66 Management Reports
The agent information includes:
Title | Description |
|
|
TOTAL CALLS - ANS | Total number of incoming calls answered by agents. |
TOTAL CALLS - OUT. | Total number of outgoing calls made by agents. |
ANSWERED CALLS - <T | Number of incoming calls answered by agents before the |
| configured Call Waiting Alarm (Primary Alert) time has |
| elapsed |
ANSWERED CALLS - >T | Number of incoming calls answered by agents after the |
| configured Call Waiting Alarm (Primary Alert) time has |
| elapsed |
Number of incoming calls answered by agents that | |
| overflowed in from other Skillsets. |
Agent Activity Report
The Agent Activity Report shows the total amount of time that agents spend logged in to the Call Center, and the proportion of that time spent on activities such as incoming calls, outgoing calls and in the Not Ready state. The agent window is the only window displayed, as there is no line information associated with this report. When viewed from a Skillset level, individual agent details are displayed. Skillset totals are available from the System level.
Agent Activity Report – Numerical View (Skillset level)
Nortel Networks Call Center Reporting Set Up and Operation Guide | Issue 07 |
