Nortel Networks P0919439 manual System Capacity Report

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68Management Reports

	Title	Description

	WAITING TIME -CALLS	Number of incoming calls answered.
	WAITING TIME – AVERAGE	Average waiting time prior to being answered.
	INCOMING CALL TIME – CALLS	Number of incoming calls answered.
	INCOMING CALL TIME – AVERAGE	Average duration of an incoming call.
	ABANDONED CALL TIME – CALLS	Number of incoming calls that abandon.
	ABANDONED CALL TIME –	Average time a caller waits before abandoning.
	AVERAGE
The agent information includes:

Title	Description

INCOMING CALL TIME – CALLS	Number of incoming calls answered by agents.
INCOMING CALL TIME – AVERAGE	Average duration of an agent incoming call.
OUTGOING CALL TIME – CALLS	Number of outgoing calls made by agents.
OUTGOING CALL TIME – AVERAGE	Average call duration time of an agent outgoing
	call.
BREAK TIME – CALLS	The number of times an Agent was placed in
	Break Time.
BREAK TIME – AVERAGE	Average duration of each post-call break time.

System Capacity Report

The System Capacity Report shows how often, and for how long, the call center was working at its maximum capacity. The line information shows the number of occasions when all lines were busy, together with the total amount of time for which this condition prevailed. (Note that this only includes Lines which are uploaded from the Call Center, therefore Target Lines are not added to these totals.)

The agent information shows the number of times that there were no agents available and the total amount of time for these periods.

Note that the System Capacity entries represent the cumulative amount of time for those periods in which all Lines were in use or all active Agents were unavailable, across all Skillsets. This is not the same as summing all of the Skillset values. The System Capacity figure in the report represents those times when portions of the individual Skillset maximum capacity periods overlapped with those from all other skillsets. For example, the following section from a report shows two skillsets and a System Capacity:

System Capacity
Entire System	2	00:35
Skillset
Sales	3	01:25
Support	4	02:15

This shows that on 3 three occasions all Lines in Sales were in use, and the total time for these three periods adds up to 1:25. Likewise, Support had all of their Lines busy for 4 periods

Nortel Networks Call Center Reporting Set Up and Operation Guide

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Contents Return Page Table of contents Wallboards Configuring Nortel Networks Call Center ReportingStatistical Settings Real Time InformationStatistical Data into Microsoft Excel Upgrading from version 2.5 GA to 2.5 Feature PackGlossary of Terms Index Page Introduction How to use this guideHow this guide is organized Other documents System Overview System softwarePC requirements Operational at all timesOperating System Compatibility Operating System VersionPage Installing Nortel Networks Call Center Reporting Installation prerequisitesTCP/IP Protocol Configuration tab displayed Connection iconChoose Destination Location window appears Want to be able to give others access to my files Master Client PC File SharingInstalling Nortel Networks Call Center Reporting Installing Nortel Networks Call Center Reporting Choose Destination Location window appears Applying Security to the Call Center Reporting Shared Folder Connecting to a Protected Shared Folder from a Client PC Installing Nortel Networks Call Center Reporting Troubleshooting Nortel Networks Call Center Reporting Click Control Panel Click System Select the Environment TabClick the Environment Variables button Agent or Line State ColourInstalling Nortel Networks Call Center Reporting Page Starting Nortel Networks Call Center Reporting Using Nortel Networks Call Center ReportingEntering Nortel Networks Call Center Reporting Log Select Level and click Log-Out & Exit… Closing the RDB Server on the Master Client PC Call Center Reporting Main WindowLevel Management-Info ViewSystem System Manager level only WindowHelp Page Configuring Nortel Networks Call Center Reporting Company Configure window tabsSkillsets Lines Agents Stat Time Bin PasswordWallboard Wallboards Wallboard configuration Wallboard installationWallboards Wallboard Settings Select PropertiesWallboard Parameters Abbreviation DescriptionWallboard Parameter window Wallboard Messages, Alarms and Schedules Wallboard MessagesCreating a Wallboard Message Wallboard Alarms Wallboard Schedules Editing a Wallboard Schedule Page Statistical Set Up Statistical SettingsSelect Statistical Set Up Peak tab Real Time tabTraffic Analysis tab Average tabReal Time screens Real Time InformationSystem level Real Time information System Graphical Real Time Lines Skillset level System Numerical Real Time AgentsSkillset Real Time Chart Service Status General Notes on the Real Time DisplaysManagement Reports General Notes on the Report StatisticsAccessing Historical Reports Accessing Current ReportsSelect Current Reports Management Reports File Report Manager windowReport Viewing Reports Report Types Answered CallAnswered Call Report Numerical View System level Abandoned Call Report Incoming Call ReportTitle Description Agent information includes Agent Activity ReportAverage Time Report System Capacity Report Management Reports ALL Lines Busy Call Profile Report Agent Profile Report Summary Report Printing reports Abandoned Caller ID Report Click on Abandoned Caller ID Report…Abandoned Caller ID Report Information displayed includes Configuration Report Click Configuration ReportPrint Schedule Management Reports Management Reports Location of the Statistical Database Files Statistical Database File Naming ConventionsLooking at the Statistical Data with Microsoft Excel Management Reports Page Upgrading from version 2.5 GA to 2.5 Feature Pack Upgrade ProcessManagement Reports Glossary of Terms Time data from TCP/IP Alarm Threshold Index Index Index