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Avaya Call Center Reports Explained Manual de usuario Pagina 24

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Reports Explained
Reports Explained Issue 1 (2)
20
Agent Average Report
Figure 11 Agent Average Report
The Agent Average Report allows you to compare the activities of your Agents to one another.
The Agents’ Average Incoming Call Transaction Duration is listed. Not that this report covers
incoming call Transactions, not just Direct and Indirect Incoming Calls (see Page 4).
If one Agent is taking much longer than other Agents on average to deal with his Incoming Calls
this might indicate one of several things.
Perhaps he is struggling and needs more training. Perhaps this Agent is better at a certain type of
‘difficult’ or complex call and the other Agents are transferring these harder calls to him because
he is starting to become known as an ‘expert’ on them. Perhaps he is just being more attentive to
the incoming callers.
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