Avaya Call Center Reporting 3.0 Manual de usuario descargar pdf (Pagina 71)

anagement Reports

Call Profile Report

The Call Profile Report tracks the key performance statistics of your call center over a period of

time. Peaks and troughs in traffic levels and service offered can be easily identified. Depending

upon the time period selected for the report, and any Traffic Analysis settings, information will

be shown either for every half-hour, hour or day. The information is shown for lines only.

Call Profile Report – Numerical View

The line information contained within the Numerical Call Profile Report includes:

Title Description

TOTAL CALLS – IN Total number of incoming calls received.

TOTAL CALLS – OUT Total number of outgoing calls made.

INCOMING CALLS - ANS. Total number of incoming calls answered.

INCOMING CALLS -

ABD.

Total number of incoming calls abandoning.

AVERAGE TIME –

WAITING

Average time a caller waited before being answered.

AVERAGE TIME -ABD. Average time a caller waited before abandoning.

GOS % The Grade of Service figure - the percentage of calls

answered within your service target time.

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Avaya Call Center Reporting 3.0 Manual de usuario Pagina 71