Nortel Networks P0919439 Manual de usuario descargar pdf (Pagina 66)

Management Reports

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

Abandoned Call Report

The Abandoned Call Report shows the total number of calls that had abandoned, and the

percentage of calls that had abandoned in the time frames configured in the Abandon Time Bins.

Only line information is shown, as these calls had abandoned prior to being answered by agents.

Abandoned Call Report – Graphical View

Incoming Call Report

The Incoming Call Report shows how your call center handles incoming calls.

It shows the calls answered before the Alarm Threshold (<T) , after the Alarm Threshold (>T)

(but before the Service Level Threshold), after the Service Level threshold (>S) and any calls

that abandoned. The report shows both line and agent information.

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Nortel Networks P0919439 Manual de usuario Pagina 66