Avaya Call Center Reports Explained Manual de usuario Pagina 26

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Reports Explained
Reports Explained Issue 1 (2)
22
Agent Profile Report
Figure 12 Agent Profile Report
This report shows the actual figures and durations (not averages) for different activities that
Agents have performed, for each log in session for the period of the report.
Looking at the report above we can see that Alison was signed in for a period of 01:28 in the
morning and again for a period of 04:55 in the afternoon. For each logged in session, the total
time is then broken out into Available Time, Not Ready Time, Break Time, Incoming Time and
Outgoing Time. The number of Outgoing and Incoming calls is also presented.
We can see that Alison handled 50 Incoming Calls (19 in the morning and 31 in the afternoon).
She spent a total of 2:18:43, doing so. This figure of 50 ties in with the figure of 50 on the Agent
Average Report (see Page 20), from which we can see that for each of these 50 calls, Alison
spent an Average of 02:46 talking to the incoming caller.
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