Nortel Networks P0919439 Manual de usuario descargar pdf (Pagina 59)

Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide

Management Reports

Introduction

Nortel Networks Call Center Reporting automatically collects and collates statistical data from

the Call Center. From this data, Nortel Networks Call Center Reporting produces a

comprehensive range of management reports to help you manage the performance of your call

center.

The reports are updated and stored on the hard disk of your PC and can be viewed on the screen

or printed as a hard copy. The information can be accessed from the two operational levels:

• System level - these reports provide information on the performance of the complete

Call Center system. The reports show the totals for each Skillset.

• Skillset level - these reports provide information on the performance of individual

Skillsets. The reports show the details for each individual line and individual agent in

the Skillset.

The operational level of the reports which you can see or print is dictated by the level into which

you have Logged In.

If you Logged In as the System Manager (900) then you will be able to access reports at the

System level, and, by using the Sign-Through option you will be able to access reports at the

Skillset level too. If you Logged In (or Signed Through to) to a Skillset Level (901 … 950) you

will be able to access reports at the Skillset level only, and only for the Skillset you are in.

The ability to select either the current day’s information (Current Reports) or a period of time

now passed (Historic Reports) can further define the reports. In fact, any individual hour, day,

week or month can be viewed using Nortel Networks Call Center Reporting.

General Notes on the Report Statistics

If an Agent is signed into the Call Center for a period which passes over midnight, his total sign

in duration and available time will appear in the reports for the day in which he signed in. His

activity breakdown (Incoming, Outgoing, Not Ready, etc) will appear in the reports throughout

his signed-in period.

Each time an Agent seizes a Line, Call Center Reporting will consider this as an Outgoing Call,

whether the call is successful or not.

For accuracy, the Line Stats and the Agent Stats are tracked separately. So if An Agent transfers

a call to another Agent who then completes the call, the reports will show that the line was

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Nortel Networks P0919439 Manual de usuario Pagina 59