Management Reports 71
Call Profile Report
The Call Profile Report tracks the key performance statistics of your call center over a period of time. Peaks and troughs in traffic levels and service offered can be easily identified. Depending upon the time period selected for the report, and any Traffic Analysis settings, information will be shown either for every
Call Profile Report – Numerical View
The line information contained within the Numerical Call Profile Report includes:
Title | Description |
|
|
TOTAL CALLS - IN | Total number of incoming calls received. |
TOTAL CALLS - OUT | Total number of outgoing calls made. |
INCOMING CALLS - ANS. | Total number of incoming calls answered. |
INCOMING CALLS - | Total number of incoming calls abandoning. |
ABD. |
|
AVERAGE TIME - | Average time a caller waited before being answered. |
WAITING |
|
AVERAGE TIME | Average time a caller waited before abandoning. |
GOS % | The Grade of Service figure - the percentage of calls |
| answered within your service target time. |
Issue 07 | Nortel Networks Call Center Reporting Set Up and Operation Guide |
