58Management Reports
occupied on one call, and each Agent has a call allocated to them (of shorter duration than the duration allocated to the Line).
If an Agent transfers a call back into the Skillset this will count as a new call for the Skillset.
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Please note, the Line stats and the Agents are likely to be different.
For example, if you have 3 incoming calls to a given skillset and 2 of these are answered by the Agents in that skillset but the third overflows to another skillset and is answered by an Agent in the other skillset, your Line stats will show 3 answered calls but your Agent stats for that skillset will show 2 answered calls.
Likewise, the Line stats will include any outgoing call made on the Call Center Lines, whether made by an Agent or by a
Also, if the Agents make outgoing calls on Lines which are not Call Center Lines, you may see that your Agents have made more outgoing calls than your Call Center lines have carried. The difference is the number of calls made by your Agents on
Accessing Current Reports
Current Reports provide you with data for either the current hour or the current day to date. They may be viewed on screen, and printed if required.
To access a Current Report:
1.Click
2.Select Current Reports.
3.Click Hourly… or Daily…as required.
The Report Manager window will now open and the title bar will reflect your selection. Refer to the section on Report Manager later in this chapter for details on how to view individual reports.
Accessing Historical Reports
Historical Reports allow you to specify a period to report on which may be outside of the current day. The time period required is selected from a calendar. Note that if you use the Calendar to select today’s date, then the Daily and Hourly reports that you will be able to generate are the same as those you can access from the Current Reports menu options or tool bar icons. If you
Nortel Networks Call Center Reporting Set Up and Operation Guide | Issue 07 |