Avaya Call Center Reports Explained Manual de usuario descargar pdf (Pagina 28)

Reports Explained

Reports Explained Issue 1 (2)

Agent Activity Report

Figure 13 Agent Activity Report

This report shows the durations for a range of activities that Agents have performed for the

duration of the report. (This is a different list of activities than the list in the Agent Profile

Report, see Page 22.)

Note if you request this report for (say) Skillset 1, you will receive a report listing

all of the Agents who were logged into Skillset 1, including multi-Skillset Agents,

and the report will include all of the activity of those Agents, irrespective of the

Skillset of the call they handled.

If this was not the case, and the report was limited to the Agent activity for the

requested Skillset only, you would need to run the same report for each Skillset

that each of the multi-Skillset Agents was logged into, to see a full picture of their

activity.

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Avaya Call Center Reports Explained Manual de usuario Pagina 28