Nortel Networks P0919439 manual Title Description

Management Reports 65

Incoming Call Report – Numerical View (System level)

The line information includes:

Title	Description
TOTAL IN	Total number of incoming Call Center calls.
INCOMING CALLS - ANS.	Number of incoming calls answered.
INCOMING CALLS -	Number of incoming calls that abandon.
ABD.
INCOMING CALLS - OUT	Number of incoming calls received during the “out” mode of
	operation.
ANSWERED CALLS - <T	The number of incoming calls answered before the configured Call
	Waiting Alarm (Primary Alert) time has elapsed.
ANSWERED CALLS - >T	The number of incoming calls answered after the configured Call
	Waiting Alarm (Primary Alert) time has elapsed, but before the
	Service Target (Secondary Alert) has been reached.
>S	The number of incoming calls answered after the configured Service
	Target (Secondary Alert) time has elapsed.
OVERFLOW	Number of incoming calls that overflow to another Skillset.
ANS. - OTHERS	Number of incoming calls answered by non-Call Center extensions.
G.O.S.	The Grade of Service being offered to incoming callers.

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide