54Real Time information
Number of calls waiting
Number of calls waiting > alarm
Number of outgoing calls in progress
Number of incoming calls in progress
Queue time for the oldest waiting call
The mode of operation (In or Out)
System Numerical Real Time – Agents
Skillset name
Number of agents currently available
Number of agents on incoming calls
Number of agents in the not ready state
Number of agents on outgoing calls
Number of abandoned calls (15 min period)
Grade of Service offered (15 min period)
Skillset level
If you have Logged In at Skillset Level (901 … 950) or have used the
Selecting the Real Time opens three Windows.
Skillset Real Time - Chart - provides a pie chart view of the current status of lines and agents in the Skillset.
Above the pie charts is a legend explaining what the colours shown on the pie charts represent. Note that the Waiting (light blue) and > Alarm (Red) colours are used to represent calls that are waiting, and those that have waited in excess of the Alarm Threshold. These colours will only appear in the Line pie chart, and will not appear in the Agent pie chart.
Agents that have remained within the Not Ready, Incoming or Outgoing states in excess of the Real Time thresholds will be shown in red in the Skillset Real Time – Agents window.
Skillset Real Time - Agents - provides a graphical status of all agents in the Skillset with the current duration.
Note that agents remain in the Incoming State (green) until their Break Time (Post Call Completion) has expired.
Skillset Real Time - Status - provides numerical information on the status of the traffic on the lines, agent activity and level of service being offered.
Nortel Networks Call Center Reporting Set Up and Operation Guide | Issue 07 |
