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Reports Explained 13

Issue 1 (2) Reports Explained

Abandoned Calling Line ID Report

Figure 7 Abandoned Calling Line ID Report

The Abandoned Calling Line ID Report lists various items of information regarding the

abandoned calls for the Skillsets included within the report.

The data and the time at which each call abandoned is listed, together with the Calling Line Id of

the call (when it is know) and the amount of time the caller waited before they abandoned.

Some callers do not ‘advertise’ their calling ID when they make a call. In the instances where

Nortel Networks Reporting for Call Center does not know the Calling Line ID, it displays the

channel or line number on which the call arrived.

IF required, this report can be used as the basis of a call-back policy in which abandoned callers

are called as a courtesy follow-up.

This could be done selectively, so that only the callers who held for the longest times before

abandoning were called back (as they were the ones who were most determined to get through

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Avaya Call Center Reports Explained Manual de usuario Pagina 17