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Avaya Call Center Reports Explained Manual de usuario Pagina 21

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Reports Explained 17
Issue 1 (2) Reports Explained
Help Request Report
Figure 9 Help Request Report
The Call Center Supervisory Help feature is intended for ‘emergency’ conditions when an Agent
is on a call and urgently requires the help of a Supervisor without alerting the caller that a
supervisor is being called in. It is not intended for routine consultations or when the Agent is not
on a Call Center call.
However, new Agents to your Call Center will most likely use the Help feature more frequently
during their initial acclimatisation period. This report can be used to monitor the progress of
new Agents, because as time goes by they should make fewer Help requests.
It can also be used to determine if a particular customer has complex or troublesome
requirements.
As the Calling Line ID (where known) is displayed for each Help Request, any ‘difficult’
customers can be spotted. If a lot of Agents have all had to make Help Requests regarding a
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