Nortel Networks P0887496 Manual de usuario descargar pdf (Pagina 75)

P0887496 01 Norstar PC Console 1.1 User Guide

Generating reports

Norstar PC Console automatically collects information about incoming calls and tracks how

calls are processed. This important information is available through

Reports

to help spot

trends and provide answers to questions before they become problems.

Reports provide caller related information that can help to:

• increase sales opportunities

• improve productivity

• lower expenses

• streamline operations

For example, the report Calls by Customer shows how callers from your company’s top

customers are being handled. It addresses the question of whether calls are being taken by

employees or being routed to Norstar voice messaging.

Report types

There are three report types:

• Calls by Customers

• Calls to Employees

• Extension Directory

Calls by Customers report

This report shows how calls from your customers are handled by your employees. Each

employee report can identify as many customers as necessary. Calls are distributed by

destination which shows the number of calls taken by the employee, routed to Norstar voice

messaging or handled by others. Of total calls from each customer, the percentage of calls by

destination is also indicated allowing review of call taking effectiveness.

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Nortel Networks P0887496 Manual de usuario Pagina 75