Nortel Call Center Set Up And Operation Manual page 5

Instant Messages.............................................................................................................134
Reports .................................................................................................................... 138
Reports Introduction ...................................................................................................................138
General..................................................................................................................................138
Fundamental Concepts...............................................................................................................138
Report Periods.......................................................................................................................138
Skillset Selection....................................................................................................................138
Private Switched Telephone Network Call (PSTN) and Multimedia Calls ................................139
Direct Calls ............................................................................................................................139
Indirect Calls..........................................................................................................................139
Calls and Call Transactions....................................................................................................139
Call Transactions and the Direct and Indirect Calls.................................................................139
In-Progress Calls ...................................................................................................................140
Report Concepts.........................................................................................................................141
Report Headers .....................................................................................................................141
Report Viewer Toolbar ...........................................................................................................141
Printing a Report....................................................................................................................142
Exporting a Report .................................................................................................................143
File Format ......................................................................................................................143
Exported File Name and Location ....................................................................................144
Page Range ....................................................................................................................144
Exporting the Report ........................................................................................................144
Report Magnification ..............................................................................................................145
Report Navigation ..................................................................................................................145
Searching for Text within a Report .........................................................................................145
Using the Reports .......................................................................................................................146
Get latest Call Center Data Button .........................................................................................147
Answered Calls Report ..........................................................................................................147
Abandoned Call Report..........................................................................................................149
Abandoned Calling Line ID Report .........................................................................................152
Agent Capacity Report ...........................................................................................................155
Help Request Report .............................................................................................................157
Call Average Report...............................................................................................................160
Agent Average Report ...........................................................................................................163
Agent Profile Report...............................................................................................................166
Agent Activity Report .............................................................................................................170
Agent Audit Report.................................................................................................................174
Activity Code Report by Skillset..............................................................................................179
Activity Code Report by Agent................................................................................................184
Activity Code Report by # of Pegs ..........................................................................................189
Summary Report....................................................................................................................194
Summary Report Table ....................................................................................................197
Summary Report Graphs .................................................................................................198
Call Profile Report..................................................................................................................199
Call Profile Report Table ..................................................................................................201
Call Profile Report Graph .................................................................................................203
Incoming Call Report .............................................................................................................204
Incoming Call Report Table..............................................................................................207
Incoming Call Report Graph.............................................................................................208
Unanswered Help Request Report .........................................................................................210
Agent Average Report by Agent.............................................................................................213
Agent Activity Report by Skillset.............................................................................................216
System Configuration Report .................................................................................................220
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
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