68Management Reports
| Title | Description |
|
|
|
| WAITING TIME | 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 |
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 | Issue 07 |
