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Avaya Call Center Reports Explained Manual de usuario Pagina 23

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Reports Explained 19
Issue 1 (2) Reports Explained
Call Average Report
Figure 10 Call Average Report
This report can be used to determine the appropriate settings for the Primary and Secondary
Alerts, or wallboard alarms, by looking at the Average Time to Answer and Average Time to
Abandon figures.
This report shows that the Average Time to Abandon is lower than the Average Time to Answer,
so it would be appropriate to establish wallboard alarms when a call has waited (say) 15 seconds
in the Skillset queue, to alert the Agents that a Call has been waiting in the Skillset queue for a
period approaching the ‘danger time’ which in this Call Center is 26 seconds.
The report can also be used to determine the Average Incoming Call Duration. This can then be
used to determine an appropriate Agent Alarm for Incoming Calls, so that an Agent who has a
call which lasts longer than the average duration is highlighted on the Agent Details Real Time
Screen. The Average Incoming Call Duration can also be used to compare against the values in
the Agent Average Report (see Page 20).
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