88Glossary of Terms
| Networks Call Center Reporting is connected and receives the Real |
| Time data from. |
| The supported Call Center platforms are: the Business |
| Communications Manager 2.5 and the CallPilot 100/150. |
Call Queue | When there are no Agents Available in a Skillset to receive Incoming |
| Calls the Call Center platform will hold these Incoming Calls in a |
| queue. As Agents become available the queued calls will be |
| distributed. Each Skillset has a Call Queue. |
Exchange Line UtilizationThe amount of time that the Lines which have been Uploaded from the Call Center have been in use on Incoming or Outgoing calls, either by Agents or by
Grade of Service | The Grade of Service is a figure which is used to represent the level of | ||
| service provided to incoming callers, based upon Call Center response | ||
| times. |
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| It is available within the Hourly, Daily, Weekly and Monthly reports, | ||
| and is expressed as a percentage. It is calculated as follows: | ||
| Answered | = | Total Number of Calls Answered |
| Abandoned | = | Calls which Abandoned |
| Service | = | Calls answered after the Service |
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| Threshold |
| G of S% = | Answered – Service |
| x 100 |
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| Answered + Abandoned |
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Incoming State | For a Line: The Line has an Incoming Call on it which has been | |||
| answered. |
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| For an Agent: The Agent is engaged on an Incoming Call, or is still in | |||
| the Break Time from their previously handled Incoming Call. | |||
| The Incoming State is shown as Green in the Real Time Screens. If an | |||
| Agent has been on an Incoming Call in excess of the Incoming Call | |||
| Duration Threshold he is displayed in Red. |
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Master directory | Installation directory of the Nortel Networks Business |
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| Communications Manager 2.5 or CallPilot 100/150 Call Center | |||
| Reporting Master Client. |
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Not Ready State | For Agents only: Either the Agent has entered the Not Ready state to | |||
| indicate they are not Available to take calls or the Call Center has | |||
| placed them in the Not Ready state because a call was unanswered at | |||
| their handset or the Agent is active on an internal call. |
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Nortel Networks Call Center Reporting Set Up and Operation Guide | Issue 07 |
