Glossary of Terms
Abandon Time Bins | A series of six time steps used in the statistical analysis of Abandoned |
| Calls. Nortel Networks Call Center Reporting will provide statistical |
| reports on the percentage of incoming calls abandoned within each of |
| the periods specified in the chosen Abandoned Time Bins. A seventh |
| period is also used in the reports, which gathers information on all |
| calls which abandoned after the period specified by the sixth |
| Abandoned Time Bin. |
Agent Status | The ‘state’ of an Agent who is logged into the Call Center. The states |
| in which an Agent is displayed in the Real Time screens are: |
| Available which is shown in blue; on an Incoming Call (including |
| Break Time) which is shown in Green; on an Outgoing Call which is |
| shown in Yellow; Not Ready (including being on an internal call) |
| which is shown in Grey. Note that such actions as making an |
| Outgoing Call whilst already in the Incoming or Not Ready states will |
| not change the displayed state of the Agent: they will still be displayed |
| as Incoming or Not Ready, respectively. |
Alarm Threshold | Alarms may be set to trigger an alert on the wallboards, to inform your |
| Agents of some event or circumstance. The value which a parameter |
| must reach, match or exceed to trigger an Alarm is the Alarm |
| Threshold. |
Answered Time Bins | A series of six time steps used in the statistical analysis of Answered |
| Calls. Nortel Networks Call Center Reporting will provide statistical |
| reports on the percentage of incoming calls answered within each of |
| the periods specified in the chosen Answered Time Bins. |
| A seventh period is also used in the reports, which gathers information |
| on all calls which were answered after the period specified by the |
| sixth Answered Time Bin. |
Available State | For a Line: The Line is not in use. |
| For an Agent: The Agent is ready to take Incoming Calls. |
| The Available State is shown as Blue in the Real Time Screens. |
Break Time | The period allocated to Agents |
| (also called Wrap Up and Post Call Completion). |
Call Center platform | The Call Center product which handles the call distribution and |
| Agents handling for your Call Center. The unit to which Nortel |
Issue 07 | Nortel Networks Call Center Reporting Set Up and Operation Guide |
