Nortel Networks Welding System P0919439 User Manual
Management Reports
Nortel Networks Call Center Reporting Set Up and Operation Guide
Issue 07
66
The agent information includes:
Title Description
TOTAL CALLS - ANS
Total number of incoming calls answered by agents.
TOTAL CALLS - OUT.
Total number of outgoing calls made by agents.
ANSWERED CALLS - <T
Number of incoming calls answered by agents before the
configured Call Waiting Alarm (Primary Alert) time has
elapsed
configured Call Waiting Alarm (Primary Alert) time has
elapsed
ANSWERED CALLS - >T
Number of incoming calls answered by agents after the
configured Call Waiting Alarm (Primary Alert) time has
elapsed
configured Call Waiting Alarm (Primary Alert) time has
elapsed
OVER-FLOW
Number of incoming calls answered by agents that
overflowed in from other Skillsets.
overflowed in from other Skillsets.
Agent Activity Report
The Agent Activity Report shows the total amount of time that agents spend logged in to the
Call Center, and the proportion of that time spent on activities such as incoming calls, outgoing
calls and in the Not Ready state. The agent window is the only window displayed, as there is no
line information associated with this report. When viewed from a Skillset level, individual agent
details are displayed. Skillset totals are available from the System level.
The Agent Activity Report shows the total amount of time that agents spend logged in to the
Call Center, and the proportion of that time spent on activities such as incoming calls, outgoing
calls and in the Not Ready state. The agent window is the only window displayed, as there is no
line information associated with this report. When viewed from a Skillset level, individual agent
details are displayed. Skillset totals are available from the System level.
Agent Activity Report – Numerical View (Skillset level)