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Avaya Call Center Reports Explained Manual de usuario Pagina 15

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Reports Explained 11
Issue 1 (2) Reports Explained
Abandoned Call Report
Figure 6 Abandoned Call Report
The Abandoned Call Report shows the total number of calls that were abandoned (cleared down
by the incoming caller) because they would not wait any longer, for each of the Skillsets
included within the report.
Voice (PSTN) calls and Multimedia calls are listed separately and totalled for each Skillset, and
for the report total. Both figures and the percentages are provided.
The reports shows how long those calls that did abandon waited before they were abandoned.
The breakdown is by the Abandoned Time Bins values which are 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.
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