Avaya Call Center Reporting 3.0 Manual de usuario descargar pdf (Pagina 66)

anagement Reports

Incoming Call Report – Numerical View (System level)

The line information includes:

Title Description

TOTAL IN Total number of incoming Call Center calls.

INCOMING CALLS - ANS. Number of incoming calls answered.

INCOMING CALLS -

ABD.

Number of incoming calls that abandon.

INCOMING CALLS - OUT Number of incoming calls received during the “out” mode of

operation.

ANSWERED CALLS - <T The number of incoming calls answered before the configured Call

Waiting Alarm (Primary Alert) time has elapsed.

ANSWERED CALLS - >T The number of incoming calls answered after the configured Call

Waiting Alarm (Primary Alert) time has elapsed, but before the

Service Target (Secondary Alert) has been reached.

>S The number of incoming calls answered after the configured Service

Target (Secondary Alert) time has elapsed.

OVERFLOW Number of incoming calls that overflow to another Skillset.

ANS. - OTHERS Number of incoming calls answered by non-Call Center extensions or

disconnected by Call Center.

G.O.S. The Grade of Service being offered to incoming callers.

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Avaya Call Center Reporting 3.0 Manual de usuario Pagina 66