Management Reports 73
Summary Report
The objective of the Summary report is to provide, on a single page, a complete summary of the Call Center activity and performance during the defined period. The period covered by the report can be daily, weekly or monthly.
Note that this report only looks at the Call Center Lines. (See the description on Page 58 of the possible differences between Agent and Line stats).
The report highlights key statistics such as abandoned calls, Grade of Service and call waiting times. The Last, Peak and Average performance figures are shown for comparison.
The Last figures are the figures of a single previous period. For example, if the Summary Report is a daily Summary report looking at a Tuesday, the Last figures will be for the previous Tuesday.
The Average figures are the averages of all previous periods, excluding the period of the current report. For example, if the Summary Report is a daily Summary report looking at a Tuesday, the Average figures will be for all previous Tuesdays, excluding the current Tuesday on which the report was viewed.
The Peak figures are the figures for the previous period which had the highest number of Incoming Calls.
For example, if the Summary Report is a daily Summary report looking at a Tuesday, the Peak figures will be for the Tuesday which had the highest recorded count of Incoming Calls.
(The other figures in the Peak Column are the other statistics for that particular period, they are not necessarily ‘peak’ values in themselves.)
The Exchange Line Utilisation figure represents the amount of time that the Lines were in use, either incoming or outgoing, and both by Call Center Agents and
(Note that this only includes Lines which are Configured within Call Center Reporting – Target Lines etc are not added to these totals.)
Issue 07 | Nortel Networks Call Center Reporting Set Up and Operation Guide |
