Avaya Call Center Reports Explained Manual de usuario Pagina 1

Reports Explained Reporting for Call Center report descriptions and usage Issue 1 (2)

Introduction Reports Explained Issue 1 (2) 6Figure 2 Report Viewer Toolbar Note: The Preview Tab is a label informing you that you are viewing a p

Introduction 7Issue 1 (2) Reports Explained Figure 4 Export Report Window File Format Select the desired format from the File Format: drop down men

Introduction Reports Explained Issue 1 (2) 8If you click on the Browse button an explorer style tool allows you to browse to the desired location i

Reports Explained 9Issue 1 (2) Reports Explained Reports Explained Answered Calls Report Figure 5 Answered Calls Report The Answered Call Report

Reports Explained Reports Explained Issue 1 (2) 10specified in Nortel Networks Reporting for Call Center ( see the Nortel Networks Reporting for Ca

Reports Explained 11 Issue 1 (2) Reports Explained Abandoned Call Report Figure 6 Abandoned Call Report The Abandoned Call Report shows the total

Reports Explained Reports Explained Issue 1 (2) 12In this example, the time bins have been set in steps of 10 seconds, up to one minute. The seven

Reports Explained 13 Issue 1 (2) Reports Explained Abandoned Calling Line ID Report Figure 7 Abandoned Calling Line ID Report The Abandoned Calling

Reports Explained Reports Explained Issue 1 (2) 14and to make use of your services) or perhaps the report could be checked for the Calling Line ID

Reports Explained 15 Issue 1 (2) Reports Explained Agent Capacity Report Figure 8 Agent Capacity Report The Agent Capacity Report shows how often,

Reports Explained Reports Explained Issue 1 (2) 16This is not the same as summing all of the Skillset values. The Total figure in the report repre

Reports Explained 17 Issue 1 (2) Reports Explained Help Request Report Figure 9 Help Request Report The Call Center Supervisory Help feature is int

Reports Explained Reports Explained Issue 1 (2) 18particular caller, it might be decided that all Agents are Informed to transfer that particular c

Reports Explained 19 Issue 1 (2) Reports Explained Call Average Report Figure 10 Call Average Report This report can be used to determine the appro

Reports Explained Reports Explained Issue 1 (2) 20Agent Average Report Figure 11 Agent Average Report The Agent Average Report allows you to compar

Reports Explained 21 Issue 1 (2) Reports Explained If an Agent is taking far less time to deal with their Incoming Calls, perhaps they are just fas

Reports Explained Reports Explained Issue 1 (2) 22Agent Profile Report Figure 12 Agent Profile Report This report shows the actual figures and dura

Reports Explained 23 Issue 1 (2) Reports Explained !Note if you request this report for (say) Skillset 1, you will receive a report listing all of

Reports Explained Reports Explained Issue 1 (2) 24Agent Activity Report Figure 13 Agent Activity Report This report shows the durations for a range

Reports Explained 25 Issue 1 (2) Reports Explained Agent Audit Report Figure 14 Agent Audit Report This report provides a detailed breakdown of the

Table of Contents Table of Figures...1 How to use this guide ...

Reports Explained Reports Explained Issue 1 (2) 26Activity Code Report by Skillset Figure 15 Activity Code Report This report shows the Activity Co

Reports Explained 27 Issue 1 (2) Reports Explained Activity Codes can be used to represent Agent activity as a result of a call, for example, Activ

Reports Explained Reports Explained Issue 1 (2) 28Activity Code Report by Agent Figure 16 Agent Activity Code Report by Agent This report shows the

Reports Explained 29 Issue 1 (2) Reports Explained Activity Codes can be used to identify different types of call. For example, a Help Desk could

Reports Explained Reports Explained Issue 1 (2) 30Activity Code Report by # of Pegs Figure 17 Agent Activity Code Report by Number of Pegs This rep

Reports Explained 31 Issue 1 (2) Reports Explained Activity Codes can be used to identify different types of call. For example, a Help Desk could

Reports Explained Reports Explained Issue 1 (2) 32Summary Report Figure 18 Summary Report The Summary report provides a quick one-report summation

Reports Explained 33 Issue 1 (2) Reports Explained Figure 19 Summary Report Graphs Page Each of the graphs shows a bar chart profile across the per

Reports Explained Reports Explained Issue 1 (2) 34Call Profile Report Figure 20 Call Profile Report This report shows a profile across the period

Reports Explained 35 Issue 1 (2) Reports Explained Generating a Call Profile report for several weeks prior to the first report will identify wheth

Reports Explained Reports Explained Issue 1 (2) 36Incoming Call Report Figure 22 Incoming Call Report The Incoming Call Report relates to Incoming

Reports Explained 37 Issue 1 (2) Reports Explained Unanswered Help Request Report Figure 23 Unanswered Help Request Report This report shows the He

References Reports Explained Issue 1 (2) 38References 1 McKay, David Reporting for Call Center Set Up and Operations Guide, Issue 1-09.

Index 39 Issue 1 (2) Reports Explained Index AAbandoned, 8, 11, 12, 13, 14, 33, 36 Abandoned Call, 8, 11, 12, 13, 14, 33 Abandoned Call Report, 11

Index Reports Explained Issue 1 (2) 40Report Viewer, 5, 6 Rich Text Format, 7 SSecondary Alert, 19, 36 Summary Report, 32, 33 Summary Report Graph,

Table of Figures 1 Issue 1 (2) Reports Explained Table of Figures Figure 1 Example Report Header ...

How To Use This Guide 2 Reports Explained Issue 1 (2) How to use this guide Introduction This guide is designed to explain the reports and how the

Introduction 3Issue 1 (2) Reports Explained Introduction Introduction In-Progress Calls Reports will only contain information regarding calls whic

Introduction Reports Explained Issue 1 (2) 4other way, such as overflowing from another Skillset or being manually transferred to the Skillset queu

Introduction 5Issue 1 (2) Reports Explained In-Progress Calls In-progress calls are not included in the reports. The reports will only display in