50Statistical settings
Real Time tab
Agent Status Alarm
The times input into the first three boxes are used to alert a System manager when an agent has been on an activity longer than required. The alarm condition is shown on the Real Time screens by changing the color of the agent in that state to red, after the time duration is exceeded.
Use the tab key to move between each of the three boxes to enter the alarm times for Incoming Calls, Outgoing Calls and Not Ready. Enter the times in the format: mm:ss.
Call Waiting Alarm
If any incoming call is held in the Skillset call queue longer than this alarm time, Time (>T), then the waiting call will appear in red on the Real Time screens. This setting is also shown in the management reports produced by Nortel Networks Call Center Reporting. It is good working practice for the time entered here to be the same as the Primary Alert in the Call Center programming. This ensures that when an alarm condition exists in the Call Center, that alarm condition is also reported by Nortel Networks Call Center Reporting.
Service Target
This time is used to calculate the Grade of Service figure. It is good working practice for the time entered here to be the same as the Secondary Alert in the Call Center programming. The Grade of Service figure is displayed in the Real Time screens, and is shown in many of the management reports.
The Grade of Service figure is shown as a percentage of calls answered within the target time, and quantifies the level of service offered to incoming callers.
Traffic Analysis tab
This option allows for the information in the Call Profile Report and Summary Report to be displayed in increments of either ½ hour or one hour time periods.
Peak tab
This option allows for the statistical peaks, recorded in the Summary Report to be automatically reset. The option can be disabled or reset on either a weekly, monthly or yearly basis. Monthly peaks will be reset on the last day of the month. Yearly peaks will be reset at midnight on the last day of the selected month.
Average tab
This option enables the statistical averages, recorded in the Summary Reports to be automatically reset. The option can be disabled or reset on either a weekly, monthly or yearly basis.
Nortel Networks Call Center Reporting Set Up and Operation Guide | Issue 07 |
