Avaya Call Center Reports Explained Manual de usuario descargar pdf (Pagina 38)

Reports Explained

Reports Explained Issue 1 (2)

Call Profile Report

Figure 20 Call Profile Report

This report shows a profile across the period of the report which shows the numbers of calls

presented to the Skillsets in the report, and the number answered, abandoned, Answered by

Agents, Voice Mail, operator, Overflow Agents, Non-Agents and Other Skillsets. It also

presents the Grade of Service expressed as a percentage.

This report can be used to look at the numbers and the ‘fate’ of calls that come in across the

profile of the report. How many calls come in the various time slots across the report? Are they

Answered, if so, where are they answered, buy the Agents in the Skillset or by something else?

These questions can be answered by looking at the Call profile Report.

The Call profile Report can also be used to help determine such things as staffing levels. Doing

a profile of a week may show a peak of calls on a Wednesday.

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Avaya Call Center Reports Explained Manual de usuario Pagina 38