Avaya Call Center Reports Explained Manual de usuario descargar pdf (Pagina 14)

Reports Explained

Reports Explained Issue 1 (2)

specified in Nortel Networks Reporting for Call Center ( see the Nortel Networks Reporting for

Call Center Set Up and Operations Guide).

Six time bins are specified, and a seventh is appended automatically, which captures all values

higher than the sixth Time Bin.

In this example, the time bins have been set in steps of 10 seconds, up to one minute. The

seventh time bin will capture any call that was answered after waiting in excess of one minute.

By looking at the figures of the answered Call Report the Supervisor of a Skillset can tell how

long the calls that were answered by their Skillsets had to wait before they were answered.

In this example the large data values in the first and last Time Bins indicate that incoming callers

are, in general, answered within 10 seconds, or else they face a wait of over a minute. Very few

calls that are not answered within 10 seconds are answered before a wait of at least a minute.

This is probably a function of the average length of the calls and the number of callers the Call

Center has.

• The average length of the calls can be checked by looking at the Call Average Report

(see Page 19).

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Avaya Call Center Reports Explained Manual de usuario Pagina 14