of Service ........ The Grade of Service is a figure that is used to represent the level of
Presented
Abandoned
>Secondary
G of S% =
Incoming State ........... The Agent is engaged on an Incoming Call Center Call, either a PSTN
Issue 02 (15)
(a 'regular Call Center call' delivered straight into the Skillset,) and
Indirect, which means the Call arrived in the Skillset in some other way.
were presented directly to that Skillset. That is, the incoming caller was
handled by the Call Routing and was presented by the Call Routing
directly to the Skillset in question.
Overflow Rule or any other Routing Condition or Step. The fate of
these calls is then recorded in the reports for the Skillset they have
moved to – not in the Skillset they leave.
Skillset after being handled by the Call Routing or Agents of another
Skillet. For example, they may have overflowing from another Skillset
or may have been manually transferred to the Skillset queue by an Agent
from another Skillset. Any way a Call can arrive into a Skillset other
than being a regular Call Center Call presented Directly to the Skillset
(as described above) is counted as an Indirect Call. Whether the call
overflowed to the Skillset in question, or was moved to the Skillset by
the Move to Queue Call Routing step, or whether it was manually
transferred to the Skillset Control Dn, it is counted as an Indirect Call.
service provided to incoming callers, based upon Call Center response
times. It is calculated as follows:
= Total Number of Direct Call
transactions Presented to the Skillset
= Calls which Abandoned
= Calls transactions answered after the
Secondary Alert
Presented - Abandoned – >Secondary
Presented
or a Multimedia call. The Incoming State is shown as Green in the Real
Time Screens. If an Agent has been on an Incoming Call in excess of
the Incoming Call Duration Threshold their timer will be displayed
against a Red background.
Reporting for Call Center Setup and Operations Guide
Glossary 269
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