Avaya Call Center Reports Explained Manual de usuario descargar pdf (Pagina 40)

Reports Explained

Reports Explained Issue 1 (2)

Incoming Call Report

Figure 22 Incoming Call Report

The Incoming Call Report relates to Incoming Direct and Indirect Calls, not Call Transactions

(see Page 4).

This report provides a consolidated one line summary of the call traffic into the Skillsets

included in the report, and the call handling of that traffic.

This report makes it easy to find the answers to such questions as how many calls (Direct and

Indirect) were presented to the Skillsets, and how many were Answered and Abandoned. Of

those that were Answered, where were they answered, and who by? How many calls were

answered before the Primary Alert (<P), how many were answered after the Primary Alert but

before the Secondary Alert (>P) and how many were answered beyond the Secondary Alert

(>S)?

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Avaya Call Center Reports Explained Manual de usuario Pagina 40